What Is a Digital Adoption Platform?

A digital adoption platform (DAP) enables organizations to create onscreen overlays for mobile or web apps that enable end-users (customers or employees) with contextual in-app guidance and support in the flow of work, ultimately driving end-user adoption. With a DAPs no-code content editor, you can create, launch, segment, and test in-app experiences like product tours, interactive walkthroughs, task lists, tooltips, pop-ups, self-help centers, and field validations to assist users and guide them through every aspect of an application and its contextual tasks and workflows, ensuring proper usage. 

DAP-guidance-with-whatfix
whatfix-digital-adoption-platform-logo

With Whatfix’s AI-powered DAP, you can create in-app guidance, support users in the flow of work, and analyze application usage.

The Importance of a DAP in the Digital Workplace

DAPs first gain traction as a way for customer-facing teams and product managers to create product-led onboarding experiences, helping new users realize value quickly with guided experiences – all without the need for technical resources. Product managers could track, benchmark, and analyze the impact of their in-app tutorials and flows, and make data-driven improvements to these experiences.

As modern enterprises now rely on “mission-critical” enterprise software, organizations must invest in similar strategies to create frictionless employee experiences and digital business processes. When you invest in new technology for your company or as part of your product, you want your customers and employees to use the technology to its fullest extent. DAPs show people each feature of the technology and how to use it, guiding them to their aha moment faster. This helps ensure your company gets maximum value (and therefore maximum ROI) from the application by driving digital adoption.

In our 2024 Digital Adoption Trends report, 93% of employees said three or more applications are required to complete their day-to-day responsibilities, while 50% said that number was over 50%. This number skyrockets when you consider the number of applications an employee uses weekly or monthly.

However, a digital skills gap in the workforce widens as technology evolves. Companies have historically failed to adjust to this change, with 33% of employees saying they received an hour or less of training and onboarding when asked to use new software. 78% of employees said they lacked the software expertise and knowledge of the tools they use daily and could use additional training.

Inappropriate software use and issues with onboarding and other user processes cause more than 91% of enterprise software errors. Digital adoption platforms help prevent user error in the application by walking people through different processes and tasks. IDC’s Future of Work Trends 2024 predicted that by 2027, 80% of G1000 organizations will mitigate technical skills shortages and conduct employee upskilling with a DAP.

Benefits of a Digital Adoption Platform

Digital adoption platforms empower organizations to find true digital ROI of internally-used software applications, onboard and support customers across their products or on their website, understand and analyze how end-users engage with apps and navigate workflows, and create a frictionless experience for all technology end-users – whether that’s an account executive using a CRM, a field service technician using a tablet-based app, a patient navigating their online patient portal, or a customer finding value in your SaaS platform.

With that said, the following benefits apply to all modern DAP solutions:

User Attribute

Guided User Onboarding

For internal enterprise software, DAPs accelerate user onboarding by enabling end-users to learn by doing and providing in-app training on their tasks and workflows, reducing new employees’ time to proficiency. For customer-facing and product teams, DAPs provide contextual product-led user onboarding that drives adoption rates and accelerates new customers’ time to value. Reduced dependency on engineering to create in-app experiences, allowing product teams to be more agile.

Salesforce-Flow
self-service-user-support

Self-Service User Support

DAPs deflect support tickets by embedding Self Help into your application UI, enabling end-users with self-service support experiences. Self Help integrates with your knowledge repositories, providing process documentation, SOPs, FAQs, technical support, software documentation, and product help directly in your application’s workflows. This reduces dependency on your help desk and end-user support teams by providing end-users with an on-demand, AI-powered support assistant, improves knowledge sharing, and transforms CX.

whatfix-ai-self-help
Improve user engagements and drive conversions

Accelerated Digital Transformation & Frictionless IT Change

Accelerate adoption of newly implemented applications, helping organizations realize value from new software implementations and support end-users with a change management strategy that enables end-users. By continuously supporting end-users in the flow of work, organizations can maximize the ROI of digital transformation investments, improve their digital maturity, and achieve business outcomes.

