Whatfix vs Apty: Which is Better for Customer Feedback?
Is Whatfix or Apty the best tool for customer feedback? And is there a better in-app onboarding software that would better fit your needs?
There are so many options on review sites that choosing one can be a bit challenging.
The tool you choose should help you accomplish your goals by providing the functionality you need. You also need to consider your budget when choosing a product. Right?
Our goal in this post is to discuss exactly what the ideal tool for customer feedback should do and which is the best choice for your business.
Let’s dive in!
- Customer feedback is any information provided by customers about their experience with a product or service.
- By harnessing customer feedback, you can see whether your product meets their needs, uncover user friction, and make your customers voices heard.
- You need a customer feedback tool to create and customize different forms of micro surveys, segment customers by their responses, and conduct a user sentiment analysis.
- The tool should support multiple forms of micro surveys, have customization capabilities, support feedback analytics and response monitoring, as well as 3rd party integrations.
- With Whatfix, you can create in-app surveys, collect feedback on the onboarding tours and training flows, add a follow-up question to enable open-minded feedback, and send push reminders to customers so they don’t forget about providing feedback.
- Apty allows you to enable timely employee feedback so you can be contextual and use the insights to improve the employee experience.
- Apty focuses on employee adoption of enterprise software so its user feedback functionality is designed to collect feedback from employees using 3rd party software.
- With Apty you can trigger different in-app surveys embedded into multiple UI patterns and then get detailed feedback analytics inside the Admin Console.
- Not exactly what you’re looking for? Userpilot is the perfect alternative for collecting and analyzing customer feedback in-app. You can use survey templates out of the box, customize them to fit your brand and UI, and trigger them contextually using segmentation. Get a Demo to see it in action.
Looking for the best tool for customer feedback? Search no more!
What is customer feedback?
Customer feedback is any information provided by customers about their experience with a product or service. By analyzing customer feedback, you can reveal their level of satisfaction and pinpoint areas for improvement.
Why should you care about customer feedback?
Customer feedback is important if you want to truly serve your customers and come up with solutions that can solve their pain points.
Here is why customer feedback matters:
- Understand whether customers see value in your product and if it meets their needs.
- Uncover weak spots of your product and bottlenecks that disturb the customer journey.
- Make your customers voices heard and acknowledge them that they are important to you.
- Collect real-time insights on the go as you’re introducing new features or product updates.
Why do you need tools for customer feedback?
Wondering why you even need a customer feedback tool? There are several reasons why you may need one:
Collecting customer feedback should be a standard procedure for any product team. It should be consistent and gained across different stages of the customer journey so you can measure customer experience in different situations. This might be time-consuming but thanks to customer feedback tools, the process can be hassle-free and literally without any coding.
Here’s how customer feedback tools help.
- Create different forms of micro surveys, such as NPS, CSAT, CES, and PMF to collect contextual feedback.
- Customize the surveys so they are aligned with your brand and match the interface of your app.
- Segment customers by their feedback so you can create personalized flows for them.
- Conduct a user sentiment analysis to understand your customers better.
Now you might ask yourself, how to choose the right customer feedback tool for your SaaS? This is what we will be discussing next.
Tool’s must-have features for customer feedback
Before deciding which customer feedback tool works best, you should understand what features any solid tool must provide.
Here’s what to look for before making a buying decision:
- Make sure the tool you choose supports multiple forms of micro surveys. The most important and popular ones for collecting customer feedback include the Net Promoter Score, Customer satisfaction score, Customer effort score, product-market fit survey, etc
- You should also get customization capabilities so that the surveys you create match your interface and don’t look odd. No code branding is also preferable.
- Feedback analytics and response monitoring are the next key features if you want to not only collect feedback but also analyze it and understand the intent behind your customers’ scores.
- Integration with 3rd party survey and analytics tools so you can enrich your surveys to make the most out of the customer feedback.
There you have it. These are the basic features you should be looking for, but the tool you should go with must be dependent on your specific goals. You might need a tool that must cover all of these features but if you don’t need complex features, you should be completely ok with a tool with limited functionalities.
