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.

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.

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.

good APP

Pros

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

Cons

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

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 Whatfixs 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.

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.

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.

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 mobile also.

Easy user onboarding enabling application

Pros

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.

Cons

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

They will always respond and fix any issues quickly!

Pros

As a small startup, we first tried AppCues but ran into several issues with integration (we are a Single Page App) that we could not resolve and all communication was slow and only through email. We switched to WhatFix and now have an account manager we can reach at any time that has been able to resolve any issues quickly.

Cons

They use a tagging system to organize onboarding flows but I'm hoping to see them add a folder system as well.

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.

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.

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

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.

Whatfix is Great

As a small startup company, Whatfix does a fabulous job with our user onboarding process . It's unique features, such as the self help tab and the task list, make it easy for to get users started and minimizes customer queries.

Pros

It's very easy to use and implement in your application. The Whatfix support page is incredibly helpful and straightforward and the customer service is superb.

Cons

It's difficult to integrate the some of the scripted code in the admin integration sections without the help of a Whatfix support team member.

Extremely helpful to us and to our customers!

Pros

WhatFix continues to come out with new ways to use their product and also comes out with new features. Setting up the product and learning how to use it was a breeze. At first I was overwhelmed by having to create each step, but after the first flow, you really get the hang of it. Customer support is also great. They always answer with a timely response and I always get my question answered. I was having trouble with a few of the flows I created and I was able to get the help I needed.

Working with the WhatFix team is like being on a team together.

Pros

Working with the WhatFix team is like being on a team together. Although in different time zones, their team is passionately available to collaborate on integration ideas and answer questions at all times. The customer success team is second to none and set a standard for how to work with a customer.

Cons

The product is maturing and has a world of potential beyond it's existing value that it already serves! We look forward to seeing Whatfix grow and where the company, product, and team will be in a few years time.

Outstanding product... Incredible support.

Pros

The team member was phenomenal in helping us make the best use of Whatfix. The team member helped us maximize the functionality where we could, and we wouldn't have gotten our project off the ground without her and the application. Customer service A+!

Cons

I'm not a programmer, so the directions on how to implement the application weren't always clear to me. I wouldn't categorize that as an application issue... it's definitely the experience and limitations of the user.

Simple but powerful, with outstanding support

Continuing to develop features with ecommerce platforms in mind will the really beneficial for ours and I'm sure other organizations.

Pros

The tool itself is excellent - it gives us the means to easily, effectively, and unobtrusively communicate to our users - but the excellent support from Whatfix in helping us make the most of the tool is unparalleled. They take the time to work with us on our own implementation, rather than some boiler-plate customer care that you've seen from other organizations.

Easy to use on-boarding software with a genuinely caring team behind it.

Pros

Extremely easy to use and set up, great analytics, effective tool for new members to any SAAS product. The level of customer service is unrivaled in this industry - can't say enough good things about the entire WhatFix organization.

Cons

It's not technically a "con", but as they say, "you get what you pay for." WhatFix definitely isn't cheap, but I would not expect a product and service of this quality to come at a bargain price. Definitely worth every dollar.

Ideal solution for new user adoption

Pros

We set a goal to help our new users adopt our product more easily to ensure they would maximize their use of our platforms extensive capabilities. WhatFix proved to be an invaluable tool. It streamlines the onboarding process for new users, and has helped veteran customers reinforce their knowledge of our platforms fundamentals. New MarketSight users now have a much shorter learning curve thanks to WhatFix, which has improved customer satisfaction considerably. Throughout the process, we were extremely pleased with the customer service from the entire WhatFix team.

Cons

We are still working on the best way to streamline new content into the WhatFix application, and are hoping our "number one, must have" feature request can be implemented in the near future.

Whatfix works well for us

Gen25 is a Salesforce partner. We build custom Salesforce environments for our clients. One of our clients needed a tool to train new employees in using Salesforce. After a review of several onboarding tools we suggested to use WhatFix. Right now we are implementing WhatFix in a Sandbox Salesforce Environment, building flows, segmenting flows for different user groups, etc. So far WhatFix has lived up to our expectations. It's easy to use and feedback is great.

Pros

- Whatfix is intuitive: You don't need a computer science background to build flows; - Customer support responds almost instantly to questions; - Free online training sessions are included; - Integration with Salesforce works well; - Segmentation of flows to different user groups works well;

Cons

Flows can be turned into Youtube videos. WhatFix told us that they are working on a feature to add voice notes to these videos.