in-app-user-training

Hands-On Upskilling & Embedded Reinforcement Training

By supporting end-users at the moment of need, organizations can provide constant upskilling and reinforcement training to their employees. This reduces time-to-task completion, builds digital dexterity and more tech-savvy employees, and facilitates workplace innovation. In the long term, it acts as a catalyst to improve employee productivity, efficiency, and overall digital workplace experience.

workflow-guidance

Process Governance, Application Usage Tracking, & Workflow Optimization

DAPs act as a process governance guardrail and ensure compliance, guiding end-users through the most streamlined workflow steps by providing contextual tips and reminders to ensure end-users avoid errors, stay on track, and enter data correctly. Analyze processes to identify where users experience friction and benchmark time-to-task-completion. Launch new in-app guidance to overcome process friction and track a continuous improvement approach to your application tasks and workflows.

Whatfix-Guidance-Analytics-GIF
new-feature-adoption

New & Advanced Feature Adoption

Build your new feature launch plan with a digital adoption platform. Drive awareness of new features by making an in-app announcement with a Pop-Up. Embed how-to-use videos on new features in your Pop-Up and create beacons and tooltips that nudge users to use new features. Guided Task Lists and Flows walk users step-by-step through new feature and embed your product release notes into Self-Help. Take the same approach to advanced features to improve overall product usage and build power users.

in-app-user-notifications

Deliver In-App Communication

Communicate to users directly with in-app messages. Announce upcoming trainings or webinars via Pop-Ups or embed new how-to videos or product announcements into a contextual message. Target specific user segments based on their role, usage, or trigger actions to drive engagement and improve product usage.

Task List

Collect In-App User Feedback

Collect user feedback from users inside your application with in-app surveys. From CSAT, eNPS/NPS, product bugs, feature requests, or general end-user feedback, DAPs enable teams to collect qualitative feedback and close the feedback loop, allowing users to directly influence the product roadmap, improve employee experience, and drive user engagement.

whatfix-feedback

Features of a Digital Adoption Platform

DAP software’s core functionality is to support end-users at the moment of need by guiding them through different application features and processes, offering step-by-step instructions to help them complete specific tasks.

Modern DAPs offer a range of features to support your specific technology adoption needs, whether you’re looking for a solution to facilitate in-app guidance and support for customer or employee end-users (or anything in between).

With that said, here are the core capabilities and features that make a digital adoption platform a proper DAP:

No Code Editor

No-code content editor

DAPs provide a simple content creation experience via a no-code editor. This enables non-technical team members to create, manage, and update in-app experiences without requiring engineering support. Customization features allow content creators to style in-app content to match your company’s or product’s branding.

user guidance

In-app guidance

Utilize a library of in-app guided elements including product tours, interactive walkthroughs, tooltips, hotspots, field validations, pop-ups, and launchers. Advanced DAPs provide if/then workflow builders and segmentation features to target specific types of users based on role, experience level, end-user type, etc.

Self-service help center

Integrate your knowledge repositories (knowledge base, help desk, process documentation, company procedures, Google Drive, etc.) within an in-app help center to provide self-service support to end-users that deflects support tickets and drives process governance.

In-app surveys

Easily create and launch in-app surveys to collect user feedback like new feature requests, product bugs, eNPS/NPS, customer sentiment, or post-training recommendations by utilizing a library of survey templates.

Guidance analytics

Understand how end-users engage with and use your in-app content, like “what is the most asked help center questions?”, “what is the completion rates of my user onboarding task lists?”, “how many times did a user launch an interactive walkthrough?”, and more.

GenAI

Modern DAPs train LLMs on your knowledge repositories, turning your help center into an in-app digital assistant and resolving any end-user issue. AI-powered DAPs assist in creating new in-app content, analyzing analytics to identify trends, and supporting end-users in completing routine tasks.

Advanced DAPs also offer additional features tailored to different use cases, including auto-translation of content, dynamic content, multi-format content exporting, and more.

