Whatfix - Detailed Review
Sales Tools
Whatfix - Product Overview
Whatfix Overview
Whatfix is a Digital Adoption Platform (DAP) that plays a crucial role in helping organizations streamline the adoption and usage of various software applications. Here’s a brief overview of its primary function, target audience, and key features:
Primary Function
Whatfix is designed to provide contextual, interactive, and real-time guidance to users within the applications they are using. This helps in onboarding, training, and supporting users to maximize their productivity and engagement with the software.
Target Audience
The primary target audience for Whatfix includes organizations and users who need to optimize their use of software applications. This encompasses a wide range of industries and company sizes, with a significant focus on businesses with 100-249 employees, as well as smaller and larger enterprises.
Key Features
Flows
Whatfix allows you to create step-by-step guides that can be customized for specific user segments, improving the user experience as more data is gathered.
Self Help
The platform integrates knowledge bases directly into the in-app experience, enabling users to manage their own learning and development.
Task Lists
These are roadmaps created by application experts to help users progress through tasks and processes, with real-time monitoring of efficiency.
Pop-ups and Beacons
Interactive pop-ups can be used for surveys, reminders, and announcements, while beacons help communicate feature updates and process changes to all users.
AI-Powered Features
Whatfix incorporates AI technology to provide personalized and contextual training. This AI is trained on customer-specific documentation and processes, ensuring highly relevant and accurate guidance.
Content Creation and Distribution
Whatfix supports the creation and delivery of various content types, including videos, links, and text, all within the application. This content can be distributed effectively through social media, email marketing, and partnerships.
By leveraging these features, Whatfix helps organizations enhance user productivity, reduce the learning curve for new software, and improve overall user engagement.
Whatfix - User Interface and Experience
User Interface of Whatfix
The user interface of Whatfix, particularly in its AI-driven product category, is crafted to be intuitive, user-friendly, and highly engaging.
Interactive In-App Guidance
Whatfix offers interactive in-app guidance that provides step-by-step assistance directly within the application’s interface. This includes features like walkthroughs, tooltips, and interactive tutorials that appear contextually, ensuring users receive relevant information exactly when they need it. These interactive elements, such as smart tips and task lists, are embedded within the UI to guide users through various tasks and processes seamlessly.
Context-Aware and Personalized
The platform is context-aware and personalized, meaning it shows users the most useful and timely information. This personalized help ensures that users are engaged with the most relevant content, enhancing their learning and reducing errors.
User-Friendly Content Creation
Creating content on Whatfix is straightforward and does not require coding. The platform allows admins and users to create and author content intuitively, making it simple for anyone to generate helpful guides and tutorials.
Multi-Platform Support
Whatfix supports multiple platforms, including web applications, desktop applications, and mobile apps. This versatility ensures that users can access the same interactive assistance across different devices and operating systems, maintaining a consistent user experience.
Smart Tips and Task Lists
Whatfix’s smart tip functionality embeds contextual guidance within the UI, such as tooltips that expand when interacted with or input validation for text fields. Task lists act as onboarding checklists, providing new users with a clear view of their next steps and ensuring they complete all necessary tasks before proceeding.
AI-Driven Features
Whatfix AI integrates generative AI to streamline user interactions. Features like the AI Assistant allow users to interact with the application’s GUI through natural language instructions, performing tasks based on user inputs. Additionally, the AI helps in extracting, organizing, and synthesizing key information, significantly accelerating information discovery.
Customization and Integration
The platform offers extensive customization options, allowing developers to align the guidance with their branding and documentation style. Whatfix also integrates seamlessly with various third-party tools, such as customer support systems, learning management systems, and knowledge base platforms, ensuring a cohesive user experience.
Analytics and Insights
Whatfix provides robust analytics and user insights, offering valuable data on user behavior, usage patterns, and engagement levels. This data helps software development teams identify areas for improvement, optimize workflows, and enhance the overall user experience.
Ease of Use
The ease of use is a significant aspect of Whatfix. The platform is designed to be simple yet powerful, allowing users to create content and access guidance without needing extensive technical knowledge. The intuitive steps and zero-coding requirement make it accessible to a wide range of users.