WhatFix helped us onboard thousands of customers to our new website and customer portal!

Pros

The ability customize the conditions under which specific workflows are triggered is awesome. The support offered by our agent was extremely helpful in setting up the more complex conditions.

Cons

The ability to customize the look and feel of the workflows is limited to just text and color (and a few other options). I would like to be able to customized the look and feel of every aspect of the workflows.

Easy and helpful. That's Whatfix!

Pros

Workflows can be configured and launched quickly and easily. The Whatfix team is open to suggestions for improvements and really listen to their users. And Whatfix saves a ton of time by providing customized reports and dashboards in Google Analytics to track usage, drop off, etc.

Cons

Do you know how you eventually run into a blocker with every vendor? That won't happen with Whatfix.

WhatFix help guides - enhancing "self-service"

Whatfix, helped to create interactive guides & ease "Self-Service" on-boarding experience for InstaSafe Secure access. Its intuitive interfaces have assisted speedy customer support resolution & simplified navigation.

Pros

- Intuitive interface - awesome support - Super easy & quick integration

Cons

- Looking forward to their analytics features.

Easy to create flows and support team is helpful

Pros

Our success manager has helped us implement all the help guides we needed and checks in regularly. We are able to measure success of the flows, usage, and point users to other guidance while they are in the tool. This is very valuable and a time saver!

Cons

Some customizations with Salesforce Lightning are harder to complete, but with the team's help we achieved success.

Great product and amazing customer service and dedication to clients

WhatFix has provided our company with an interactive tool to assist our internal sales reps with multi step processes within our Salesforce. It's created an easy to use, easy to navigate system that promotes action and ultimately saves our employees time having to learn new processes. The customer service and response time is extremely impressive. Working with my sales rep, Srihari and my Customer Success rep, Chirabrata has been a great experience. They're both extremely dedicated to their company and their work. I mostly appreciate the proactive outreach they provide and the passion they have to make sure their clients see success from their product.

Great tool and better support

Pros

I love that I can continuously grow the help library we have for our customers simply without needing the help of my developers. No matter what new thing we release, I know people will understand how to use it now with Whatfix.

Cons

Setting up analytics is a little difficult and an added step to check. It would be awesome if it were all on my dashboard when I log in.

One of the easiest and most intuitive UI

I have found the product interface very intuitive and easy to use. Also, the support we required to make the product compatible with ours was amazing. Our issues were resolved in no time and RFCs were also delivered promptly.

Pros

Intuitive interface Competitive cost Free trials

Excellent way to ease user onboarding!

Pros

The customer support is unbelievable! The Whatfix customer support team is always available to assist with the areas we have trouble on and they do everything they can to get the flows to work in the most optimal way. This tool helps us to provide guidance to all users when they are unsure of how to navigate a certain activity without requiring them to exit the application and review documentation. It helps to fill a training gap at a very affordable price.

Cons

There are certain aspects of the flows that we cannot implement ourselves because they require a little bit of coding, but as long as the customer support team continues to help, then it really isn't a critical limitation.

Whatfix has been a huge help to onboarding on clients. Great product support!

Pros

Excellent product support. Our account specialist, Kritika, is always available and willing to help us with customization and configuration and has come through in a pinch many times!

Cons

Configuration can be tricky for a novice, but customer support/account support is great and always available.

Great application!

Pros

We are so excited to launch Whatfix to our clients! It was extremely easy to set-up and the support along the way was amazing. By launching Whatfix, we are empowering our clients to learn how to use our product without having to make a phone call or send an email to our team

Great customer services, little bit of a learning curve

Pros

Does everything we need Walkthroughs and customizations are great Simple interface Multiple formats to export your flows into for training End-user experience is very direct The support staff has been a great resource in getting us up and running!

Good Support from Tech team

Pros

It helps our business easier which guide our customer step by step to understand the system. Our users get understand quickly with our tool.

Cons

We still need more development to make the feature is work well and more friendly to users. This should be fixed.

Great product. Great Team!

Pros

Thea ease of use and learning curve along with the constant support that's offered through implementation and use.

Cons

A cleaner more futuristic UI for the end-user. There isn't much to say here as the product has fit all of our needs.

Good support from the team

Pros

It is very informative and easy to use. Impactful to business process and reduce a lot of headcounts to resolve customer issues.

