Whatfix Erfahrungen

Vorteile

This application is really easy to use for you and your clients. Since we created a platform with so much content in TravelContact, Whatfix helps our customers know every detail we offer.
Now our clients, such as travel advisors, agencies, DMC have two different tools to make life easier for them.

On the other hand Whatfix´s support team has been impressive, they have solved every doubt or inconvenience that we have presented throughout the process.

Nachteile

We would like the information inside the Whatfix platform to have different views, since they use very large boxes that take up a lot of space on the screen. This doesn't allows you to see all the content when you have created many flows.

Vorteile

The onboarding was fantastic. The support was great and the processes were easy and informative. The product itself is great. We required some custom development work which they agreed to do. They stuck the timeframes and communication was great.

Nachteile

I cannot think of anything. Overall, great service

Vorteile

Whatfix is a very good software and it is easy to use and help guide the customer step by step to resolve their concerns.

Nachteile

The price is a little high. It is lack of analytical features. Some features is not easy to configure.

Vorteile

With the help of task lists, self help and pop ups we can directly support our customers (users) and provide them with help. This way we can reduce the number of support tickets and relieve the support team.

Nachteile

The use of tags is currently still a bit cumbersome and could be clearer or better structured. It would also be desirable to be able to open the CLM board in multiple browser tabs. Linking content (e.g. link from an article to a walkthrough) could be simplified.

In Betracht gezogene Alternativen

WalkMe und Pendo

Warum Whatfix gewählt wurde

The contract with WalkMe expired and we had to re-evaluate our DAP provider.

Zuvor genutzte Software

WalkMe

Gründe für den Wechsel zu Whatfix

In terms of price-performance ratio, Whatfix is clearly superior to its competitors and convinced us in the cost-benefit calculation.Apart from that, we were convinced by the excellent personal and competent support of all Whatfix teams (sales, onboarding, customer success) that support(ed) us on our way.

Vorteile

First and foremost, Whatfix allows me to have easy, accessible control over the content I'm providing to users. Instead of an overcomplicated design and seemingly huge hurdles to get through that require taking up the dev team's time, I am able not only to create but manipulate my content on a range of deliveries. Whether its guiding a user with a workflow or directing them to an in-depth article, the thing I like most about WhatFix has been the ability to create a training space for users and continue to easily adapt to their needs.

Nachteile

The only thing I'd like Whatfix to expand on is the ability to export specific analytics (self help feedback) from the site. That's not to say it won't come in the future because they continue to listen to their customers and improve their layout, but its the only thing that sticks out to me.

Vorteile

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.

Nachteile

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.

Vorteile

First and foremost, Whatfix Customer Support is the best I've experienced. They are quick to resolve issues and our account manager is always available to assist as well. The team they have supporting customers is truly exceptional. Secondly, integration with our CRM has been critical. It's allowed 24/7 help to our users and decreased the number of support tickets. We are able to guide our users to Whatfix content for help/training which provides them instant support.

Nachteile

There's nothing I can think of as a con. There was a bit of a learning curve at the beginning, especially with the tag functionality, but the more you familiarize yourself with the steps, it becomes quick and easy to create content.

Vorteile

Whatfix allows users to create interactive step-by-step guides with contextual tooltips, pop-ups, and overlays. This feature helps users understand and perform tasks within a software application in real-time, reducing the learning curve and increasing productivity.

Nachteile

Some users may find the initial setup and configuration process of Whatfix to be complex or time-consuming. Depending on the complexity of the software being documented and the customization required, it could take significant effort to create and maintain interactive walkthroughs or guides.

Vorteile

It is one of the most easy to use platforms. Helps us not announce new features but also to reduce the support tickets for the FAQs

Nachteile

Maybe the usability can be better. Retaining the last action of the user, so if the user wants to come back it will be easier.

Vorteile

Its a value addition service and solves a lot of problems

Nachteile

I am new so i am getting there hence i do not have feedback on the least liked aspect of Whatfix

Vorteile

We are a software as a service company that uses Whatfix to educate our clients on how our system works. This product is great in many ways but my favorite part is the Whatfix support. My main support member, she has been assisting me since the very beginning and makes herself available almost right away if I need something today. We are a very busy company with little time to mess around implementing new processes or programs, with her help it has been incredibly easy. The support is so great that I have shown interested clients (in real time) how fast she responds via the built in messaging system... without her knowing :) - Of course she responded in less than a minute (typical). I could go on and on about our satisfaction with the level of professionalism and support this company provides.

Some other things that we appreciate about Whatfix-
* Very easy to use - building new flows, alerts, popups... very user friendly
* Price is very low compared to competitors while having the same or more features (We reviewed the competitors and did demos for several months before making a decision)
* The content created using whatfix saves hours of communication explaining our software
* Content is automatically created in multiple format (pdf, powerpoint, etc) and can be exported or linked to
* Content is automatically updated across all formats when changes are made
* Whatfix is regularly creating new features for use and provides guidance on how to implement
* Setup is quick and easy
* The built in messaging system for support makes it easy to contact your success manager
* SUPPORT SUPPORT SUPPORT - I cant say it enough. If we ever run into a question, it is answered right away. No waiting days or weeks for an answer or fix... it is just solved right away. This is what Whatfix provides as standard support - absolutely amazing!

