WalkMe vs Whatfix 2017 Comparison

Written by Toonimo

A complete objective and comprehensive overview of Toonimo's competitors' platforms: WalkMe vs Whatfix. This blog post will help you understand the differences between those two platforms. Save time researching both solutions, our comparisons are based on research, platforms documentation, customer reviews and testing.

In this post we will cover:

The Industry

In an era of ongoing technological innovation, companies are resorting to cloud-based solutions and digital onboarding for all manner of activities including hiring, enrollment, sellers, contractors, et al. Innovative solutions are available to engage customers on websites for efficient onboarding of customers via customer centric messaging and targeted communication. The onboarding experience is vital in order to gain the maximum engagement and understanding of users.

Competitors Background

Whatfix
Whatfix was founded in 2013 and raised approximately 5 Million Dollars worth of investments. Whatfix has an in-app SaaS guidance system solution that is based in Bengaluru India and they have offices in Sunnyvale, California. Whatfix mainly focuses on training, onboarding and improving the UX for small to medium businesses.


WalkMe
WalkMe was established in 2012, the corporation raised 93 Million Dollars worth of investments. WalkMe is a cloud-based solution that mainly focuses on training, onboarding, and improving the UX for enterprises and businesses. In 2017, WalkMe acquired two additional companies by the name of Jaco and Abbi.oi. WalkMe is recognized for their tremendous amount of experience in the field. WalkMe is currently working on expanding their services to the mobile area.

Use Cases

Both companies deliver an online tool that can simplify and streamline any training and onboarding process for large corporations as well as small to medium size businesses. Those tools are extremely efficient and cost effective for training, onboarding and reduce support costs use cases.

Training and onboarding will soon be handled only through online interactive tools. Eventually, companies will use such tools for the purpose of training and onboarding .

This solution could help the conversion rate and reduce customer support by guiding users to solve problems by themselves, by adding self-service.

Implementation

Both company’s implementation strategies are simple. They do not require high technological knowledge or any complicated integration. A client is asked to insert a snippet of code to the website, that automatically loads the walkthroughs.

For platforms that don’t support the installation, a plug-in has to be installed in the user’s browser, (ex’ for using salesforce).


WalkMe
The browsers that WalkMe supports for only running walkthroughs are Firefox, Chrome, Safari, Internet Explorer and Microsoft Edge browsers. When generating walkthroughs WalkMe’s editor only supports Firefox, which could be inconvenient.


Whatfix
The browsers that Whatfix supports for only running walkthroughs are Firefox, Chrome, Internet Explorer, Safari and Opera. However, when creating walkthroughs Whatfix only supports Firefox and Chrome.

Getting started

WalkMe and Whatfix offer a self-service editor to help clients create various walkthroughs. The editor’s UX is different in each platform. The editor offers a set of tools which allows users to customize exactly what will be seen and when. WalkMe’s editor received positive reviews due to the fact that the editor is more UX friendly.
WalkMe and Whatfix offer a free trial for testing their editors.

Whatfix
According to our experience Whatfix’s self-service editor is less user friendly and makes the creation process more complex. The learning process for building walkthroughs is more difficult to comprehend, especially for non-tech savvy users.
Users stated that once taught how to operate the editor, it becomes much easier to build the walkthroughs. Whatfix is known for their solid customer support and fast response time, regardless of the time zone.


WalkMe
According to customer’s reviews and our research WalkMe’s self-service editor has a better UX layout. Each call to action has a precise instruction, which makes the overall UX better. In terms of recent client reviews Walkme’s clients have a positive view on the editors functionality. There support team received average feedback for both response time and solving issues effectively.

Features

Both platforms support text bubbles as well as other common features such as multi-page support ETC. There are a few strong features that empower the onboarding and training process such as voice and coach marks that both companies are lacking. The table below explains the most important features for both companies.

Pricing

Both platforms have a pricing page located on their webpage without the exact numbers however; both companies tend to leave out useful information regarding the feature plans.

WalkMe’s pricing page is more informative when it comes to what features come with each package
Whatfix has a list of general features, thus it’s hard to establish which users get what.

WalkMe
WalkMe offers a free plan with limited features and functionalities, however there are limited support options. WalkMe’s free plan includes 3 Walkthroughs, with a maximum of 5 steps per walk-thru, 300 assists per month and basic online support.

We came across a verified review acquire from G2crowed that a user purchased a Salesforce solution for 20,000$ yearly. Another issue that is frequently mentioned in the reviews is that WalkMe has a strict licensing term, meaning there might be issues with the amount of users in regards to the payment.

The custom plan offers multiple functions and features. Many of which are unlimited (assists, steps per walk-thru, walk-thrus) SSL support, segmentation, actively engage users, accelerate proficiency, analytics, self-hosting options, multi-language, advanced API support, for interface control etc.


Whatfix
Whatfix currently offers a free plan with minimal features for users. There's no official numbers on the pricing page, but overall Whatfix is significantly cheaper than WalkMe.

From recent reviews, when analyzing both companies it is important to verify what is being paid for, what is included in the pricing package, and what additional professional services are offered when building the walkthroughs.

Pros and Cons: WalkMe vs Whatfix

After “test driving” both tools and researching what both vendors have to offer, we came up with a list of pros and cons:



WalkMe
Pros: Support mobile, Advanced UX - relatively easy to build walkthroughs.
Cons: Supports only Firefox browser for building walkthroughs.



Whatfix
Pros: Less expensive than WalkMe, good customer support, browser compatibility.
Cons: Not so user friendly → takes a while to learn, advanced knowledge is needed to build walkthroughs, no mobile support, average analytic reports.

Bottom Line

Both WalkMe and Whatfix offer self-service tools for building online step-by-step walkthroughs. The differences between both tools are mainly in the price, product maturity, UX and customer support. From our personal experience and certified reviews, Walkme is more advanced and has a diverse platform. Meaning, if clients have a complex customized platform that requires a unique onboarding or training solution, we would recommend Walkme. Walkme overall has more experience and has the potential to give solid solutions.

On the other hand if clients are looking for simple functionalities and an easy platform for onboarding and training we recommend choosing Whatfix. A key factor to take under consideration when deciding which company to choose is the prices; ultimately WalkMe’s prices are much higher.

A few words about Toonimo, Toonimo offers an interactive, step-by-step guidance tool, which delivers solutions for all subjects mentioned in the comparison above. With a big differentiator, a real automated human voice that gives guidance with a combination of visual cues. Feel free to learn more about our live interactive demos.

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