Whatfix

Whatfix is Great!

Comments: We were having an issue fully onboarding users with our old help center. Whatfix's task list and guided walkthroughs have been instrumental in helping us more easily get users up to speed and accelerate their time to value with our product. Also, we have seen a decrease in support tickets and phone calls since the Whatfix implementation. And, although it's pretty early to say for sure, those users who have come on board after our Whatfix implementation have seemed much less likely to churn so far.

Pros:

I actually enjoy making the walkthroughs with the Whatfix software, but perhaps the best thing about the software is the customer support staff, which is always at the ready to help with everything from the initial set up to maintenance. Rep, my support specialist, is always ready to answer via email or jump on a call to address any issue. Thanks, Rep!

Cons:

While I really do have to stretch to come up with anything I don't like about Whatfix, some of the analytics functionality could be more fully fleshed out to allow me to more easily hunt down issues. But, again, that's a stretch, as Rep has been there every step of the way to make sure I am aware of how Whatfix and our app are getting along.

Fantastic product

Comments: Fantastic product, easy company to work with. Highly reccomend!

Pros:

Great features, with steady delivery of new features. Whatfix really listen to their users and shape their backlog accordingly

Cons:

Less about the product, but sometimes the communication can be over-zealous/clumsy

Alternatives Considered: Appcues, WalkMe and Pendo

Reasons for Switching to Whatfix: Better features than two of the alternative; better price than the other

An extra layer of our software

Comments: We have rewritten our entire onboarding process for new clients using WhatFix as an overlay. When clients see a WhatFix element on our site they think that it is part of our program.

Pros:

WhatFix makes it easy to add functionality to our software offering without the need for Development to get involved.

Cons:

The organization of content can be a bit frustrating but once you get the hang of it, it makes sense.

Whatflow flows implementation in a special education web based product

Comments: Frontline provides special education solution services to thousands of school districts nation wide and abroad. The business need for interactive flows in our case is primarily to reduce customer calls and provide self-help instruction while simultaneously allowing the customer to complete their work. While use of the Whatfix product is still in its infancy (i.e. initial rollout was a pilot with a few districts and two products), we are encouraged by what we see thus far, and plan to implement the feature across a wider spectrum of products and thus make it available to more end-users.

Pros:

Implementing the required java code into our application we found to be relatively easy (i.e. needs hours not days or weeks). When and if needed, their team is extremely technical where java, java scripting, html and related technologies are concerned. The Whatfix documentation made available via the Internet is also very good. Moreover, the Whatfix customer support is also very good and we found them to be extremely flexible when organizing meetings, especially given the time zone difference. Their software interface to create the flows is also easy to use and largely intuitive.

Cons:

Flows must be exported in their entirety and we have requested that an option be provided to export only those flows that are desired at a particular time so as to avoid having to overwrite files and/or download large file sets. Once a flow is created and if it consists of many steps, should there be a need to edit one or more steps, depending on the nature of the edit it can be a bit time consuming.

WhatFix is hands down the best Field Enablement tool!

Pros:

Whatfix is definitely the simplest when it comes to creation and deployment of interactive walkthroughs. We got the solution to train and support our sales reps on Salesforce and it has been working like a breeze for us. The best part is its multi-formats that are instantly created along with the walkthroughs. I've previously tried out WalkMe for the walkthroughs, but I must say that Whatfix is unquestionably a better alternative. Better Product and Better Support. Shout out to WhatFix team for their awesome help and support!

Cons:

None - WhatFix is an extremely flexible tool. It can be applied onto any web-based application and there are many ways to deploy easily.