Likelihood to Recommend The thing which helps me the most is I get to see one apps data on one place for instance if there's my company app and for UX/UI design purposes I need data and analytics Customer journey analytics comes in handy as this tool brings you a whole journey on how customers or users interacts with your company's brand across different channels like on web, social media, mobile phones, etc. which not only helps me as a designer but also helps in marketing also as we can identify the loopholes, the good points, the bad points, the pain point of user and we can have better strategy for marketing as well as better designs for ease of the users. Another point is it not only helps us to understand all this but we can implement the changes and can have insight whether our product is performing well or not and best part is that it also predict and can help us to provide relevant solutions. It can also identify what worked well for you and your company by collecting data and giving you the analytics of on what the users responded the most. My organisation used it for these purposes and so far no complaints except the smoother no glitch interface.
Read full review Currently, we are only using Whatfix with Salesforce but are in the process of implementing on other systems. It is an excellent tool to organize and provide in-app access to training materials already created. It excels at providing guidance about tasks users don't complete often and, therefore, forget what they were trained about the process. The only sort of system it might not work well is one that provides its own robust in-app assistance. More than one type of tip icon being displayed, for instance, could be confusing.
Read full review Pros I use this tool primarily to categorize my customers - segmentation option is a big plus! AI driven data helps me curate different metrics together - Much easier to understand dependencies. This tool not only helps the marketing team, but my customer success teams are also happy to know different touch points registered by customer. Read full review Whatfix is a vendor that listens to their client, understands their business challenges, and works with them to achieve their goals. Feature enhancements are released every quarter, often with significant functionality improvements. The support and engineering teams are outstanding - responsive, helpful and nothing is ever too much trouble. Literally, second-to-none! Read full review Cons Learning Curve - I would love to see simpler support, something like short (think TikTok!) video job aids. I don't need my users to be taught everything ... just how to figure out "that one thing" in the moment. Expensive (but worth it!) - the people the approve purchases often have no clue as to the what/why and only look at the $$$. As for CJA, it is worth the investment. We get a lot of actionable data that saves us $ in the future by allowing us to anticipate/fix problems now in the early stages. AI usage/integration - it takes time and a solid team. It is worth it in the end, but ramping up is tough. Read full review The possibility to select content/widgets at the time for "push to production" (some we would like to p2p for one single content, that is not possible at the moment). I wish the filters in the dashboard would stay when you choose a content, currently you have to filter again and again. In the analytics area, I would like the system to remember this for a certain time window after selecting the start date. Read full review Likelihood to Renew Good product and outputs. Cost to implement --- we are up to speed, I don't wanna have to change over now
Read full review [We feel like] even though Whatfix has its flaws, we are impressed by the speed of development [and] their openness about their future improvements, [but] most important their proactive customer service and customer success team. Whatfix acts more like a partner than a supplier of a 3rd party tool, and we welcome that experience.
Read full review Usability Would rate Adobe Customer Journey Analytics's overall usability at around 7. While it offers powerful insights and flexibility for in-depth analysis, its interface and setup can be complex, especially for new users. The extensive customization options are valuable but can also feel overwhelming, and it would benefit from more intuitive navigation and streamlined workflows to enhance ease of use.
Read full review While they've made a lot of improvements in the last year, there are still challenges with walkthroughs and how beacons can be created. They are aware of these limitations and are actively soliciting customer feedback to help them remedy these shortcomings.
Read full review Reliability and Availability Rare errors/outages If something is happening, there is good notice and support comms/reachouts
Read full review Performance The real time data analysis function monitors clients and it helps us to increase our sales and efficiency.
Read full review Sometimes there is a delay to showcase all whatfix elements
Read full review Support Rating Good enough tools and offline support. We had a model of "hypercare" that was mostly good, sometimes not good. But that was more personality/people based, rather than established processes. Overall the support was timely and effective
Read full review Whatfix is THE best vendor I've ever worked with when it comes to supporting their customers. The support team is friendly, helpful and always willing to listen to your suggestions and ideas. This also applies to the Engineering team who I've spent several hours on calls with debugging a few of the more challenging scenarios we have in place. Nothing is ever too much trouble for Whatfix and they are truly best-in-class when it comes to their support model.
Read full review In-Person Training Should be staged differently. It should be Do online stuff, get basic skills/qual. Then do "homework" type tasking, then come to class with an instructor. We got the traditional "start from 0, then step 1, then step 2..." training. This usually saps energy/focus. All training should be like a lab/practice session. If someone needs information or basic knowledge ... put it in a elearning, FAQ, job aid, or resource page.
Read full review Online Training Should have more of this for the 101-level stuff. No one needs a Zoom class covering the basics. I need a "guide on the side" when I'm learning new stuff. I want support while I practice.
Read full review While helpful, the feedback from our employee was, that [they felt] the training was very high-level - sometimes confusing. It would be great to have some kind of sandbox environment for new users to train certain scenarios.
Read full review Implementation Rating Get trained up early, get your people in it and using/testing it.
Read full review Although Whatfix make the process relatively straightforward (they will provide Group Policy Scripts to install a Google Chrome extension specific to your organisation) its important to ensure your network deployment teams (if you have more than one) understand their role and what they need to do to test deployment once they undertaken the work.
Read full review Alternatives Considered One major reason is no one can beat adobe in customer service even if we have problem they are their to help you out immediately. The amount of features and the ease of using tool customer journey analytics provide is sufficient for my organisation as other platforms are bit complicated and take ample of time to learn them properly whereas this is just super easy and to get hold of it and as per the price area this is the best available in market
Read full review There is no comparison - Whatfix is the clear winner with us from the very beginning. As Whatfix continues to grow and innovate their product, engage with it's customers on a level beyond any I have every seen. They work as Partners with us, their teams from bottom to top are incredible - Customer Service, Collaboration Teams, Innovation, Sales, Success Mangers and everyone I missed are incredible. One team in particular I want to call out for there outstanding service, care and innovation to help us launch one of our systems is the Professional Services Team. Ganish, Joel, and everyone else who has been on our calls and worked behind the scenes to hit our incredible tight deadline in August - KUDOs for a job well done, You ROCK, THANK YOU words cannot describe how great you guys have been with us on this project, but on all of them. Whatfix's team definitely understands, the customer is first, they align with our values and we will continue to grow with them
Read full review Scalability Been rock solid for us. Issues are rare, but when they happen ... they get resolved before anything turns into an "all hands on deck" situation
Read full review Professional Services Good offline/non-human resources (guides, FAQs, vids) Great support from people
Read full review Return on Investment I have seen a huge difference in the profits invested for even penny - My profit percentage has improved by 13%. Negative touchpoints were addressed and I was able to retain close to 71 customers. In terms of optimization, found 2 key areas for improvement. Read full review Reduced Training Costs: By cutting traditional training time by 40%, Whatfix has saved significant resources while increasing learning efficiency. Improved User Productivity: Faster onboarding and fewer errors have led to a 25% improvement in user performance metrics, directly contributing to operational efficiency. Decreased Support Requests: Self-service guidance has reduced support tickets by 30%, freeing up teams to focus on strategic initiatives and cutting support costs. Read full review ScreenShots Adobe Customer Journey Analytics Screenshots