WHITEPAPER
How to Build an Enterprise DAP Business Case

Types of Digital Adoption Platforms

As seen above, digital adoption platforms can be used across dozens of digital workplace cases, helping to make applications more user-centric. 

However, not every digital adoption platform provider is intended for every use case. While a few DAP vendors can provide comprehensive, full-coverage solutions for multiple use cases, other DAP vendors are tailored to meet specific technology adoption needs.

DAPs fall into one of two categories: a comprehensive, multi-purpose DAP or a best-of-breed DAP.

  • Pure digital adoption suite solution: DAP providers like Whatfix can be implemented on any type of application, including web, mobile, tablet, and desktop applications. They can be used on internal enterprise software, supporting employees in the flow of work or can facilitate in-app guidance and assistance for customer-facing applications. These providers typically also have additional add-on products like product analytics or sandbox creation tools to help provide a full cycle technology adoption partner..
  • Best-of-breed DAP: On the other hand, best-of-breed DAP providers focus on one or two core use cases, supporting specific types of applications (like Apty for CRMs), implementation types (like Appcues for mobile apps), or end-user types (like CommandBar or UserGuiding for simple customer-facing web applications).

Often, best-of-breed DAPs are behind those DAP vendors with a larger market presence and a more comprehensive set of use cases, from application type to implementation method to end-user roles.

While your initial use case may require a DAP for only one use case, consider how a DAP could facilitate better experiences, maximize technology ROI across other parts of your organization, and create unified experiences for processes that span multiple applications. For example, consider the core mission-critical software your organization relies on – your HCM, CRM, ERP – or industry-specific software like EHR systems in healthcare or claims management software in insurance.

Use Cases for a Digital Adoption Platform

DAPs enable end-users to get the most out of their desktop, web, and mobile applications with in-app guidance, contextual tips, and self-help user support. But what does that mean, and what can organizations do with a DAP?

Let’s explore sixteen ways to use a digital adoption platform across your application experiences and business units. We’ll explore use cases for:

  • CIOs, Application Owners, and IT Managers
  • Customer Service and Success Teams
  • HR & L&D Teams
  • Product Managers

1. CIOs, Application Owners, and IT Managers

CIOs, application owners, and IT managers are responsible for their enterprise’s IT roadmap, which includes digital transformation, change management, software implementations, and employee IT support. Here are a few ways DAPs enable CIOs to achieve their digital strategy.

nterprises must keep up with digital technologies to meet evolving customer expectations, stay competitive, and enable their employees with more productive and efficient workflows.

But simply implementing software won’t work. Your organization needs to create an end-user enablement strategy – from guided onboarding, reinforcement training, and self-help support content to learn the complexities of new digital technologies, avoid errors, ensure process governance, and achieve business outcomes.

With a DAP, IT teams can accelerate change and drive digital transformation through in-app guided flows, onboarding task lists, smart tips, field validations, self-help wikis, and more – all contextual to certain types of employees and business units, no matter how they use an application.

Modern employees, on average, use 12 applications to achieve their duties and responsibilities. This has led to an increase in the need for internal IT and help desk support.

With a DAP like Whatfix, IT teams can embed a self-help wiki onto their digital applications, from their CRM, ERP, HCM, email, and more, to provide employees with a self-service user support portal at the moment of need, anywhere they are.

These IT self-help portals connect with organizations’ knowledge repositories, including knowledge bases, process documentation, LMS, Google Drive, internal portals, and more. Employees can search for the specific issue they’re encountering to find the contextual support they need, often prompting a connected in-app flow that walks users through the process they need help with.

Often, employees are unaware of the right processes they need to follow. They complete a task once, then follow the workflow that has previously worked for them for the foreseeable future. That doesn’t mean the workflow they’ve adopted is the correct way – and many times, this leads to poor data quality, inefficient workflows, and messy application implementations.

