Whatfix

Digital Adoption of Digital Adoption

Kommentit: Data driven decisions are very important to us. With Whatfix we are able to provide better data to our development team while simultaneously guidling our customers through our app.

Hyvät puolet:

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.

Huonot puolet:

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

Whatflow flows implementation in a special education web based product

Kommentit: 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.

Hyvät puolet:

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.

Huonot puolet:

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.

An extra layer of our software

Kommentit: We have rewritten our entire onboarding process for new clients using WhatFix as an overlay. When clients see a WhatFix element on our site they think that it is part of our program.

Hyvät puolet:

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

Huonot puolet:

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

Help your customers understand your platform

Hyvät puolet:

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.

Huonot puolet:

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.

Reduced our support costs by 40%

Kommentit: 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.

Hyvät puolet:

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

Huonot puolet:

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