We have had several of our clients (users of the flows) interested in using Whatfix for use on their websites and internal software.

Vorteile

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!

Nachteile

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.

Vorteile

What I like about Whatfix is the ease of use and can make a walk through in just a few minutes and out to the user to use. More complex integrations required me to contact Whatfix support (Sneha is the greatest!!!) and they have been able to guide me through any issues i have ran into.

Nachteile

If i have to come up with any Cons about Whatfix i would say the Integrations table is getting harder to manage. Reason for this is that my software is vary versatile and users use our software differently and I have to create custom Walk Through's for each. It has taken me a while to manage the Integration portion but Whatfix has been very patient and helpful every step of the way.

Vorteile

The Package is well catered for use by website owners and simple web apps through the help of customer support you are able to get used to using it within a short period of time for the simple areas of the application. Support is almost always available but can be slow with response times, though there is an FAQ to assist your queries. The features available should make most peoples on-boarding and general assistance of their websites a lot easier to navigate.

Nachteile

The only negative I have to say is that whatfix is not catered well for bigger web apps which present the users with multiple options to complete the task they set out to do. I understand now that whatfix is primarily for websites and we are getting to the point of whatfix being the perfect platform for our company so I thank whatfix for being so understanding

Vorteile

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

Nachteile

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

Vorteile

What is there not to like! Within a few hours of downloading the trial, we were able to create several work-throughs to demo to our team. Customer Representatives have been and continue to be a huge factor in implementing and supporting those work-throughs for self-helps, pop-ups, and tasks. They have been insanely accessible and accommodating, regardless of how simple or technical our questions have been. They have fielded questions from every stakeholder in determining if this is product meets our strategy. They, along with the product, have impressed each of our department's heads who have had interaction. They are more than a support team, they feel very much like co-workers......and even friends.
The above-mentioned features really stand out, however, one of the determining factors is the ability to export/embed the work-throughs as a slide show, PDF, or video. These will be instrumental for our training department, help center, analytics, QA, development and testing departments.

Nachteile

There are a few enhancements that we are hopeful will be integrated into Whatfix, such as text only helps that can be integrated into Self-Help.

Vorteile

I think overall it is a very good tool, very easy to set up (which impresses customers), has enough degree of customisation to please customers, really unparalleled customer service.. leaves us a bit in awe here in Western Europe. We are not used to such a good service anymore!
Also, releases come in very short cycles. The product team is very open to suggestions by clients and tries to implement them very quickly.

Nachteile

Whatfix still lacks some in-depth styling customisations but these are already on the roadmap so they will be available shortly.

Vorteile

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!

Nachteile

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

Vorteile

Whatfix is a great product for automating training of web based applications. The customer support and on boarding have been phenomenal. We use if for onboarding right now and plan to expand that into support uses as well as marketing and promotional use cases. I think the ability to easily export scenarios into Powerpoint and articles is very powerful.

Nachteile

I don't really have any feedback for the product but I will say that for our particular software solution that it is difficult to create re-usable scenarios because we have lots of drill downs that depend on the actual data in the database. This leads to some challenges with maintaining the databases and scenarios. This isn't a knock on Whatfix but just a comment for those considering this type of solution. Please consider maintenance of scenarios over time.

Vorteile

Whatfix was very easy to implement within our platform, and provided a great number of features to use with minimal setup. The range of widgets available allowed us to create a bespoke onboarding program, guiding our users through our application and capturing detailed analytics on what was and wasn't working.

Nachteile

Initially we found the Whatfix dashboard a little overwhelming, due to the sheer amount of features available, and understanding how settings had to be applied to ensure widgets and flows only appeared on the pages we wanted them to.

Vorteile

- Easy to use, quickly create guides in various languages
- Easily convert guides to PDF, videos in few clicks
- Very easy to integrate

Nachteile

- Not exactly a con, but i would like it to be available for mobile also.

Vorteile

The application helps to guide your clients to navigate your online portal or website or to effectively use your web product. The application provides you with personalized customer service like at the start you will be given a support member to ask your queries to. It is an easy to use platform that brings about new updates on a regular base. If you check the price factor, you will find that the competitor applications that have the same features are priced even higher. It is very simple to implement your code be it java or HTML to the application. The application guides your clients about all the details of your product. Within a few clicks, you can convert the demos to videos or pdf. They provide guides in many languages and it is very easy to integrate the application to your product.

Nachteile

The absence of a mobile application. Integration of more enhancements. Lacks in depth style customizations.

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

Appcues und WalkMe

Gründe für den Wechsel zu Whatfix

Better features than two of the alternative; better price than the other

Vorteile

Ease of deployment, analytics, and very generous pricing compared to Walkme.

Nachteile

Translation accuracy & A/B Testing capabilities of the flow.

In Betracht gezogene Alternativen

WalkMe und Pendo

Gründe für den Wechsel zu Whatfix

Category Leader & Pricing

Vorteile

The Customer Service is extraordinary. Once you learn how to use the tools and their limits, your imagination is the limit as to what you can do.

Nachteile

With so many features and options it was a little hard to finalize what we needed to focus on.