With a DAP like Whatfix, organizations can prompt users with contextual tips and information when they’re not following the correct user journey. You can ensure that specific data fields are mandatory for processes like creating new opportunities on a CRM or completing a performance review in an HCM. IT teams can also ensure that the data is entered in the correct format and that all data sets are clean and usable.

 field-validation

DAPs facilitate frictionless change management for enterprise organizations by supporting end-users throughout the change process with in-app guidance, on-demand support, and feedback mechanisms. 

Announce upcoming process updates, regulation changes, or company news via an in-app pop-up. Guide end-users through new workflows with Flows and familiarize them with their tasks with Task Lists. Self-help allows you to integrate your knowledge repositories within your applications, helping end-users resolve any change-related support issue. Collect change feedback from users on what went right, their concerns, and how future change projects should roll out.

Leaders can craft efficient business processes, but organizations will only extract value from them if end-users are correcting using them. When end-users fail to follow the correct process steps, they encounter time-to-task completion times and enter data incorrectly. This becomes a snowball effect, with applications not providing the business value they initially intended and data becoming so dirty that insights can’t be extracted from them.

A digital adoption platform acts as a guardrail for your business processes and helps end-users understand and follow the correct path for each workflow. This in-app governance drives process adoption and ensures data is entered comprehensively and in the right format. A DAP also provides application owners with insights into taking a data-driven approach to continuous process optimization. By identifying areas of friction causing funnel dropoff or slow process times, IT leaders can make necessary changes to workflows and create new in-app support content to create frictionless processes.

2. Customer Service & Success Teams

Customer success teams are tasked with customer onboarding, support, retention, and growth strategies to enable partners to get the most out of a product or service. Here are a few ways DAPs enable customer-facing teams to provide a better customer experience:

Traditionally, customer onboarding took a white-glove approach, with customers having in-person training or 1-1 video conferencing to get started using a product. Now, SaaS companies and digital services have moved into self-service onboarding direction, where customers are enabled with in-app experiences that guide them through the onboarding process.

With a DAP like Whatfix, customer-facing teams are empowered with no-code tools to create contextual onboarding experiences for different types of customers. These experiences can include product tours, onboarding task lists, tooltips, beacons, and more – all helping to guide new customers to their “aha!” moment and ultimately driving product adoption.

69% of all people prefer web self-service over other forms of support. Customer self-service empowers customers to solve their support-related issues without waiting for a support agent and improves your customer service agents’ productivity by deflecting support tickets.

With a DAP like Whatfix, customer-facing teams can provide real-time support at the moment of need, directly inside their digital applications or website. Whatfix integrates with a company’s support repositories like their knowledge base, FAQs, support portal, online community, support documentation, API documentation, and more, enabling customers to use an in-app wiki to find answers to support-related issues, without leaving the application or submitting a support ticket.

The self-help wiki is populated with contextual support documentation and answers based on where the end-user is in an application. End-users can also search for any contextual issues they are facing. Whatfix’s Self Help also collects data on what users are searching for, providing insights into what new documentation needs to be created and helping identify areas of friction inside a product.

After onboarding and customer support, customer-facing teams are tasked with building relationships with partners, learning about related issues they’re facing in their organization, showcasing how their product can be leveraged in new ways to help solve these problems, and retaining and upselling customers when their contracts are up for renewal.

With a DAP like Whatfix, customer-facing teams can create in-app beacons, tooltips, and pop-ups that provide timely reminders for customers, such as prompts to check out a newly launched feature, offering contract renewal discounts, and educating customers on new use cases for your product that can create upsell opportunities.

After onboarding and customer support, customer-facing teams are tasked with building relationships with partners, learning about related issues they’re facing in their organization, showcasing how their product can be leveraged in new ways to help solve these problems, and retaining and upselling customers when their contracts are up for renewal.

With a DAP like Whatfix, customer-facing teams can create in-app beacons, tooltips, and pop-ups that provide timely reminders for customers, such as prompts to check out a newly launched feature, offering contract renewal discounts, and educating customers on new use cases for your product that can create upsell opportunities.

