How 451 Increased Adoption of Its Research Platform With Whatfix
Global research and analyst firm 451 Research covers a range of topics with an extensive repository of reports, white papers, and articles in a purpose-built publishing and research platform used by customers to create research requests and search for information. 451 Research partnered with Whatfix to provide in-app guidance and real-time support for these customers, driving adoption of its research platform.
“Our experience with Whatfix overall was heavily positive. From the initial sales inquiry and feature review, to the implementation and partnering with the Professional Services team, everything went smoothly and to plan.”
Aaron St. George
Chief Innovation Officer at 451 Research
The 451 Research Story
The Challenge of Platform Adoption and Information Discovery
451 Research is a global research and advisory firm that analyzes the technologies, services, and companies that disrupt information technology. With a team of 100+ analysts and research organized into 13 Channels, 451 Research is renowned for high-quality and insightful research.
451 Research covers a wide range of topics with an extensive repository of reports, white papers and articles made available to customers. Their purpose- built research publishing and digestion platform is used by customers to create research requests and self-search for information. However, sifting through the research to get to exactly what’s needed was turning out to be a time-consuming process for their customers. It was not only hurting the user experience, but also defeating the purpose of having a self-service platform.
Aaron St. George, CIO, discovered that 451 Research customers needed more handholding in order to drive more platform adoption and new feature usage.
The Solution
Whatfix's In-App Guidance & Self-Help Support
To support 451’s global user base, they had to find a way to guide users within the application with minimal dependence on external intervention. To solve this, Aaron crafted targeted user journeys utilizing specific features to provide the most efficient way to discover information using:
- Advanced search filters.
- Guidance on research category details.
- Best practices of research content discovery.
Whatfix digital guidance helped actualize these user journeys in the 451 Research platform through:
- Whatfix walkthroughs and self-service capabilities empower users to self-discover these features and find the right resources quickly.
- Support content and tooltips embedded in online PDF guides help users navigate them effectively.
- Beacons and tooltips that highlight and explain changes and new features.
The Results
A Powerful End-User Research Experience
The following have been the biggest positives in Aaron’s experience with Whatfix:
Ease of Integration: 451 Research used Whatfix through a JS embed model and found the integration to be impressively easy.
Professional Services: Whatfix’s Professional Services group was engaged to develop content and they not just provided a very user-centric and prompt service, but also gave expert consultation on how the Whatfix platform could be best utilized.
Flexibility: Whatfix works with a simple browser extension that can be used on any web-based application. That combined with many different types of widgets and customization options has helped Aaron elevate the user experience across all touchpoints.
451 Research would like to leverage more Whatfix personalization capabilities to create a tailored user experience based on role and function. Additionally they plan to utilize the tool to help guide end-users to curated or specifically unique research for their needs.
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Industry
Research Firm
Use Case
- End-User Onboarding
- End-User Adoption
- End-User Self Support
Applications
- Customer Research Platform
# of Clients
1,000+
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FAQs
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A digital adoption platform (DAP) overlays onto other software applications that provide in-app guidance and on-demand support to users. Admins use no-code editors to create, publish, and manage in-app content such as product tours, interactive walkthroughs, smart tips, task lists, and self-help wikis that help assist and guide users through applications in real-time.
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Whatfix supports both cloud and on-premise implementations.
For our cloud offering, you only need to install our Whatfix Editor extension on Chrome or Firefox and you’re 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 entirely based on customer requirements and usage. We have tailor-made pricing models for SMBs and large enterprise companies. For more details on pricing, visit our pricing page or you can contact us at [email protected] or call us at +1-800-459-7098. We would be happy to provide you with a custom quote.
Our customers use Whatfix for a variety of use cases, including:
- Supporting change and digital transformation efforts.
- Contextual employee training, onboarding, and performance support across your entire software applications and digital processes.
- 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.
- Building better employee and customer experiences through advanced product analytics and behavioral data.
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.
You can read Whatfix reviews on G2, where we have 220+ reviews and have been named a Leader in the DAP category in 8 consecutive reports.
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