Overall User Experience
The overall user experience with Whatfix is highly engaging and supportive. By providing real-time guidance, personalized help, and interactive flows, Whatfix ensures that users can learn and use software efficiently. The platform’s ability to adapt to different platforms and integrate with various tools further enhances user satisfaction and reduces the need for external support.
Conclusion
In summary, Whatfix offers a user-friendly interface that is highly interactive, contextually relevant, and easy to use, making it an invaluable tool for enhancing the user experience in software development and adoption.
Whatfix - Key Features and Functionality
Whatfix Overview
Whatfix is a comprehensive digital adoption platform (DAP) that offers a wide range of features to enhance user engagement, productivity, and software adoption. Here are the key features and functionalities, especially focusing on the Sales Tools and AI-driven aspects:Integrations
Whatfix integrates with various enterprise systems, including CRM (e.g., Salesforce), HCM, Knowledge Base, Communication & Collaboration platforms, Analytics platforms, and more. These integrations enable bi-directional data exchange, allowing for the contextualization of help content based on user attributes from other applications.Content Segmentation and Personalization
Whatfix allows content creators to segment help content using standard user properties from integrated systems like Salesforce. This ensures that relevant content is served to users based on their roles, functions, or other attributes, enhancing the user experience and engagement.Flows
Whatfix Flows provide step-by-step guidance within applications, helping users complete tasks efficiently. These Flows can be configured to run across multiple desktop applications, making it ideal for onboarding new employees or introducing new features. The platform also allows for Flow close messages and feedback, ensuring users are on the right track.Self Help Widget
The Self Help widget integrates knowledge bases directly into the application, enabling users to access relevant articles and guides without leaving their workflow. This feature can fetch content from repositories like Salesforce and Freshservice, displaying it as contextual links.Beacons and Pop-ups
Beacons are used to communicate feature updates and process changes to users. Each Beacon can be customized with unique properties such as style and color. Pop-ups can be designed using a visual editor, allowing for interactive surveys, reminders, and announcements. These tools help in keeping users informed and engaged.User Journeys and Cohorts
Whatfix analyzes how users navigate through applications using User Actions, helping to identify the paths users take to complete tasks. The Cohorts feature allows you to create groups based on user behavior, providing insights into user interactions with Whatfix content and widgets.AI Integration
Whatfix has integrated Generative AI into its platform, transforming the user experience. This AI assists in delivering pertinent responses to user questions, creating content, and executing tasks by leveraging information from the company’s knowledge repositories. It acts as a personal script for users, generating content and elaborating on bullet points across various applications. The AI also enables natural language inputs to execute tasks autonomously or guide users through them.Surveys and Feedback
Whatfix allows you to create customized surveys to gather feedback from users. The platform provides an in-app feedback icon within the Self Help widget, enabling users to give feedback without disrupting their workflow. The qualitative analysis summary feature generates AI-driven reports from survey responses, highlighting positive and negative viewpoints.Virtual Desktop Support
Whatfix can be implemented across all applications using virtual desktop software like Citrix and Azure Virtual Desktop (AVD), ensuring that Whatfix content is accessible to all users, even those in virtual workspaces.Conclusion
These features collectively enhance user productivity, streamline software adoption, and provide a more personalized and efficient user experience. Whatfix - Performance and Accuracy
Performance
Whatfix demonstrates strong performance in several areas, particularly in enhancing sales processes within CRM systems like Salesforce. Here are some highlights:Improved Sales Forecasting
Whatfix helps achieve more accurate forecasting by ensuring sales teams update critical elements such as health checklists, best and worst-case estimations, and win probability factors. This is done through custom launchers and guided flows within Salesforce, leading to improved forecasting accuracy and enhanced data quality.Increased Efficiency
