WalkMe vs Whatfix: Ultimate DAP Comparison
- Published: February 28, 2023
Implementing a digital adoption platform (DAP) is a significant step in developing your digital adoption strategy. But with so many platforms to choose from, knowing which is the best for your business can be a challenge.
Whatfix is one of the top WalkMe alternatives. Both Whatfix and WalkMe are designed to guide customers and employees alike through an application and increase end-user adoption. With either tool, you can create embedded step-by-step walk-throughs and integrate your existing knowledge base articles so users can easily find them in-app using the self-help menu. Both platforms offer analytics to see how customers or employees interact with the application.
So which do you choose, and how do you decide?
This guide breaks down the features, pricing, and ease of use for both platforms, so you can make an informed decision. Find out which tool is right for your business and take your employee training and customer support to the next level.
Whatfix vs. WalkMe: Comparing Key Features
First, let’s compare the core features of both products, starting with Whatfix.
Whatfix features
1. No-code editor for creating in-app guidance such as interactive flows, product tours, tooltips, field validations, and more
Whatfix offers a no-code editor for creating in-app guidance and smart flows. The no-code editor allows users to create interactive tutorials, walkthroughs, and other types of in-app guidance all without coding knowledge.
The editor provides a visual interface for building and customizing guidance and allows users to add steps, graphics, and other elements to their smart flows. It also includes features like analytics and A/B testing, allowing users to measure the effectiveness of the guidance and optimize it as needed. The resulting guidance can be integrated directly into web-based applications, providing a seamless user experience.
2. Self-service help and support
Whatfix’s self-service help and support enables end-users to find the information they need quickly and easily — all without having to contact support.
Customer self-service is seamlessly integrated into the in-app guidance and smart flows created using Whatfix’s no-code editor, and provides users with context-sensitive information and assistance right where they need it. This includes things like step-by-step instructions, FAQs, and other helpful resources. Self-service help and support aims to empower users to find the answers they need quickly and efficiently, reducing the burden on support teams and improving the overall user experience.
3. Product analytics and user segmentation
Whatfix’s product analytics and user segmentation allow your organization to gain insights into how your end-users interact with in-app guidance and smart flows. Analytics provide information on user engagement and adoption and can be used to measure the effectiveness of the guidance.
This data can also be segmented based on various criteria, including location, role, and device type, helping to uncover how different groups of users are engaging with your guidance.
User segmentation allows you to create custom segments, as the name implies, based on specific user criteria and to analyze the behavior of those segments to understand their needs better. This insight can be used to deliver a more personalized and impactful user experience. With Whatfix’s product analytics and user segmentation, your organization can make data-driven decisions to increase user engagement and adoption over time.
4. Feedback surveys
Whatfix’s feedback surveys allow you to gather end-user feedback on their experience. These surveys can be easily integrated into the guidance flows and can be triggered at specific points in the user journey. The feedback gathered from these surveys can then be used to improve the guidance and to make data-driven decisions about future enhancements.
Feedback surveys, which often come in the form of rating scales, open-ended, and multiple-choice questions, can be customized to fit your organization’s needs. The impact of the surveys can be analyzed in real-time and segmented based on specific criteria, which can then be used to improve the user experience.
5. Multi-format exporting
Whatfix’s multi-format exporting feature allows you to export your in-app guidance and smart flows in various formats. This feature provides the flexibility to share and distribute the guidance in several ways, like embedding it into training materials, presentations, and other types of important documentation.
With Whatfix’s multi-format exporting, you can export your guidance in several different formats, including HTML, PDF, xAPI, and SCORM. HTML exports can embed the guidance directly into web-based apps, while PDF, xAPI, and SCORM exports are typically used for training purposes. The exported guidance can be customized with branding and other elements, providing a consistent user experience across all formats.
Multi-format exporting allows you to share and distribute your guidance seamlessly and provides the flexibility to deliver the guidance in whatever format best fits a user’s needs. This helps ensure that the guidance is both accessible and useful to a wide range of users and can help to improve user engagement and adoption over time.
6. Multi-language translation
Whatfix’s multi-language translation allows you to translate your in-app guidance and smart flows into multiple languages, which provides a simple and efficient way to reach a global audience and provide a localized user experience.