Releasing a new feature? Is your pricing changing? Are you hosting an upcoming customer training webinar? Are you launching a new product line? A digital adoption platform enables customer success teams to have a direct line of communication with customers and end-users, driving awareness of new product news and marketing campaigns.

Accelerate new support agent onboarding by providing hands-on training experiences. Support them in real-life scenarios with Self Help, providing a repository of how-to-resolve guided workflows that help them find SOPs and resolve issues quickly. 

For complex B2B products, customers rely on their CSM to help them set up their new software, train them on how to realize value from it and help provide new use cases for maximizing ROI. However, this requires CSMs to have the nuanced product knowledge to understand the application, easily utilize its features, and communicate its benefits. With a DAP, product knowledge training for your CSMs and sellers becomes simple with interactive in-app guidance that helps your customer-facing teams learn how to use the tool and its features.

3. HR & L&D

HR & L&D teams are tasked with onboarding new hires, providing upskilling and reskilling, developing internal talent, communicating change and company announcements, and creating an employee experience that empowers employees. Here are a few ways DAPs enable HR and L&D teams to provide guidance and support across the employee lifecycle:

A core area of ownership of L&D and HR teams is employee onboarding. With hybrid and remote work, new hire onboarding has become more difficult for HR teams who must balance getting new hires up to speed on internal tools and processes with introducing and integrating teams into social ecosystems.

With a DAP like Whatfix, enterprise HR teams can create in-app guided onboarding experiences to help employees familiarize themselves with your digital workplace and reduce their time-to-proficiency to get them productive quicker. With Whatfix, teams can create guided tours and onboarding checklists to show new hires how to use their new CRM, HCM, ERP, and other enterprise tools. HR teams can also create pop-ups to introduce new hires to company culture. Create replicate application sandboxes to provide hands-on, interactive user training without risking live software usage.

With constant technology evolution, agile business processes, and constant workflow optimization, employees require constant upskill support and reinforcement training to complete their daily responsibilities and tasks.

With a digital adoption platform, support your employees in the flow of work with contextual, role-based guidance. Flows provide support on complex workflows or infrequently done tasks. Smart Tips provide time-sensitive information that help end-users perform the right action. Field Validations ensure data is entered correctly and comprehensively. Self Help acts as a personal AI assistant, pulling information and SOPs from your knowledge repositories directly into the digital workplace.

HR teams are inundated with people-related questions all the time. These questions may include things like:

 

  • How do I request time off?
  • How do I access or update my benefits?
  • How do I change my 401k contributions?
  • What days are official company holidays?
  • How do I submit an expense report?
  • How do I see the company org chart?
  • How do I change my email password?

 

With Whatfix, HR teams can empower employees with an internal Self Help wiki that overlays their digital workplace and allows employees to search this embedded wiki for any company-related or HR question.


This wiki can also include process support for HR processes that employees may have trouble with, such as how they can complete their performance review or update their personal information in their HCM. This accelerates HR digital transformation, reduces HR-related support issues, improves process adherence, improves employee engagement, and creates a more robust experience for hybrid and remote team members.

HR teams own company-wide communication and employee engagement pushes. These company announcements may be for:

  • An upcoming company event.
  • Open enrollment times.
  • Employee performance reviews.
  • An upcoming all-hands meeting.
  • Switching to a new HR-related software application (think an expense management tool.)
  • Announcing a new product or service.

HR teams may rely on emails or Slack messages to get the word out about these announcements. But with a DAP like Whatfix, HR can create pop-ups that overlay on the screens of employees when they log into their email or other applications. HR teams can include a simple message with a CTA attached to a third-party link, include a video in the pop-up, or attach the pop-up CTA message to an in-app guided flow that walks employees through more complex processes (like completing your benefits enrollment or performance review.)

Measuring training effectiveness is a significant challenge for L&D teams. With a DAP like Whatfix, L&D teams can use training gamification to measure learning retention and improve employee engagement. Whatfix’s no-code editor enables non-technical L&D professionals to attach in-app quizzes after a training or onboarding session to gauge how effective the material was and if employees achieved their learning goals, or need additional training.