By providing in-app guidance and self-service support, Whatfix streamlines the sales process, reducing the time spent searching for help and support information. This can boost sales rep productivity by up to 3X and improve the consistency and accuracy of sales data.Digital Adoption
Whatfix accelerates new hire onboarding across the entire sales software stack, including CRM, CPQ, and CLM platforms, which helps in ramping up employee productivity quickly.Accuracy
In terms of accuracy, Whatfix is effective in ensuring that sales data is consistent and accurate:Data Quality
Whatfix improves the accuracy of sales data through real-time data-entry guidance and task automations. This ensures that critical sales information is updated correctly, which is essential for accurate forecasting and sales execution.Limitations and Areas for Improvement
Despite its strengths, Whatfix has some notable limitations:Analytics Capabilities
Whatfix is often criticized for its lackluster analytics capabilities compared to competitors like WalkMe, Userpilot, Appcues, or Pendo. If detailed user data and advanced analytics are crucial, users may need to consider alternative solutions.Technical Support
Many users have reported subpar technical assistance from Whatfix, including slow resolution times and high turnover among customer success managers. This can be a significant drawback for organizations relying on prompt and effective support.Trial Process
The trial signup process for Whatfix is buggy and inconsistent, leading to long wait times and sometimes resulting in demo calls instead of trial accounts. This can be frustrating for prospective customers who want to try the product before committing. In summary, Whatfix performs well in enhancing sales productivity and accuracy, especially within CRM systems. However, it faces challenges in providing advanced analytics and reliable technical support, which are important considerations for potential users. Whatfix - Pricing and Plans
Plans and Pricing
Whatfix offers three main plans: Standard, Premium, and Enterprise.Standard Plan
- Features: Includes essential features such as in-app guidance, content aggregation, and smart context.
- In-app guidance provides contextual, interactive, and intuitive guided experiences for end-users.
- Content management tools allow authors to control the content creation process.
- Integration with existing support and help resources.
- Standard support available Monday through Friday, 24 hours a day.
- Pricing: Calculated based on the total number of employees accessing the application for employee-facing applications, and based on monthly active users (MAUs) for customer-facing applications.
Premium Plan
- Features: Adds advanced features to the Standard Plan, including:
- Custom surveys to gather user feedback.
- Auto-testing for flows (only for web-based apps).
- Engagement dashboards for deeper insights into user engagement.
- Advanced data and security features, such as restricting access to predefined IP addresses.
- Enhanced analytics to track user content engagement and behavior.
- Pricing: Similar to the Standard Plan, with costs based on the total number of employees or MAUs.
Enterprise Plan
- Features: Supports multi-app implementations and includes all features from the Premium Plan, plus:
- Advanced analytics for deeper insights into user journeys.
- Enhanced data security options.
- Deployment on desktop applications in virtual desktop environments (e.g., Citrix, Azure Virtual Desktop).
- Dedicated support and a trusted advisor for successful implementation and scaling.
- Access to Whatfix University for self-paced training and certification programs.
- Pricing: Custom pricing based on the scale and specific needs of the organization, including the number of users and applications involved.
Additional Services and Support
- On-Premise Authoring: Allows hosting customer content and Whatfix deployment within the customer’s own network.
- White-Label: Enables rebranding of Whatfix DAP guidance to match the customer’s application.
- 24/7 Customer Support: Available via email and ticketing system.
- Professional Services: Dedicated engagement with experienced professionals to support strategic initiatives.
- Digital Adoption Assistant (DAA) and Digital Adoption Program Manager (DAPM): Certified professionals to accelerate content authorship and manage multi-app DAP implementations.
Free Options
- Whatfix does not offer a free plan, but it does provide a free trial and demos upon request. This allows businesses to explore the platform before committing to a purchase.