Cons

There are much more developments in the pipeline to make the tool a lot more applicable to business needs.

Implementing Whatfix for our users was easy and quick. Our users find the flows simple to follow.

Pros

Ease of creating the flows, unobtrusiveness of the tool in our application, and simplicity of use. As much as the software, we are really impressed with the customer support provided. Our Whatfix Customer Success Manager Kritika has been amazingly responsive to our questions and creative in finding solutions.

Cons

It's probably because we're still new to the software, but I would like to be able to handle more of the CSS intervention ourselves. Kritika takes care of anything we need so quickly so it hasn't been a problem at all though!

Whatfix - Good Self-Learning/Training Solution, Even Better Customer Service

Pros

Creation of the content, and distribution was near flawless. Getting support for questions, best practice, or future features from the support team, was easy and straightforward.

Cons

Per application fees. Integration with CRM system left much to be desired, but they are in the process of improving that integration. Challenging to get non-digital natives to adopt usage.

Really awesome people who can help!

Pros

Their team really helped us during a project we were doing, and I think they would be great for any company looking for help! This is a must to onboard customers and drive retention.

Cons

The only thing I would say is a negative is that it does take resources on your end, whether people or money, but it will be worth it!

Using WhatFix has increased our engagement with our free trials

The lifeblood of our sales process are free trials of our product. We have seen that 50% of our free trialers use WhatFix. We have a lot of variables in place that effect our new sales but our sales have increased by 50% since we have implemented WhatFix!

Pros

Best value I found when researching for a product like this. Also the service can not be beat.

Cons

It did take a while to learn. It could be more user friendly.

Great product at a great price!

Pros

As a company, we made the switch from a high-end competitor to Whatfix and we could not be happier. Originally the decision was driven by the 50% + cost saving we would receive, however, we have been amazed by the ease of use of the system. The team find the UI simple and intuitive with very little guidance to get them creating their own guides.

Cons

Originally speed from Australia was an issue, however, the Whatfix team were very responsive to our feedback and fixed the issue. Thanks!

Excellent tool to control your support costs

Cuztomise is Enterprise Mobility platform for Field services and sales companies. Its a complete DIY platform where users can modify workflows and data points and their interactions on the platform by setting some rules. This can become complex for some users for which they take help of our support staff. We implemented Whatfix inside cuztomise administration panel. We have seen 40% reduction in number of support calls over a period of 8 months of our implementation.

Intuitive UI and amazing support

The product UI is very intuitive and it is very easy to create flows independently. Even playing around with the product is very easy. I have been associated with the organization since last 2 years or so and the organization has been very responsive to our requirements. The support provided to implement flows with our product is amazing and the staff is very courteous.

Easy and quick way to integrate on boarding and support content into your application

Pros

-Lots of features to play with -About as easy as it gets for complicated tasks -Integration with your existing Google Analytics used with reporting -Very Helpful WhatFix Team Members always willing to lend a hand (Sneha)

Cons

-Takes a moment to figure out exactly how to get certain elements mapped to perform exactly the way you want. Need a bit of HTML/CSS experience to truly get the most out of the application.

Very easy, useful tool!

I am so glad to have found the whatfix tool. It makes training so much easier! It takes a person out of hand holding customers and enabling them to self serve. It is very easy to use and very helpful. Thank you to Chirabrata Das for always being available to answer my questions. He was a great help to me on setting up this tool for Avnet!

Great product. In-app help made easy

Pros

Instant in-app guides without having to know how to code. Saves a huge amount of time not having to invest in creating your own system. A good set of features for the cost.

Cons

Desktop/Browser support only For advanced targeting of workflow, some coding knowledge is required. Having the ability to security host video guides would be a great feature.

Customer Service Genius

Pros

Our support from our Success Manager has been beyond. Whatfix is a great product, but if you value great support from a reliable team: look no further.

Cons

We've found a few buggy issues with Whatfix that I think stem from the complex way we segment clients. That said, my success manager and the team are masters at finding and fixing fast.

Effective tool for product adoption.

Pros

Interface is easy to use. Support is great. Adds value when the product GUI is complex and not structured.

Cons

Could have more features that make usage less cumbersome. Need features around versioning and organizing content. Relying just on tags is an effective method.

Nice product to reduce overall support queries

It helps us to reduce basic 'how to' queries for our website. It is also giving good user experience to new users with feature like 'tour', selfhelp etc