With Whatfix’s multi-language translation, you can easily translate your guidance into various languages using the platform’s built-in translation tools. The platform supports a wide range of languages and can automatically detect the end user’s language, delivering guidance in their preferred language. The translated guidance can be reviewed and edited to ensure accuracy and can be published and updated in real time.
Multi-language translation helps reach a global audience and provides a personalized user experience. This can improve user engagement and adoption and help reduce support requests over time. By providing a localized user experience, organizations can ensure that their guidance is accessible to a wide range of users, regardless of location or language.
WalkMe features
1. In-app guidance created for walkthroughs and tours
WalkMe’s in-app guidance allows you to create step-by-step walkthroughs and tours within web-based applications. These walkthroughs and tours are designed to help end-users complete specific tasks and provide context-sensitive information and assistance right when they need it.
WalkMe’s in-app guidance uses a visual, drag-and-drop editor, eliminating the need for coding and making it easy for non-technical users to create and maintain their own walkthroughs and tours. The guidance can be customized to match the look and feel of the application and can be triggered by specific events.
2. Smart tips and contextual nudges
WalkMe’s smart tips and contextual nudges are interactive elements that provide context-sensitive information and guidance to end-users to help them complete tasks and provide assistance and support when needed.
Smart tips and contextual nudges are designed to be intuitive and engaging and to provide a seamless user experience. They can help to improve user engagement and adoption, reduce support requests, and increase efficiency by guiding users through complex tasks and processes. By providing context-sensitive information and assistance, smart tips and contextual nudges can ensure that users complete tasks efficiently and have a positive user experience.
3. Analytics
WalkMe’s analytics feature provides insight into the platform’s usage and effectiveness. It allows users to track and analyze key metrics, including the number of active users, completion rates, and the time spent on specific tasks, to improve overall efficiency.
The analytics feature can also provide information about user behavior, like which features are used most frequently, which ones need improvement, and where users might be dropping off during a task. This information can be used to make data-driven decisions and optimize the platform to meet the users’ needs better.
Comparing Whatfix vs WalkMe Use Cases
DAP use cases fall into two general hierarchies of categories: employee experiences and customer experiences.
Employee Experience (EX) Use Cases
Employee experiences drive adoption of internal applications used by employees (ie. a CRM, ERP, HCM, etc.) and help provide role-based, in-app onboarding, training, and continuous support.
Whatfix Use Cases
- An HR team can create a customized onboarding flow with Whatfix that includes all the essential steps and processes new employees must complete, like completing paperwork, accessing IT systems, and attending orientation sessions.
- When new employees log in to their onboarding portal, they can be presented with an interactive walkthrough that guides them through each step of the onboarding process, providing them with detailed instructions, links to relevant resources, and interactive demos of important programs.
- As new employees complete their onboarding, they can provide feedback on the process with Whatfix. This feedback can be used by HR to improve and refine the onboarding process for future hires.
- A training team can create a customized training program that includes all the essential skills and knowledge employees must learn, including software applications, customer service protocols, and safety procedures.
- Whatfix’s contextual guidance feature can provide real-time assistance as they perform their job functions. This feature can be accessed through a simple click or hover, and provides employees with immediate assistance and guidance when they need it.
- Whatfix’s analytics tools can track employee progress and identify areas where additional training may be needed. This provides HR teams with valuable insights into employee learning and development, enabling them to tailor training programs to meet the specific needs of their workforce.
- The performance support team can create a library of interactive and personalized walkthroughs that guide employees through complex processes, like using software applications, completing forms, or troubleshooting technical issues.
- When an employee encounters a challenging task or process, they can access the Whatfix library through a simple click or hover. This opens up an interactive walkthrough that guides them through each step of the process, providing them with detailed instructions, links to relevant resources, and interactive demos of essential systems and tools.
- Whatfix’s contextual guidance feature can provide employees with real-time assistance as they perform their role tasks. This provides employees with immediate assistance and guidance right when they need it.
- Whatfix’s analytics tools can be used to track the most commonly accessed walkthroughs and identify areas of opportunity for the HR team to improve their materials.