Whatfix - Integration and Compatibility
Whatfix: An Overview
Whatfix, an AI-driven digital adoption platform, offers extensive integration capabilities with various enterprise systems and tools, ensuring seamless integration and compatibility across different platforms and devices.Integrations with Enterprise Systems
Whatfix integrates with a wide range of enterprise systems, including CRM (Customer Relationship Management) tools like Salesforce, HCM (Human Capital Management) systems, knowledge bases such as Confluence, communication and collaboration platforms, analytics tools like Google Analytics, and more.Examples of Integrations
For instance, you can integrate Whatfix with Salesforce to fetch and display articles from your Salesforce repository as contextual links in the Self Help widget. Similar integrations are available for Freshservice and Confluence, allowing you to fetch articles from these repositories and display them within Whatfix widgets.Custom Repository Integrations
In addition to out-of-the-box integrations, Whatfix allows you to integrate other repositories using custom integrations. This involves using a proprietary crawler to index pages from your repository, automatically creating repository links that can be added to Whatfix widgets like Self Help and Task List.Supported Repositories
This process supports HTML-based repositories hosted over the internet, though PDF and XML content are not currently supported. Whatfix can also handle authenticated repositories and those accessed via Single Sign-On (SSO), except for those using multi-factor authentication.Cross-Platform Compatibility
Whatfix is compatible with various operating systems and devices. The Whatfix Mobile SDK is compatible with iOS 10.0 and above, as well as Android 5.0 and above.Mobile Application Support
For mobile applications, it supports native languages such as Java/Kotlin for Android, Objective C/Swift for iOS, and also semi-native and hybrid frameworks like React Native, Xamarin, and PhoneGap/Cordova.AI-Driven Features and Data Exchange
Whatfix leverages AI to enhance user engagement and productivity. It enables bi-directional data exchange between your applications and Whatfix, allowing for personalized in-app messaging and content segmentation based on user attributes from other applications.AI Features
The AI features, built on an open-source Large Language Model (LLM) and fine-tuned with customer-specific data, include auto-complete, text elaboration, and summarization capabilities. These features are designed to make it easier for users to find relevant help content and for digital enablement professionals to create more effective in-app guidance.Security and Data Protection
Whatfix ensures that the content fetched from your repository is encrypted at all times, both during transfer and when stored on Whatfix servers. This security measure is crucial for protecting sensitive information.Data Privacy
Additionally, Whatfix’s AI models are trained and fine-tuned using customer-specific data, ensuring that the AI outputs are highly personalized and contextual, while also maintaining data privacy by limiting access to customer-specific knowledge bases and applications.Conclusion
In summary, Whatfix offers comprehensive integration options, wide platform compatibility, and advanced AI-driven features, making it a versatile and secure solution for enhancing digital adoption and user productivity across various enterprise environments. Whatfix - Customer Support and Resources
Whatfix Support Options
Whatfix, a digital adoption platform, offers a comprehensive array of customer support options and additional resources to ensure users can effectively utilize their tools and resolve issues efficiently.
Support Channels
Live Chat and Support Icon
Users can access support through the Chat icon on the Whatfix Studio or Dashboard. This feature allows direct communication with a support agent, providing immediate assistance. If the support team is busy or it’s a public holiday, the Chat icon temporarily changes to a Support icon.
Email Support
Customers can email support@whatfix.com to create a support ticket automatically. It is recommended to use a clear subject line and include a screenshot or video of the issue if possible.
Ticketing Platform
Users can log in to the ticketing platform to open a ticket, which is the preferred method for tracking the progress of the issue.
Contact Your Whatfix Representative
In cases where other methods are not effective, users can reach out to their designated Whatfix Representative.
Real-Time Support
In-App Guidance
Whatfix provides in-app support through features like product tours, user checklists, guided walkthroughs, field validations, and tooltips. These tools offer contextual support exactly when users need it, helping them overcome issues without leaving the application.
Self-Help Resources
Whatfix integrates self-help tools such as embedded help centers and in-app tutorials. These resources compile FAQs, knowledge bases, videos, and other support materials into a searchable resource center, enabling users to find answers quickly.
AI-Powered Support
AI-Driven Features
Whatfix leverages AI to enhance user productivity. Features include auto-complete, text elaboration, and summarization, all of which are fine-tuned with customer-specific documentation and processes. This ensures highly personalized and contextual support within any SaaS, desktop, or mobile application.
Chatbots and Virtual Assistants
Whatfix uses chatbots and virtual assistants to automate repetitive tasks and direct users to the necessary information. These tools help resolve FAQs quickly and reserve live agents for more complex issues.
Community and Additional Resources
Whatfix Community
The Whatfix Community is available for logged-in users, offering a platform to learn about new use cases, share tips, and engage in discussions related to digital adoption.
Knowledge Base and Documentation
Whatfix maintains a vast data warehouse of application documentation and flows, which is used to train AI models and provide comprehensive support resources. This includes over 88,000 pieces of knowledge documentation and support for over 750 applications.
