Whatfix Software

4.67 / 5 (57)

About Whatfix


Whatfix is a customer experience management platform that helps small to large businesses manage and personalize application engagement. It comes with an Electronic Performance Support System (EPSS), which enables users to perform critical tasks and reduce the time taken to resolve queries.

Features of Whatfix include personalization, in-app knowledge management, change management, data validation, alerts and analytics. It allows businesses to automatically create customer segments and enhance personalization and targeting based on users' presence in the application. Additionally, it provides tools to auto-generate content in various formats such as videos, PDFs and slideshows as per the requirements of customers.

Whatfix integrates with web applications by adding a single line of code. Further, its integration with learning management systems (LMS) lets users access SCORM-compliant courses within the app and track training progress. Pricing is based on the requirements of businesses and support is provided via a help desk and over the phone.



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Supported Operating System(s):

Web browser (OS agnostic)

57 Reviews of Whatfix

Average User Ratings

Overall

4.67 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(38)

4 stars

(19)

3 stars

(0)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 57 reviews

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December 2017

Mitchell from NNT New Net Technologies

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2017

Whatfix has saved me, my company and my clients countless hours of frustration by providing easily accessible support

Pros

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.

February 2019

James from Perfect Storm

Company Size: 2-10 employees

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2019

Whatfix is Great!

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.

June 2017

Anonymous

Verified Reviewer

Review Source: GetApp


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

June 2017

Incredible product. Phenomenal support.

Pros

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.

Cons

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.

April 2017

Anonymous

Verified Reviewer

Company Size: 10,000+ employees

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2017

I am the Training and Content Development Manager for a Software Company and Whatfix made our Software easier to manage.

Pros

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.

Cons

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.

Response from Quicko Technosoft Labs PVT LTD of Whatfix

Replied May 2017

Thanks a lot for the comment. You will no longer face the issue of managing multiple user levels and integrations. We recently released few usability updates, shifting the control in the integration console to our UI via the Interactive guide segmentation section. It will allow you to segregate the walkthrough on the basis of parameters like User profiles, User personas, URL (page based), and a lot more.

March 2019

Luke from Computer Software

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

March 2019

An Advanced Users Experience

The general support and assistance off whatfix has being a tremendous help in that we are close to realizing our goal of lowered support costs and even happier customers.

Pros

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.

Cons

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

July 2016

Hal from Centris Group

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

3.0

Value for money

3.0

Customer support

5.0

July 2016

Whatflow flows implementation in a special education web based product

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.

Response from Quicko Technosoft Labs PVT LTD of Whatfix

Replied February 2017

Thanks for the review, Hal. We are working towards building the framework for selective actions on the flows, which should be released soon. As per your feedback, our UX team is currently improving the editing experience.

March 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2018

Whatfix is a great online learning tool powered by an extremely dedicated and service-oriented team!

Pros

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.

Cons

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

January 2018

Iziar from TravelContact

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

January 2018

Help your customers understand your platform

Pros

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.

Cons

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.

August 2018

Ben from Icertis

Company Size: 201-500 employees

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2018

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.

December 2018

Brett from IntelliMagic

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2018

Excellent Product, Training and Onboarding

Pros

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.

Cons

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.

September 2015

Mohit from Cuztomise

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

September 2015

Reduced our support costs by 40%

We implemented whatfix inside web dashboard of Cuztomise used by top management of large FMCG, Healthcare and Services companies mostly in India and Europe. Cuztomise platform is a complete DIY platform which enables companies to swiftly make changes to workflow. We use to get a lot of calls from users in our support center asking help on making various modifications on platform. Even after having a complete FAQ and user manual, still users felt comfortable doing changes while on line with our support staff. We quickly realised that its very crucial for us to provide hand holding for our customers. Then we decided to try Whatfix . Whatfix not only allowed us to provide user handholding but instantly helped us generate lot of guides which can literally be created by anyone quickly. We have experienced 40% reduction in calls which means lot of savings on our support costs.

Pros

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

Cons

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