Gathering employee feedback is another essential aspect of HR teams, from understanding overall sentiment and employee NPS, to gathering feedback on specific training and onboarding sessions. With a DAP like Whatfix, HR teams are empowered with the no-code tools to build and launch in-app native surveys to collect employee feedback in their digital workplace. HR teams can also attach these feedback surveys directly after guided flows and self-support experiences, helping to collect real-time feedback.

4. Product Teams

Product managers are tasked with creating product-led onboarding experiences that reduce time-to-value and drive product adoption. Here are a few examples of how a DAP empowers product teams.

Product tours are the first experience new users have with a product. Typically, product managers rely on their engineering team to build and manage their product tours.

With a DAP like Whatfix, product managers are empowered with a no-code editor to create native-looking, branded product tours for first-time users. Whatfix allows product managers to create in-app pop-ups including embedded videos or that prompt guided experiences.

Whatfix also collects user data on how they interact and engage with these product tours, allowing product managers to iterate and test their product tours on the fly, without engineering dependencies.

User onboarding goes far beyond a simple product tour. And with a DAP like Whatfix, product teams can create entire in-app guided user onboarding experiences for different user cohorts without engineering support. With Whatfix’s no-code editor, product managers can create, launch, and test various onboarding UX elements, including user onboarding checklists, product tours, interactive walkthroughs, tooltips, and more – all while staying on brand with native-appearing onboarding modules.

With a DAP, feature management becomes a breeze for product managers. Use in-app surveys to collect feature requests and identify product bugs. Craft a new feature announcement strategy by leveraging in-app messaging to drive awareness of your product updates. Embed a video explainer in a Pop-Up and connect a guided Flow to the CTA action, helping guide users through your new feature. This allows users to realize the value of a new feature fast, helping to drive feature adoption.

Does your product have a major new update coming, like a new feature or interface redesign? With Whatfix, product managers can prompt users with in-app pop-ups to make product announcements or showcase new features to users – without asking for engineering support. Product teams can embed a video in these pop-ups, or link the CTA to their product release notes for major updates or a blog post for additional context.

DAPs provide the no-code tools for product managers to drive user engagement with in-app experiences. Create Pop-Ups to alert users of a new promotion or deadline and launch Smart Tips that nudge users to take specific action. Create a segmented in-app tutorial that helps struggling users gain experience with advanced features. Convert freemium users to paid subscribers by prompting them with in-app Pop-Ups and Launchers.

Salesforce-Flow

Software Clicks with the Whatfix Digital Adoption Platform

Whatfix enables employee and customer end-users in-app guidance and self-help support to unlock their full potential on desktop, web, and mobile applications. Whatfix’s no-code editor provides a simple way to create branded product tours, user onboarding checklists, pop-ups, process change alerts, new feature announcements, feedback surveys, and more. Understand your digital adoption and product usage with advanced user behavior and product analytics.

The Best Digital Adoption Platforms

There are many digital adoption platforms to choose from. For this list, we looked for the most highly rated DAPs and for ones that offered the widest selection of helpful features for business applications.

Here are some of the best digital adoption platforms:

  1. Whatfix: Offers contextualized guidance, surfacing relevant walk-throughs and self-help materials based on the user’s role and where they are within the application.
  2. Appcues: Fully integrates with your product, so guidance appears native, and customers have a consistent experience throughout the app.
  3. Userlane: Offers in-app communication so you can send messages directly to users to provide support, ask for feedback, or promote new features.
  4. WalkMe: Provides insights and analytics across multiple applications so you can see exactly where users are struggling, allowing you to develop an appropriate digital adoption strategy.
whatfix-reviewer-autozone
5/5
Whatfix has solved the new user onboarding issues that AutoZone faced. Having Whatfix as a centralized place for our latest training documentation is a game-changer and a major-league instrument for AutoZone.
Alan C.
Senior Content Development at AutoZone

How to Choose a Digital Adoption Platform

Choosing a DAP that is specific to the needs of your organization can be a complicated task. The best method is to consider the potential features of a digital adoption platform and choose the platform that offers features that address your business’s core concerns.