By offering these diverse support channels and resources, Whatfix ensures that customers can receive timely, effective, and personalized support, enhancing their overall user experience and productivity.
Whatfix - Pros and Cons
Advantages of Whatfix
Whatfix, a digital adoption platform, offers several significant advantages that make it a valuable tool for various business needs:Easy Integration and User-Friendly
Whatfix is known for its ease of integration with multiple platforms and its user-friendly interface. This makes it simple to implement new processes or programs, even for non-technical team members.Improved Customer Support
The platform enhances customer support by providing hands-on, self-help instructions, which reduce the number of customer calls and support tickets. This leads to significant savings on support costs.Quick Guide Generation
Whatfix allows for the quick creation of guides in various languages, which can be easily converted into PDFs and videos. This feature is highly beneficial for user education and training.Exceptional Customer Service
Users praise Whatfix for its exceptional customer service, highlighting quick problem-solving and the constant availability of support staff.Cost-Effective
Whatfix offers competitive pricing compared to its competitors, providing similar or more features at a lower cost. This makes it a cost-effective solution for businesses.AI-Driven Features
Whatfix is integrating AI to enhance user productivity, with features like auto-completing text fields, elaborating brief notes, and providing summarized answers from the organization’s knowledge base. These features aim to reduce the time and effort required for handling text in applications.Multilingual Support and Integrations
The platform supports multiple languages and integrates with various tools such as Salesforce, Amplitude, Google Analytics, and Slack, making it versatile and compatible with different tech stacks.Disadvantages of Whatfix
Despite its advantages, Whatfix also has some notable disadvantages:Overly Enthusiastic Communication
Some users find the communication from Whatfix to be overly enthusiastic or awkward, which may not resonate well with all users.Limited Analytics Functionality
Whatfix’s analytics capabilities are limited, which can make it difficult for users to identify issues and understand the software’s performance comprehensively.Challenging Content Organization
The initial organization of content within Whatfix can be confusing and require some time to become intuitive, potentially slowing down the onboarding process.Limited Mobile Availability
The platform is not fully optimized for mobile use, which can be a hindrance for users who primarily operate on mobile devices.Complicated Initial Setup
The initial setup and configuration of Whatfix can be complex and time-consuming, especially for users who are not tech-savvy or familiar with the software.User Experience Issues
Some users report bugs and spotty customer service, which can affect the overall user experience. There are also complaints about slow resolution times and high success manager turnover.Lack of Free Trial and Customization Options
Whatfix does not offer a free trial, and the trial request process can be cumbersome. Additionally, the platform lacks in-depth style customization options, which might be a drawback for some users.Targeted at Enterprise Accounts
Whatfix is primarily designed for enterprise accounts, which means smaller companies might find the pricing and support less suitable for their needs. By considering these pros and cons, businesses can make an informed decision about whether Whatfix aligns with their specific requirements and needs. Whatfix - Comparison with Competitors
Unique Features of Whatfix
- Enterprise Insights and AI: Whatfix stands out with its Enterprise Insights feature, which allows organizations to track, visualize, and analyze application usage, processes, and enterprise-level adoption and engagement. Its AI features include auto-completing text fields, elaborating brief notes, and providing summarized answers from the organization’s knowledge base, reducing the time to find help from internal documentation by 75%.
- Human-in-the-Middle Approach: Whatfix adopts a “human-in-the-middle” approach, ensuring humans remain in control of AI outputs. Users can review and approve AI-generated answers, and AI models are fine-tuned for each customer to ensure high contextual relevance and avoid biases.
- Application-Agnostic: Whatfix’s AI can be integrated into various applications, including web, desktop, and mobile, both for customer-facing and employee-facing use cases. This versatility makes it a comprehensive solution for digital adoption across different platforms.
Comparison with Sales AI Tools
Salesforce Sales Cloud
- While Salesforce Sales Cloud is a powerful CRM with AI capabilities like Einstein AI Copilot, it focuses more on sales process automation, lead prioritization, and predictive forecasting. Unlike Whatfix, it does not offer the same level of application-agnostic digital adoption and in-app guidance.
- Key Difference: Salesforce is more CRM-centric, whereas Whatfix is focused on digital adoption and user productivity across multiple applications.