Whatfix for customer feedback
Whatfix is one of the top digital adoption platforms around and a driver of innovation in this space.
Whatfix offers a well-made product that allows you to create user flows, knowledge bases, and task lists to get new users engaged and learning. On top of this, their analytics platform is easy to understand and helps you keep track of behavior analytics, guidance analytics, and user feedback all in one place.
If you want to collect user feedback on specific interactions, Whatfix is a good tool to build micro surveys for that. Here’s how you can collect user feedback with Whatfix:
- With user surveys, you can collect feedback on the onboarding tours and training flows, so you can continuously improve your product support.
- Whatfix’s in-app feedback surveys make it easy to gather feedback and insights from users in real-time.
- Add a follow-up question to enable open-minded feedback.
- Send push reminders to customers so they don’t forget about providing feedback.
However, if you want to build traditional NPS surveys with response tagging capabilities, then segment customers based on their feedback, Whatfix might not be the best fit for you. This is something that Userpilot offers.
Pros of Whatfix
There are many advantages when it comes to choosing Whatfix. Here are its pros.
- Easy to create flows, even for non-technical team members.
- Allows you to develop knowledge bases for self-help solutions.
- Ideal for both customer and employee onboarding.
Cons of Whatfix
But at the same time, Whatfix has some cons so it’s better to get an overview if you’re thinking of buying it:
- User experience issues, including bugs and sometimes spotty customer service.
- Fewer analytical features and views than you might like.
- Lacks in-depth style customizations.
- It’s difficult to integrate some of the scripted code in the admin integration sections without the help of a Whatfix support team member.
- No free trial option despite it being stated on the homepage.
- It’s targeted at enterprise accounts so small companies might get ignored.
What users say about Whatfix
Overall, Whatfix is a good tool and customers are happy with the product. Here is what their customers say about the product.
Our Whatfix Customer Success Manager Kritika has been amazingly responsive to our questions and creative in finding solutions.
Their team really helped us during a project we were doing, and I think they would be great for any company looking for help. This is a must to onboard customers and drive retention.
Though Whatfix is considered a solid tool in the market some people have complaints. Mostly they are related to complications for non-technical people and instability.
Here is what they say:
We were promised a lot of features that weren’t as easy to use as they made it seem when we signed up.
The tool itself is challenging for the less technical people to use the tool, as you need to know the css classes to show flows and steps.
Is Whatfix the right fit for your business?
- It’s designed for enterprise companies and the pricing reportedly starts from $1200/per month. So it’s not something you’ll be delighted to buy if on budget.
- Whatfix doesn’t support NPS surveys so you can’t collect user feedback and measure customer loyalty.
- Though you can create onboarding flows, tooltips, and beacons with Whatfix, there are many cost-efficient tools in the SaaS market that provide the same or even more functionality with customization options at a much lower cost.
Whatfix doesn’t have any pricing plans on its website. Instead, you’ll need to speak with one of their team members to get a custom quote tailored to your needs and organization.
Otherwise, you can request a free trial to see if Whatfix works for you.
There is a better tool for your SaaS than Whatfix!
Apty for customer feedback
Apty’s digital adoption platform aims to make employee adoption a snap with engaging onboarding flows and product tours. It does this with a mix of on-screen guidance, interactive walkthroughs, and in-app messaging.
This platform is great for engaging your employees on your platform to increase product adoption, feature adoption, and improve the experience.
Apty allows you to enable timely employee feedback (from your employees) so you can be contextual and improve the overall customer experience. The only thing about using Apty to collect feedback is that you can only embed surveys from other apps into the announcements.
Here is what Apty’s feedback feature offers:
- Embed surveys (Google forms, Survey Monkey, etc) to in-app announcements to collect feedback.
- See the average ratings and the number of users who completed the surveys.
Pros of Apty
Apty is a robust tool for your employee onboarding and adoption needs. Here are the main pros to consider if you’re still deciding:
- Apty is excellent for employee adoption, training, and onboarding. The tool makes it easy to develop in-app guidance for your new starters.
- You can either build different user segments inside the product, or you can integrate your Apty account with other tools and import your data.
