What do you like best?
Whatfix has great customer service. Even though I'm sure we are a fairly small account for Whatfix, we were treated as if we were their top client. I've had numerous one-on-one calls with our Customer Success representative and have gotten to know her a bit personally. Whatfix's customer service is exemplary!
Also, Whatfix is a very affordable solution compared to their competitors but doesn't skimp on quality or functionality. Since becoming a Whatfix user, I have seen multiple upgrades and improvements in their functionality, user interface, and support options.
What do you dislike?
The flows are quite easy to build, but you still have to write hard code in their integrations panel to make the flows show up in your application as desired. While I did have a lot of help and support from their staff, it did add to the learning curve and the implementation time.
I have, however, heard that they are working on another UI upgrade to address this friction point and reduce or remove the need to write additional code.
Recommendations to others considering the product
Allow yourself plenty of time to test and refine your flows before releasing them to your users. I'd say that approximately 3/4 of our implementation time was spent reviewing and refining our tutorials to make sure they are clear, concise, and robust. Even now, we've started using Whatfix's Google Analytics implementation to see what flows aren't working and fix them.
What business problems are you solving with the product? What benefits have you realized?
We use Whatfix to help new users learn how to use our platform and help answer existing users' questions. Currently, we also give new admin users a 1-hour, one-on-one training sessions, but we hope that Whatfix will reduce or eliminate the need for this practice. We also use Intercom for our chat support, and since we've released Whatfix to our users, I've seen the number of support queries decrease slightly. I anticipate a larger decrease as more users become accustomed to using a new method of support.