Allego and Showpad
- Allego and Showpad are more specialized in sales content organization, buyer enablement, and sales training. They use AI for content delivery recommendations, sales coaching, and analytics, but they do not provide the same level of in-app guidance and digital adoption support as Whatfix.
- Key Difference: These tools are more focused on sales content and training, whereas Whatfix is broader in scope, covering digital adoption and user productivity.
Clari and Gong.io
- Clari and Gong.io are revenue intelligence platforms that use AI to analyze sales conversations and deal activities. They provide predictive insights and automated workflows but do not offer the in-app guidance and digital adoption features that Whatfix does.
- Key Difference: These tools are more focused on revenue forecasting and sales analytics, whereas Whatfix is centered on enhancing user productivity and application adoption.
Potential Alternatives
For organizations looking for alternatives to Whatfix, here are a few options:Walkme
- Walkme is another DAP that offers in-app guidance and user onboarding. However, Whatfix is generally rated higher for its analytics capabilities, content creation efficiency, and self-serve culture. Whatfix also provides superior contextual help via a self-help widget.
- Key Difference: Whatfix has stronger analytics and content creation features compared to Walkme.
Other DAPs
- Other digital adoption platforms may offer similar features, but Whatfix’s unique AI capabilities, particularly its human-in-the-middle approach and fine-tuned AI models for each customer, set it apart. These features ensure highly personalized and effective AI self-help experiences.
Whatfix - Frequently Asked Questions
Frequently Asked Questions about Whatfix
What is Whatfix and what does it do?
Whatfix is a Digital Adoption Platform (DAP) that helps organizations streamline the adoption and use of various software applications. It provides in-app guidance, on-demand support, and interactive walkthroughs to enhance user productivity and reduce the time it takes for new users to become proficient.How does Whatfix support sales operations?
Whatfix supports sales operations by providing contextual in-app guidance, reinforcement training, and moment-of-need support. This includes features like Flows, Task Lists, and Smart Tips that help sales teams manage pipelines, create custom quotes, and close opportunities more efficiently. It also offers analytics to track user engagement and optimize sales processes.What AI features does Whatfix offer?
Whatfix is integrating AI into its platform to enhance user productivity. Key AI features include auto-complete text fields, elaborating brief notes, and summarizing answers from the organization’s knowledge base. These features are designed to reduce the time taken to find relevant help information and are fine-tuned for each customer to ensure high contextual relevance.How does Whatfix ensure data privacy and security?
Whatfix prioritizes data privacy by creating deep data-protection moats at a customer level. The AI models access data only from the customer’s knowledge bases, applications, and other specified data sources, without branching out to other companies’ AI models. This approach ensures that customer data remains secure and private.What types of deployments does Whatfix support?
Whatfix supports both cloud and self-hosted deployments, allowing organizations to choose the option that best fits their infrastructure and security requirements.How is Whatfix priced?
Whatfix pricing is based on two components: a flat per-application fee and user license fees. For a detailed quote, you can visit the pricing page or contact Whatfix directly.How easy is it to set up and start using Whatfix?
Setting up Whatfix is relatively simple, as it can be installed through browser extensions without any significant engineering effort. This no-code platform ensures that you can get started quickly without impacting your application performance.What kind of support does Whatfix offer for CRM software?
Whatfix provides extensive support for CRM software such as Salesforce, MS Dynamics, and SAP Sales Cloud. It offers in-app guidance, reinforcement training, and moment-of-need support to help CRM end-users complete tasks efficiently. Features include CRM Tours, Task Lists, Smart Tips, and a Self Help resource center integrated with CRM content.Can Whatfix be used for other applications beyond CRM?
Yes, Whatfix can be used for a wide range of applications, including but not limited to CRM, HCM, ERP, and other internally-used software. It supports over 750 applications and can be integrated into any SaaS, desktop, or mobile application.How does Whatfix help with employee training and onboarding?
Whatfix enhances employee training and onboarding by providing on-demand interactive walkthroughs, task lists, and self-help resources. These features help new employees quickly become proficient in using the software applications, reducing the time-to-proficiency and improving overall productivity.