Cons of Apty
While Apty is a great tool, the main downsides are the cost and restrictions you get with it. Here are the main cons of the tool:
- Apty offers tooltips and checklists for building product experience flows, but unlike other similar tools, it lacks some important UI patterns such as modals, hotspots, banners, and slideouts.
- One of the biggest disadvantages of Apty is the absence of in-app customer feedback collection. You are kind of limited to embedding surveys built using other tools.
- Doesn’t offer self-service support like a help center where users can access multiple guides and tutorials or contact support. It does provide guides that are similar but more restricted.
What users say about Apty
Overall, users feel positive about Apty– here’s an example summarizing some key points about its features and the value it offers:
Apty is incredibly helpful for new employees to get familiar with processes in our project management software. The work flows and tooltips have been essential for our workforce.The only downside to Apty was the learning curve of first building out the application to work with our project management tool. Apty had a great support system to help through those challenges. – Jennifer T
Most complaints are about the missing features, integrations, and the steep learning curve.
It’s tricky to make the most of it, particularly in the early stages of adoption. The support team are great, but it can be challenging to know what support can be asked for if we’re unaware of what’s possible.- Administrator in Business Supplies and Equipment.
UX experience when it comes to testing is cumbersome; a lot of back and forth.
Below are critical tools that are missing or need improvement. I would like to see these additions and enhancements as current features are limiting our options for solutions: Auto triggers (Related to Rule Engine, i.e. Specific page load, removing the reliance on triggers such as: Launchers, Menu Widget, and Announcement Button),IDP for standardized User Identifier,eLearning for content creators (Builder Certifications),Surveys,Chatbot etc- Paolo T.
Is Apty the right fit for your business?
Apty is a great tool but has limited usability. Here are three main reasons why you might consider an alternative:
- To get access to all the needed tools for proper onboarding and adoption you need to pay for the higher plans that can get quite expensive.
- Apty doesn’t offer user feedback surveys, which are a very effective way to collect user sentiment at scale and improve your product experiences to meet customer expectations. So if you are aiming to be a customer-centric company that puts users and their needs at the heart of the business, you may need to choose another tool.
- Although Apty offers some segmentation options, in Userpilot you can group users on many more attributes and create more advanced segments.
Apty offers a free trial and custom quotes based on business needs.
- Free trial: Up to 45 days, includes 2-3 flows, works on a single domain.
- Custom pricing: Intelligent analytics, complex flow creation, multilingual support, available on multiple domains.
There is a better tool for your SaaS than Apty!
Is there a better alternative for customer feedback?
Whatfix and Apty are good tools for customer feedback. We’ve seen how they compare to each other and what you can achieve with them. Call us biased, but if you’re looking for something better, Userpilot offers more value for your money than these tools.
Userpilot for customer feedback
Userpilot is a powerful product adoption platform that enables you to quickly build personalized, flexible, contextually relevant in-app experiences targeted to different user segments – all without writing a line of code.
There are two types of feedback you should be focusing on collecting to better understand the health of your product and users.
First, you have user sentiment which looks at user satisfaction and effort scores or loyalty (using NPS surveys). Then you may also want to collect feedback on the functionality of the product or specific features.
You can do all these with Userpilot. In short, you can:
- Collect and track (NPS) in-app with a built-in NPS widget that allows you to fully customize the survey look and feel, and set the trigger frequency and specific targeting.
- Analyze NPS scores, tag responses, and use the data to create specific user segments.
- Build and trigger in-app micro surveys like the classic PMF survey, or similar ones and mix multi-choice and open-ended types of questions to collect specific insights.
- Be in charge of who gets which survey type and when with advanced segmentation capabilities, and of course, you can use the answers to segment your audience.
The advantage of using Userpilot for collecting feedback over other survey tools is that you can better control who sees the surveys but also you can instantly use the data collected to segment your user base and trigger the right experience for them.
For instance, if your users give you a low NPS score because they think you’re missing a critical feature (that you actually have already), you can push an interactive walkthrough guiding them to find and explore this feature.
