Whatfix vs. Appcues: DAP Comparison
- Published: April 13, 2023
Digital adoption has become a critical aspect of modern business, with studies from Accenture indicating that companies with effective digital adoption strategies experience 26% higher revenue growth rates than those without. As a result, organizations are increasingly turning to digital adoption platforms (DAP) to improve user onboarding, reduce churn, and drive higher engagement rates.
As the competition heats up, businesses must carefully evaluate their options to determine which platform best meets their needs. In the words of digital adoption expert and consultant, Lisa Anderson, “The selection of a digital adoption platform is critical, as it can make or break a company’s digital transformation efforts.” Two such platforms, Whatfix and Appcues, have emerged as popular options for businesses.
With Whatfix and Appcues both offering robust solutions, it can be difficult to decide. Both Whatfix and Appcues offer in-app guidance and user engagement solutions to help businesses improve user onboarding, increase customer retention, and reduce churn.
How do you decide which DAP is best for your business?
In this comparison, we’ll take a deep dive into each DAP’s features, pricing, and customer support of both platforms to help you make an informed decision.
Whatfix vs. Appcues: Comparing Key Features
Whatfix features
1. No-code editor for creating in-app guidance
With Whatfix, users can create in-app guidance and smart flows using a no-code editor. The editor is designed to be user-friendly, allowing anyone to create interactive tutorials, walkthroughs, and other forms of in-app guidance without any coding skills.
Through a visual interface, the no-code editor enables users to add steps, graphics, and other elements to their smart flows and customize them to their preferences. The editor also includes analytics and A/B testing features, allowing users to measure their guidance’s effectiveness and optimize it for better results.
Once created, the resulting guidance can seamlessly integrate into web-based applications, delivering a smooth user experience.
2. Self-service help and support
Whatfix offers a customer self-service help and support solution that allows end-users to access the information they require without contacting the support team. This feature is integrated into the in-app guidance and smart flows created using the platform’s no-code editor.
Users can easily find the information they need without needing support by providing context-sensitive information and assistance, such as step-by-step instructions, FAQs, and other helpful resources. The self-service help and support feature empowers users to resolve issues quickly and efficiently, reducing the load on support teams and improving the overall user experience.
3. Product analytics and user segmentation
Whatfix provides a product analytics and user segmentation feature that enables organizations to obtain insights into how their end-users interact with in-app guidance and smart flows. The analytics offer information on user engagement and adoption, making it possible to measure the effectiveness of the guidance.
This data can be segmented based on various criteria, such as location, role, and device type. These segments can help uncover how different user groups engage with the guidance, leading to a more customized approach.
User segmentation also allows for the creation of custom segments based on specific user criteria, which can be analyzed to gain a deeper understanding of their needs. With Whatfix’s product analytics and user segmentation, organizations can make data-driven decisions to improve user engagement and adoption.
4. Feedback surveys
Whatfix offers feedback surveys that enable organizations to collect end-user feedback on their experience. These surveys can be conveniently integrated into the guidance flows and triggered at specific points in the user journey, providing valuable insights into the effectiveness of the guidance.
The feedback collected through rating scales, open-ended, and multiple-choice questions can be tailored to meet your organization’s unique needs. The impact of the surveys can be analyzed in real-time and segmented based on specific criteria, allowing organizations to improve the user experience through data-driven decision-making.
With Whatfix’s customizable feedback surveys and real-time analytics, organizations can continuously improve their guidance and enhance the overall user experience.
5. Multi-format exporting
Whatfix’s multi-format exporting feature provides the flexibility to export in-app guidance and smart flows in various formats, enabling organizations to share and distribute the guidance in different ways.
The feature supports exporting guidance in multiple formats, including HTML, PDF, xAPI, and SCORM, allowing for easy embedding of guidance in web-based apps and use in training materials. The exported guidance can be customized with branding and other elements to ensure consistency across all formats.
The multi-format exporting feature allows organizations to deliver guidance in the format that best suits the user’s needs, promoting accessibility and usefulness. This approach can enhance user engagement and adoption over time, ultimately improving the overall user experience.