- IT support can create a library of interactive and personalized walkthroughs that guide employees through complex processes, such as using software applications, completing forms, or troubleshooting technical issues.
- When an employee encounters a technical issue or problem, they can access the Whatfix library. This opens up an interactive walkthrough that guides them through each step of the process, providing them with detailed instructions, links to relevant resources, and thorough demos.
- Whatfix’s analytics tools can be used to track the most commonly accessed walkthroughs and identify areas where additional support may be needed. This gives the IT support team valuable insights into employee needs and enables them to continuously improve and refine their support materials.
- Whatfix’s engagement features can be used to make IT support more interactive and engaging. By creating interactive quizzes and mimicking real-life scenarios, employees can learn and retain knowledge more effectively.
- A change management team can identify key areas of change and create a library of interactive walkthroughs that guides employees through the new processes and tools.
- When an employee encounters a change-related issue or problem, they can access the Whatfix library through a simple click or hover. This opens up an interactive walkthrough that guides them through each step of the new process, providing detailed instructions, links to relevant resources, and interactive demos of essential systems and tools.
- Whatfix’s contextual guidance can provide employees with real-time assistance as they perform their new tasks. This feature can be accessed through a simple click or hover, offering seamless accessibility
- Whatfix’s analytics tools can track new employee engagement and adoption rates of the new tools, systems, and processes. This gives the change management team valuable insights into employee needs and enables them to continuously improve and refine their support materials.
- By leveraging Whatfix’s engagement features, performance support can be rendered more interactive and inviting. Interactive quizzes, games, and scenarios facilitate better knowledge retention and motivate employees to learn effectively.
- Integrate Whatfix with digital tools and create personalized and interactive walkthroughs to guide employees through their usage.
- Whatfix’s engagement features, like tooltips, pop-ups, and interactive guides, provide employees with real-time assistance and support when using new systems.
- Whatfix delivers contextual help and training materials to employees, such as videos, tutorials, and knowledge articles.
- Use Whatfix to monitor employee behavior and identify areas where employees struggle or encounter hiccups when using new digital tools.
WalkMe Use Cases
- Upon logging into the onboarding portal, a new employee can be greeted with an interactive guide that accompanies them through every phase of the onboarding journey, offering clear directions, references to helpful resources, and hands-on demonstrations of key systems and tools.
- WalkMe’s analytics tools can be used to track the progress of each new employee’s onboarding process, providing real-time visibility into the status of each step and identifying any roadblocks or issues that need to be addressed.
- As soon as an employee accesses the training portal, they can be greeted with a comprehensive, interactive guide that helps them navigate the training process, offering detailed instructions, links to resources, and interactive demonstrations of tools they’ll use regularly.
- WalkMe’s engagement features can be used to make employee training more interactive and engaging. By creating interactive quizzes, games, and simulations, employees can be motivated to learn and retain knowledge more effectively.
- WalkMe’s automation capabilities can be used to streamline the performance support process by automating repetitive tasks like data entry, form filling, and system access requests. This saves time while also reducing the risk of errors and delays.
- By utilizing WalkMe’s analytics tools, HR can monitor the frequently visited walkthroughs and identify gaps that require more assistance. This allows HR to keep a finger on the pulse of employee performance, and to improve their support materials by refining them as needed.
- WalkMe’s interactive tools can foster active involvement by employees in the performance support process. These interactive activities serve to promote optimal knowledge retention and facilitate effective learning.
- WalkMe enables the IT support team to develop an interactive and personalized library of walkthroughs that help employees navigate complex processes, such as troubleshooting technical issues, completing forms, or using software applications.
- By utilizing WalkMe’s analytics tools, the IT support team can monitor the frequently accessed walkthroughs and pinpoint where additional assistance may be required. This helps the team gain valuable insights into employee requirements and enhances the ability to continually update and improve their support materials.
- WalkMe’s engagement capabilities allow for a more interactive and captivating IT support experience. Creating interactive games and simulations can inspire employees to learn and better retain knowledge.
- The change management team can use WalkMe to create helpful guides that help employees navigate new or unfamiliar systems.
- If a new employee faces an issue with a new process, they can easily access the WalkMe library, which presents an interactive walkthrough that guides them through each step.
