Is Whatfix or Spekit 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!

TL;DR

• 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.
• Not exactly user feedback, but the surveys you can build with Spekit are interactive and accessible in-app, which increases engagement with them. If you want to collect true user feedback in various stages of the journey you should look at a different tool.
• 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.

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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, 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 tool 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?

Though Whatfix is a good tool for user/employee onboarding and it’s used by many companies, there are still some logical reasons why you might look for an alternative:

1. 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.
2. Whatfix doesn’t support NPS surveys so you can’t collect user feedback and measure customer loyalty.
3. 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 pricing

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!

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Spekit for customer feedback

Compared to the other solutions on the market, Spekit is a digital adoption platform that focuses on employee onboarding rather than user onboarding. Their technology is excellent for using targeted feature adoption flows to quickly familiarize new employees with internal capabilities.

Spekit prides itself on the robustness of its internal database system.

Employees and managers can easily add to, update, and search for information, so everyone is aware of internal best practices. This database can also assist new employees to get up to speed quickly, as they can use the database rather than bugging other employees when they have questions.

Here’s what you can do using Spekit’s Knowledge checks:

• Build short surveys designed to quiz your employee’s knowledge about the platform they are using.
• Trigger those surveys in-app to specific user segments.
• Determine who passes based on your selected answers and required completion.

Not exactly user feedback, but the surveys you can build with Spekit are interactive and accessible in-app, which increases engagement with them. If you want to collect true user feedback in various stages of the journey you should look at a different tool.

Pros of Spekit

Spekit is a useful tool for your employee onboarding needs. Here are the main advantages to consider if you’re still deciding:

• It’s easy to use and easy to install in any web-based application.
• You can create versatile knowledge bases with different formats for different teams.
• Your new employees have answers to their questions in one place. So instead of interrupting other employees’ work, they can easily find what they are looking for with Spekit.
• You can collect a data dictionary that will be available to your users across different apps.

Cons of Spekit

The main downside that comes with Spekit is the absence of feedback collection and more advanced analytics. Here are the main cons of the tool:

• There are some limitations to user onboarding flows as Spekit only offers tooltips and modals as part of their flows UI patterns.
• There are many bugs and performance issues when using the tool. The UI is also fairly tricky to navigate as the tool is on the right-hand side.
• As the tool is missing some advanced analytics, it’s hard to find friction points and solve any issues with user experience.

What users say about Spekit

On the whole, users feel positive about Spekit – here are some examples summarizing some key points about its features and the value it offers. You can find more reviews on G2 or Capterra.

The in-app guidance using field speks and the ability to view step by step instructions side by side using the sidebar dock have been a game changer for our organization!
The only downside I can think of is the use of the extension. I’ve had to “nag” users over and over again to get them to download it and discover all the magic that comes with it. – Samantha L.

Most complaints about Spekit are about the upside bar positioning and some implementation issues.

” Great Idea! A bit tougher on the implementation side. ” I like the idea of this platform. It’s essential to train folks where they work. The sales team was very responsive throughout the pre-sales process. Unfortunately, our experience with implementation was nowhere as easy as we thought it would be. The slack integration was inadvertently set up internally before the full implementation. This caused an issue (which is understandable), but it took 4+ weeks for Spekit to determine the root cause. This has still not been addressed, unfortunately. Because of the difficulties with implementation/embedding into our environment, we are focused on one value proposition only: the slack Q&A creation process. We’ve needed to purchase other software that will better meet our needs. – Executive Sponsor in Information Technology and Services / Enterprise

Some users think it still has room for improvement.

“Nice, but needs work“. Customizable content, but we don’t have the capacity for someone to always manage that. Button position is very inconvenient, even though I know I can move it around. Don’t need the sidebar. I would also like to toggle off the buttons near things I have already learned so that I am not always interrupting work flows to click out of a window that I have mistakenly opened. – User in Airlines/Aviation / Mid-market

While other people think it’s overpriced.

“It’s cool, but overpriced in my opinion.” Extremely flexible. Lets us do things we wouldn’t be able to otherwise and is pretty easy to use. It looks a little funny on the screen. Kind of clutters up the screen. It looks a little funny and is too expensive in my opinion. – Administrator in Newspapers

Is Spekit the right fit for your business?

Spekit is a great tool when it comes to employee onboarding but has limited usability. Here are three main reasons why you might consider an alternative:

1. Spekit focuses on employee onboarding but in most cases, you will need another tool that will provide you with in-depth analytics. There are other tools that are truly no-code.
2. Spekit has a fairly tricky UI to navigate as users have encountered performance issues when using the tool.
3. If you want to create more contextual onboarding with different segments, you might want to consider an alternative tool.

Spekit pricing

Spekit has recently updated its pricing policy. The price will vary depending on your organization and specific use cases.

Previously, Spekit charges 20 $ per person monthly so it’s more suitable for small to midsize businesses. It also doesn’t provide a free trial or a freemium version of its features.

Some features such as seismic integration, knowledge checks, and knowledge check analytics are sold as add-ons that come with an extra fee.

There is a better tool for your SaaS than Spekit!

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Is there a better alternative for customer feedback?

Whatfix and Spekit 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.

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Userpilot pricing

Userpilot’s transparent pricing ranges from $249/month on the entry-level end to an Enterprise tier for larger companies.

Furthermore, Userpilot’s entry-level plan includes access to all UI patterns and should include everything that most mid-market SaaS businesses need to get started.

Userpilot has three paid plans to choose from:

• Starter: The entry-level Starter plan starts at $249/month and includes features like segmentation, product analytics, reporting, user engagement, NPS feedback, and customization.
• Growth: The Growth plan starts at $749/month and includes features like resource centers, advanced event-based triggers, unlimited feature tagging, AI-powered content localization, EU hosting options, and a dedicated customer success manager.
• Enterprise: The Enterprise plan uses custom pricing and includes all the features from Starter + Growth plus custom roles/permissions, access to premium integrations, priority support, custom contract, SLA, SAML SSO, activity logs, security audit, and compliance (SOC 2/GDPR).

Conclusion

There you have it.

It should be easier now to make an informed decision between Whatfix and Spekit. 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.

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