6. Multi-language translation
Whatfix’s multi-language translation feature enables organizations to translate their in-app guidance and smart flows into multiple languages, providing a localized user experience that can reach a global audience efficiently.
The platform’s built-in translation tools can easily translate guidance into various languages. It can also automatically detect the end user’s language, delivering guidance in their preferred language. The translated guidance can be reviewed, edited for accuracy, and updated in real time.
Multi-language translation improves user engagement and adoption by providing a personalized user experience that resonates with users, regardless of their language or location. It also reduces support requests over time by making guidance easily accessible to a wider range of users. By providing guidance in multiple languages, organizations can ensure their guidance is accessible and relevant to a diverse audience, ultimately improving the overall user experience.
Appcues features
1. Visual editor
With Appcues’ visual editor, you can easily craft tailored user experiences without requiring any coding skills. This tool allows you to design and personalize tooltips, pop-ups, and banners, which can serve as guidance for users navigating your website or platform.
The editor provides a diverse range of design templates, colors, fonts, and images that you can choose from to create an immersive experience. You can enhance the experience even more by incorporating interactive elements like clickable buttons, videos, and animations.
A notable feature of Appcues’ visual editor is its real-time preview, which enables you to view the experience as you design it. This feature empowers you to make necessary adjustments and changes, ensuring the final product is perfect before going live.
2. Targeting and segmentation
Appcues offers a targeting and segmentation feature that allows you to create tailored user experiences by leveraging specific criteria such as user behavior, demographics, and preferences. By doing so, you can create personalized experiences for distinct user groups, potentially enhancing engagement rates and driving conversions.
With the targeting and segmentation feature, you can generate user segments using various criteria such as user behavior, location, and device type. This empowers you to target specific user groups with bespoke experiences that are customized to their unique needs and preferences.
3. Analytics and reporting
Appcues offers a comprehensive analytics and reporting feature that enables you to monitor and assess the efficacy of your experiences. This tool allows you to scrutinize user behavior, engagement rates, and conversion metrics, providing valuable insights into how users interact with your product.
Appcues’ analytics and reporting feature allows you to access a diverse range of metrics and data points, including click-through rates (CTR), conversion rates, and engagement rates. This empowers you to comprehend which experiences appeal to your users and drive the highest engagement and conversions.
Appcues’ analytics and reporting feature also provides detailed user behavior data such as user navigation, pages visited, and the duration of each visit. This data can help identify any areas that may be causing friction and enable you to optimize experiences accordingly.
4. Integrations
The integrations feature offered by Appcues aims to facilitate the seamless integration of experiences with other software and tools that businesses may already be using. This feature lets you link Appcues with third-party applications, such as email marketing tools and customer relationship management (CRM) software.
By leveraging the integrations feature, businesses can optimize user experiences and increase engagement rates by harnessing the power of their existing software stack. For instance, integrating Appcues with CRM software can allow businesses to personalize user experiences based on demographic data, purchase history, and other customer data points.
Integrating Appcues with email marketing tools enables the creation of personalized experiences that are triggered by specific email campaigns. This can foster engagement rates and drive conversions by providing users with a tailored and consistent experience across multiple touchpoints.
TIP: Explore the best Appcues DAP alternatives.
Meets Requirements
Ease of Use
Quality of Support
Good Business Support
Audio/Visual Walkthroughs
Whatfix vs. Appcues: Use Cases
DAP usage can be classified into two main categories, namely employee experiences and customer experiences.
Employee experiences strive to encourage employees to use internal applications such as CRM, ERP, and HCM. These use cases involve providing in-app onboarding, training, and continuous support based on employee roles to ensure seamless adoption.
In contrast, customer experiences aim to promote the use of customer-facing applications. Use cases in this category encompass solutions for user onboarding, customer support, and other use cases related to driving customer adoption.