Pros of Userpilot
Userpilot has a number of advantages, especially for mid-market SaaS companies looking for a robust but at the same time very easy-to-use, no-code tool for user onboarding, product adoption, and simplified product analytics. Let’s have a look at the pros of using Userpilot:
- No-code builder – Userpilot comes with an easy-to-use Chrome Extension builder.
- Multiple UI patterns – choose from a range of options to build customized flows: modals, slideouts, banners, tooltips, hotspots, and checklists are all at your disposal.
- UI patterns are not limited by plan – you get access to all of them on every single plan, meaning you get value even with the Traction plan (this is the entry-level one).
- Engaging walkthroughs and onboarding flows- build interactive walkthroughs targeted to distinct user segments.
- In-app help – build a resource center offering self-service support to your users, customize it with your branding, and select from a range of help options to boost user satisfaction (i.e. videos, in-app flows, chat, and more).
- Experimentation – built-in A/B testing for flows lets you explore and quickly iterate based on direct user behavior.
- Powerful feedback options- integrated NPS surveys with analytics and response tagging unlock insight into how your users feel.
- Advanced analytics and segmentation- analyze product usage and in-app flow engagement and build user segments using the data.
- Event tracking and feature tags- tag UI engagement (clicks, form fills, hovers) and group them into one custom event to track what really matters.
- More value with integrations- unlock value faster with built-in integrations with popular tools like Segment, Amplitude, Mixpanel, Kissmetrics, Intercom, Heap, and more.
Cons of Userpilot
There are, however, some downsides to Userpilot as well:
- Browser/web app only – Userpilot won’t run on mobile devices/applications.
- Doesn’t support employee onboarding- The tool is better suited for customer onboarding than for employee onboarding as you can’t build in-app guides on third-party tools.
- Missing integrations – doesn’t have built-in integrations with some tools, but it has webhooks, and Hubspot and Zapier are coming soon.
- Not appropriate for small startups on a shoestring budget (<$100)- Userpilot is a powerful, mid-market to the enterprise-level tool. So $249 a month might be too expensive for really small startups.
What users say about Userpilot
Let’s check what real users like about Userpilot.
Userpilot is an incredible, user-friendly software that allows us to create unforgettable experiences for our clients! From basic to complex experiences, we have been able to do them all with ease! I would highly recommend this software to anyone who wants to provide their clients or users with the best product tour experience. The possibilities of what you can create are endless! – Tayla G.
Userpilot is simple to set up, use, and does not require any dev – which means instant publishing. This is critical for us as a SaaS company that releases new features frequently; we need the ability to inform our customers of changes quickly, and doing this in our platform through Userpilot allows us to reach the right audience, at the right time, in the right place. There have been many awesome extra features we’ve discovered since coming on board, and it’s been great to see new features released frequently. The tool itself is intuitive and reliable. Having used similar products previously that were clunky and buggy this has really made us happy with our decision to move to Userpilot. – Melina K.
Get more value for your money with Userpilot!
Userpilot offers great value for money compared to other similar tools on the market. Even its entry-level plan (Traction) provides all the necessary features without any usage limit.
The price-to-feature ratio is the best for Userpilot. Other cheaper tools in the market would definitely not fulfill your needs, and others like Pendo would be out of budget. Userpilot sits in that sweet spot. – Saurav S.
The pricing differentiation happens mostly on the service level (e.g. custom domain hosting, dedicated Customer Success Manager, SLA) and is based on the number of Monthly Active Users (MAUs) your company has.
Here’s the detailed Userpilot pricing:
- Traction: For up to 2500 users, this plan is $249/ mo.
- Growth: For up to 10,000 users, this plan is $499/ mo.
- Enterprise: For large-scale businesses, these plans begin from $1000/ mo.
There you have it.
It should be easier now to make an informed decision between Whatfix and Apty. Both tools come with advantages and disadvantages so there isn’t one that is the best. It will depend on your product and current needs.
If you want the best value for money, going with the alternative option would be our recommendation. Want to see how Userpilot can help with customer feedback? Book a demo below.
There is a better tool for customer feedback!