- Using WalkMe’s contextual guidance feature, employees can receive real-time assistance as they perform their job functions. Employees can access immediate guidance and assistance tailored to their current task by simply clicking on related elements.
- By using WalkMe’s automation capabilities, the change management process can be streamlined by automating repetitive tasks, which not only saves time but also minimizes the risk of errors and delays.
- WalkMe’s engagement capabilities can enhance the change management process by creating interactive and engaging elements to help employees learn more effectively, increasing motivation and engagement levels.
- Leverage WalkMe’s integration capabilities to integrate it with digital tools and offer personalized walkthroughs to guide employees through updated processes or new tools.
- Employees can access contextual help and training materials to ensure they have the necessary resources to navigate new digital tools properly.
- WalkMe can track employee activity and pinpoint the areas where they face challenges while working with new digital programs.
Customer Experience (CX) Use Cases
Customer experiences drive the adoption of customer-facing applications. This includes providing solutions for user onboarding, customer retention, customer support, and product analytics.
Whatfix Use Cases
- The customer onboarding team identifies the key areas of the product or service that are likely to cause confusion for new customers and creates a library of interactive and personalized walkthroughs that guide customers through these areas.
- When a customer encounters a roadblock during the onboarding process, they easily can access the Whatfix resource library. Interactive walkthroughs guide them through resolving their issues providing them with detailed instructions, access to relevant resources, and helpful explanations.
- Whatfix’s contextual guidance feature provides customers with real-time assistance as they use a product or service, which provides them with immediate assistance and guidance right in the moment of need.
- Whatfix’s analytics tools can be used to track customer engagement and adoption rates, which provides the customer onboarding team with helpful insights into customer needs and enables them to continuously improve their support offerings.
- Whatfix’s engagement features can be used to make the onboarding process more interactive and engaging by creating interactive quizzes, games, and realistic simulations.
- The customer support team can identify the most common roadblocks that customers encounter and create guides that help customers navigate through the steps to resolve these issues.
- Whatfix’s contextual guidance feature can be used to provide customers with real-time assistance as they navigate the product or service. This feature can be accessed through a simple click or hover, and provides customers with immediate assistance and guidance right when they need it.
- Whatfix’s analytics tools can monitor user engagement and behavior on digital platforms, applications, and services. This includes tracking user activity, session duration, navigation patterns, and feature usage.
- Use the insights gained from the analytics tools to identify areas where users may be struggling, encountering obstacles, or not engaging as much as expected. You can then use this information to refine and improve your digital platforms, applications, services, and support materials.
- Identify critical product features they want to monitor and improve.
- Whatfix’s analytics tools can monitor user behavior, such as the number of users who complete the walkthroughs, the time spent on each step, and the number of clicks on certain features.
- Use the insights gained from the analytics tools to identify areas where customers may be struggling when using certain product features. This information can be used to refine and improve the product or service.
- Whatfix’s engagement features, such as surveys, polls, and feedback forms, can be used to gather feedback from customers at various stages of the user journey.
- Use the feedback gathered to identify areas where customers are encountering issues when using your products or services. This information can be used to enhance the customer experience and improve user satisfaction.
- Use the feedback to identify trends and patterns in customer behavior and preferences to make data-driven decisions and optimize your products or services accordingly.
- Whatfix’s analytics tools can be used to analyze the feedback data and generate reports that highlight key insights and metrics, like customer satisfaction scores and net promoter scores (NPS)
WalkMe Use Cases
- Customers can access WalkMe’s walkthroughs whenever they encounter issues during onboarding. These walkthroughs guide them through each step of the process, providing them with detailed instructions, links to relevant resources, and interactive demos of essential features and tools.
- The customer onboarding team can leverage WalkMe’s analytics tools to monitor customer engagement and adoption rates, which offers valuable insights into customer needs and allows the team to refine their support materials.
- The customer support team creates an interactive and personalized WalkMe library to guide customers through the steps to resolve common issues they encounter when using the product or service.
- WalkMe’s in-app guidance offerings can provide real-time assistance to customers as they work to self-support. This can promptly provide customers with assistance and guidance in their exact moment of need.