To make this easier, we put together a list of features to consider when choosing a platform for your company:

1. In-app guided learning experiences

DAPs core functions are their in-app guided content and learning experiences. DAPs provide organizations with the tools to create multiple types of guided content, including:

digital-assistant-gif

When choosing a DAP, be sure to check the various features included in their platforms to align their content creation capabilities with your in-app learning needs.

2. Easy content creation and management

DAPs require various levels of content creation skills. Some require teams to know coding, while tools like Whatfix are a complete no-code content creation platform.

whatfix-content-creation

Once you create and publish the training content, you still might need to make updates on a regular basis. Your DAP should allow you to quickly update your existing content and release it to your users within as short a time frame as possible.

3. Contextual self-help support

One of the most powerful features of digital adoption platforms is contextual self-help widgets that are embedded into your applications. This provides end-users with a repository of help content and support documentation, in the flow of work.

self-help-gif (1)

These self-help widgets integrate with your knowledge base, intranet, file storage system, and online links to provide users with a searchable self-help assistant to find answers and documentation to contextual application support questions.

4. User behavior analytics

DAPs provide various levels of employee and user behavior data by capturing how applications are being used, and how your in-app content is being consumed – without requiring engineers to create a technical user event tracking framework.

This empowers product managers to own product analytics, enabling them to track critical product adoption metrics, experiment and iterate with product improvements, and understand how users engage with their product.

whatfix-analytics

This allows for teams to understand gaps in their learning content and improve onboarding and training.

5. Automate multi-format content creation

Some DAPs like Whatfix automatically repurposes in-app content in various content formats, allowing employees and users to download and export the training content as PDF documentation, slide decks, and videos.

Multiformat_Export

6. Built-in user feedback

Some DAPs such as Whatfix provide organizations with the ability to capture employee feedback, customer feedback, and end-user feedback in real-time, embedded directly in applications. This includes gathering data and feedback from:

  • Customers and users on NPS scores, feature requests, user flows, friction areas, new user onboarding, help content, and more.
  • Employees on post-onboarding and training, performance support, IT support, employee experience, and more.

7. Easy implementation and integration

DAPs are enterprise-grade applications, which means they could be time-consuming and tedious in nature during implementation. It’s critical to research and select a DAP that offers implementation services and/or implementation through partners.

You’ll also need to confirm that the DAP you select will integrate with both your other learning software (ie. your LMS), as well as the enterprise applications and custom apps you want to deploy in-app content on.

8. Customer support

When we talk about support, it is important to note that we mean all-round customer support. What this means is that you need to look for assistance that starts right from the time you consider purchasing a DAP to its implementation and throughout the customer lifecycle. Ideally, it should cover technical assistance, implementation support, and client success. Support in the broadest sense is making sure that your customer derives the full potential from your solution. It needs to be 24/7, interactive, and more importantly, immediate. 

We would suggest that you look for customer reviews on multiple software listing sites such as CapterraG2, TrustPilot etc. that speak about the support and customer service offered by a vendor. 

More than just technical support, what you need is continuous guidance on the value derived by using the platform. A point of contact who understands your organizational setup, your goals with the platform and accordingly provides end-to-end assistance to your users to ensure that you hit the intended milestone.

How to Implement a DAP

Implement your digital adoption platform successfully and effectively by following these simple strategies:

  • Educate employees about software adoption.  Talk to employees about the new technology you are adopting and the digital adoption platform you’ll use. Educate them on the benefits of a DAP and the increased access to self-help materials that it will provide.
  • Integrate your existing knowledge base.  Save time on content creation by integrating your current articles into the digital adoption platform. The DAP can then access these materials and surface them in-app, where it is relevant for the user.
  • Monitor user analytics.  Watch how employees are using the DAP, and see where in the application they are still struggling. Use this information to create additional content and help streamline the onboarding and training processes for other users.
  • Designate a digital adoption manager. One other key strategy for implementing a DAP is to designate a digital adoption manager. This role oversees the implementation of new technology within the company and ensures that the process goes smoothly. This includes oversight of a digital adoption platform. A digital adoption manager serves as a single point of contact for employees during the transition. The manager would explain the platform and collect user analytics and feedback to make recommendations to upper management. A digital adoption manager helps with the successful implementation of a DAP and ensures that regular updates are made to training materials to continually improve training.
  • Ask for feedback.  Use in-app surveys to see what employees think of the digital adoption platform and how you can improve it. Ask whether there are features or topics where employees would like to see more training content.
Whatfix has been named a leader in G2's digital adoption platform category for eight consecutive DAP reports.

Digital Adoption Platforms & Remote Work

Digital adoption platforms are invaluable for distributed or fully remote teams. Here are a few of the ways a DAP can help with remote work:

  • A DAP enables asynchronous onboarding. A DAP can help onboard new employees by providing training the employee can access wherever they are with asynchronous learning. This cuts down on the need for remote managers to lead video training sessions, and it allows new employees to learn at their own pace.
  • Analytics provide in-depth insight for managers. With remote teams, it can be harder to tell when an employee is struggling. DAP analytics offer insight into where team members are having trouble, so managers can provide personalised support.
  • Task lists and microlearning plans provide structure. Ensure that your remote employees stay on track with training by assigning task lists or microlearning plans. Managers can see what tasks employees have completed, and they can send nudges or reminders in-app if necessary.
  • DAPs integrate with your LMS to support professional development. Offer personalized course suggestions from your learning management system (LMS) to encourage employee learning. Use DAP analytic capabilities to track course progress and completion.
Table of Contents

Whatfix
FAQs

Don’t see your answer? Send a message to our live chat, we’d be happy to help!

Absolutely! You can sign up for a free trial to give Whatfix a test drive here.

Whatfix supports both cloud and on-premise implementations.

For our cloud offering, you just need to install our Whatfix Editor extension on Chrome or Firefox and you are ready to get started. The user experience of our editor is so simple that you can create interactive guides easily, with no technical setup required.

We also offer full support on on-premise setups. Whatfix guides can be exported and deployed on your own web server with our on-premises export version.

Our pricing is completely on the basis of customer’s requirements and usage. We have tailor-made pricing models for SMBs and large enterprise companies. For more details on pricing, you can contact us at [email protected] or call us on +1-800-459-7098. We would be happy to provide you the quote.

Our customers use Whatfix for a variety of use cases, including: 

  • Supporting change and digital transformation efforts.
  • On-demand employee training, onboarding, and performance support across your software applications.
  • Building UI elements such as product tours and walkthroughs for better user onboarding experiences.
  • Creating self-help portals to provide end-users and customers with on-demand guidance and support.

Our customers range from SMBs, large enterprises, and Fortune 100 companies across verticals, including:

  • SaaS companies
  • eCommerce marketplaces
  • Insurance companies
  • Healthcare providers
  • Media companies
  • Governments
  • Universities

…and many more – all solving their digital adoption challenges by empowering their employees, customers, and end-users with Whatfix. 

View our customer stories now.

Whatfix is the DAP provider for 100+ Fortune 1,000 companies, including:

  • Aldi
  • AutoZone
  • Akzonobel
  • Baystone Media
  • Cardinal Health
  • Comviva
  • Experian
  • GEICO
  • ManpowerGroup
  • Maxwell Health
  • Sentry Insurance

You can see how hundreds of global companies across industries are using Whatfix to drive technology adoption – including customer stories on Whatfix partners including Cardinal Health, Sentry Insurnace, ManpowerGroup, PlayOJO, and more – on our case studies section here.

You can read Whatfix reviews on G2, where we have 180+ reviews and have been named a Leader in the DAP category in 8 consecutive reports.

whatfix-favicon-updated2
Ready to Whatfix?

Request a demo to see how Whatfix empowers organizations to scale enterprise-wide changes, improve user productivity, and drive user adoption fast.