Employee Experience (EX) Use Cases
| WHATFIX | APPCUES | |
|---|---|---|
| Employee Onboarding |
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| Employee Training |
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| Performance Support |
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| IT Support |
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| Change Management |
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| Digital Transformation |
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Customer Experience (CX) Use Cases
| WHATFIX | APPCUES | |
|---|---|---|
| Customer and User Onboarding |
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| Customer Self-Support |
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| User Engagement Monitoring |
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| Product Analytics |
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| Customer and User Feedback |
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| Digital Transformation |
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Whatfix vs. Appcues Pricing Comparison
Whatfix pricing
Whatfix’s pricing offers both free and paid plans for its pricing model. The free plan provides fundamental features, such as the ability to create and publish interactive guides, as well as access to real-time analytics.
On the other hand, the paid plans offer advanced features, including analytics and reporting, custom branding, and multi-language support. The pricing for the paid plans is determined by the number of end users and the level of support required. However, the exact pricing for the paid plans isn’t available to the public, and interested customers need to contact Whatfix to obtain a custom quote.
Appcues pricing
Appcues provides various pricing plans that cater to different levels of features and support required by users. They offer a free trial period that allows users to test the software before committing to a paid plan. The pricing plans are based on the number of monthly active users (MAUs) and can be billed either monthly or annually. The plans are divided into three tiers: Basic, Growth, and Enterprise, with each tier offering increased levels of features and support.
Appcues also offers the option of custom pricing plans to meet specific requirements of customers. For an additional fee, users can also access add-on features, such as the ability to translate user flows into multiple languages and personalized training sessions.
Whatfix vs. Appcues: What Do Customer Reviews Say?
| whatfix | appcues | |
|---|---|---|
| Capterra | 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.” | 4.8 out of 5 stars “The installation is difficult/impossible without the intervention of a developer. It seems to be a very ‘American’ business in that there’s an assumption that creating experiences in English is enough for most people, support for multilingual flows/checklists/NPS is an enterprise feature – which I find bizarre.” |
| G2 | 4.6 out of 5 stars “Guided user flows have got to be the best feature of the solution. From a multi-country standpoint – the auto-language translation feature not only is uncannily accurate but also saves dollars spent on translation & maintenance avenues.” | 4.7 out of 5 stars “Even though the app features are extensive, the learning curve is also a bit steep for colleagues who are not familiar with apps like this. Also depending on the flow you’re creating, some aspects of the segmentation need a lot of manual work (such as alerts, event tracking, and goals) which can be a blocker, but overall I’m very happy with the level of support they offer.” |
| Gartner Peer Insights | 4.6 out of 5 stars “Whatfix makes it easy to create end-user documentation and deliver it to them in dynamic ways that meet various users’ learning styles. The user experience both for documentation creators and documentation consumers is drastically improved from pre-Whatfix days!” | No reviews or ratings available |
| GetApp | 4.7 out of 5 stars “I think overall it is a very good tool, very easy to set up (which impresses customers), has enough degree of customisation to please customers, really unparalleled customer service.” | 4.8 out of 5 stars “The onboarding of Appcues itself was difficult. It took me a lot of sessions with the Appcues staff to get it setup properly on our site.” |
| TrustRadius | 9.1 out of 10 stars “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.” | 8.6 out of 10 stars “Appcues works well for building in-app walkthroughs, modal windows to pop up information to users, and collect feedback from users. It’s very easy to use, but it can be cumbersome at times and you do run into roadblocks that force you to create workarounds. For more purposes Appcues works great.” |
In today’s digital age, businesses need to automate their processes and achieve digital adoption to remain competitive. While both Whatfix and Appcues are powerful tools for achieving this goal, a detailed comparison reveals that Whatfix is the better choice for businesses looking to optimize their digital processes.
Whatfix is a comprehensive solution for businesses seeking to optimize their digital processes and achieve digital adoption. Its advanced analytics, customizable branding options, a wide range of integrations, and user-friendly interface make it the ideal platform for organizations that want to streamline their workflows and achieve their digital transformation goals. By choosing Whatfix, businesses can gain a competitive edge, improve productivity, and ultimately succeed in today’s dynamic business landscape.
Discover how Whatfix provides a powerful and intuitive platform that can assist your organization in accomplishing its digital transformation objectives today.
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