- By leveraging WalkMe’s analytics tools, you can keep track of user engagement and behavior on their digital platforms and applications, and services. This entails monitoring various aspects such as user activity, session duration, navigation patterns, and feature usage.
- The insights obtained from WalkMe’s analytics tools enable the company to pinpoint areas where users may face difficulties, encounter obstacles, or exhibit lower engagement levels than anticipated while interacting with digital platforms, applications, and services.
- Uncover product features that are essential to your operations and aims to track and enhance their performance.
- WalkMe’s analytics tools can help determine pain points that users encounter during product usage. By analyzing metrics such as completion rates, time spent, and clicks, you can pinpoint areas that need improvement and make necessary changes to enhance your product or service.
- Engagement features can be utilized to collect customer feedback at different touch points throughout the user journey.
- The feedback collected through WalkMe can help identify recurring patterns and trends in customer behavior and preferences, which can then be used to inform data-driven decisions and optimize your products or services to meet the needs of your customers.
- The analytics tools enable teams to examine feedback data and produce reports emphasizing essential metrics.
Whatfix vs. WalkMe Pricing Comparison
Whatfix’s pricing offers both free and paid plans. The free plan provides basic features such as creating and publishing interactive guides, and real-time analytics.
The paid plans offer advanced features such as analytics and reporting, custom branding, and multi-language support, and are priced based on the number of end users and the level of support required. The exact pricing for the paid plans is not publicly available, and interested customers need to contact Whatfix for a custom quote.
WalkMe focuses on customized plans, so pricing will depend on the features and number of users your company needs.
WalkMe does not publish its pricing. However, a few different sites companies have published WalkMe pricing based on their own experience.
Whatfix vs. WalkMe: What Do Customer Reviews Say?
| WHATFIX | WALKME | |
|---|---|---|
| Capterra | 4.7 out of 5 stars “Best value I found when researching for a product like this. Also the service can not be beat.” | 4.4 out of 5 stars “Sometimes things that were built will randomly stop working. This is typical with most software but can be annoying.” |
| G2 | 4.6 out of 5 stars “Whatfix offers easy content creation and curation, a superior on-screen interface and an intuitive end-user experience, metrics and analytics to facilitate improvements, and intelligent feature upgrades are regularly deployed.” | 4.5 out of 5 stars “WalkMe is bloated compared to competitors. There are so many features which are built and forgotten or unnecessary. The core product gets little love.” |
| Gartner Peer Insights | 4.6 out of 5 stars “The Whatfix sales, launch and support teams are top-notch. They are masterful in their skills, kind and generous in sharing their talents, and brilliantly responsive to our needs. TWO THUMBS WAY UP. This is what all vendor experiences SHOULD feel like: they set the bar high!” | 4.6 out of 5 stars “The biggest issue I have was with the onboarding process. They were busy with a lof of new clients, so we didn’t get the care they promised until they shifted us to a 3rd party vendor. In the meantime, we had to make key decisions and we weren’t guided correctly on how to make those decisions and more importantly the impact of our decision. This caused a lot work and rework for us.” |
| GetApp | 4.7 out of 5 stars “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.” | 4.4 out of 5 stars “Clunky to set up and our trainer got certified, only to find then that the prescribed way of using the product was wrong, which resulted in slower last times for our app. Difficult to determine ROI.” |
| TrustRadius | 9.1 out of 10 stars | 8.0 out of 10 stars |
According to G2.com’s data from real users of Whatfix and WalkMe, customers found:
- Whatfix to be easier to use, set up, and administer than WalkMe.
- Whatfix to have far superior customer service and support compared to WalkMe.
- Whatfix to have a better product direction than WalkMe, with a better, more robust product roadmap and feature update that is heavily influenced by customer feedback.
Both Whatfix and WalkMe offer effective solutions for digital adoption and process automation. However, after comparing the two platforms, it’s clear that Whatfix stands out as the better choice.
With its advanced analytics, real-time performance metrics, and customizable branding options, Whatfix provides a more comprehensive solution for businesses looking to optimize their digital processes. Its wide range of integrations with popular tools also makes it easier for organizations to streamline their workflows.
Learn more about how Whatfix offers a robust yet user-friendly platform that can help your organization achieve its digital transformation goals today.
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