Whatfix is a digital adoption platform that helps businesses improve software adoption through interactive, in-app guidance and training, a critical goal when low employee engagement costs the global economy $8.8 trillion annually. This comprehensive guide covers everything from how Whatfix works and its key benefits to pricing, implementation strategies, and how it compares to alternatives.

What is Whatfix?

Whatfix is a digital adoption platform (DAP) that provides real-time, interactive guidance within software applications to help users learn and navigate complex enterprise tools. It overlays step-by-step walkthroughs, tooltips, and self-help widgets directly onto application interfaces, eliminating the need for traditional training methods.

Company background and leadership

Whatfix was co-founded in 2014 by Khadim Batti, who serves as CEO, and Vara Kumar. Their mission is to help individuals and organizations get the most out of technology. Headquartered in both San Jose, California, and Bengaluru, India, Whatfix has grown into a leading SaaS company in the digital adoption space.

How Whatfix works

Whatfix integrates with web-based and desktop applications to provide real-time, contextual guidance to users. The platform overlays interactive elements onto an application's interface, directing users to complete tasks correctly and efficiently. By leveraging AI and automation, the platform customizes the user experience based on role, usage patterns, and behavior.

Key features of Whatfix

Whatfix is packed with features that make digital adoption smooth and intuitive. Here are some of its core capabilities:

• In-app walkthroughs: Step-by-step guidance within applications helps users learn by doing, reducing the learning curve.

• Tooltips and pop-ups: Contextual tooltips and pop-ups provide real-time assistance, preventing user errors.

• Self-help widget: Users can access help documentation, FAQs, and support content without leaving the application.

• Task automation: Automates repetitive tasks to improve efficiency and minimize manual errors.

• Multi-format content creation: Converts training content into various formats like PDFs, videos, and slideshows.

• User behavior analytics: Tracks user interactions to identify pain points and optimize guidance.

• Integration with LMS and knowledge bases: Seamlessly connects with learning management systems (LMS) and existing knowledge base software to centralize learning resources.

The benefits of using Whatfix

Organizations adopt Whatfix to solve common digital adoption challenges and improve operational efficiency:

• Faster onboarding: Interactive, on-demand training allows users to learn while working, eliminating time-consuming classroom sessions.

• Increased adoption rates: In-app guidance builds user confidence with complex systems, reducing software underutilization.

• Reduced support costs: Self-service assistance minimizes IT support tickets and service desk requests.

• Improved productivity: Automated workflows and real-time assistance help users complete tasks faster, a key benefit considering that disengaged employees contribute to approximately $1.9 trillion in lost productivity in the U.S. annually.

• Personalized experience: AI-powered guidance adapts to user roles, experience levels, and behavior patterns.

Challenges in digital adoption (and how Whatfix helps overcome them)

Implementing new software often creates roadblocks that lead to low adoption rates and frustrated users. Here are the most common digital adoption challenges and how Whatfix addresses them:

1. Resistance to change

Employees often push back against new software because they're comfortable with existing tools or fear that learning something new will be difficult. Traditional training methods, like long manuals and generic webinars, only make this worse.

🔹 How Whatfix helps: The tool makes learning intuitive by embedding interactive, step-by-step guidance within the software itself. Employees can learn while they work, eliminating the need for time-consuming, one-size-fits-all training sessions and bridging support gaps, which is crucial when many managers report having had no formal training on leading hybrid teams.

2. Lack of effective training

Many organizations rely on static training content—PowerPoint slides, PDFs, or one-time workshops. But without ongoing support, employees quickly forget what they learned.

🔹 How Whatfix helps: It provides on-demand, in-app training that employees can access anytime. Features like self-help widgets and contextual pop-ups ensure users always have support right when they need it.

3. Information overload

Even with robust knowledge bases, employees often struggle to find relevant information when they need it. Searching through pages of documentation disrupts productivity and increases frustration.

🔹 How Whatfix helps: Its AI-powered self-help tool pulls relevant answers from FAQs, knowledge bases, and training materials. Users can simply type a question and get instant help without leaving the application.

4. High dependency on IT and support teams

When users struggle to navigate new software, IT and customer support teams end up dealing with an influx of tickets and repetitive queries. This takes time away from higher-priority projects.

🔹 How Whatfix helps: By offering self-service support within applications, it reduces support ticket volume and empowers employees to solve problems on their own. Companies using the software report up to 50% fewer support requests, freeing up IT resources for more strategic initiatives.

Use cases of Whatfix

This software is used across various industries and departments to streamline digital adoption and enhance user experience. Here are some common use cases:

1. Employee onboarding

New hires often struggle with learning multiple enterprise applications. Whatfix simplifies onboarding by providing interactive walkthroughs and self-help resources.

2. Customer support

Companies use Whatfix to reduce customer support queries by offering in-app self-service assistance, FAQs, and tutorials.

3. CRM adoption

Sales teams often find customer relationship management (CRM) systems challenging to navigate. Whatfix helps sales reps quickly adapt to tools like Salesforce, reducing data entry errors and improving efficiency.

4. ERP system training

Enterprise resource planning (ERP) software is complex and requires extensive training. Whatfix guides employees through ERP workflows, ensuring accurate and efficient usage.

5. Compliance training

Regulatory compliance requires organizations to train employees on specific procedures and policies. Whatfix automates compliance training, ensuring consistency and reducing the risk of non-compliance.

Whatfix integrations

Whatfix integrates with a variety of platforms to enhance its functionality. Some key integrations include:

• Enterprise applications: Works with tools like Salesforce, Workday, SAP, and Oracle.

• LMS platforms: Integrates with learning management systems to support structured training.

• Customer support platforms: Connects with Zendesk, ServiceNow, and Freshdesk to provide contextual help.

• Knowledge management systems: Enhances existing knowledge bases such as Guru, Confluence, and SharePoint.

How Whatfix compares to other digital adoption platforms

While Whatfix is a leading digital adoption platform, it competes with other solutions like WalkMe, Pendo, and Userlane. Here's how it stands out:

• Ease of implementation: Whatfix offers a no-code implementation, making it accessible to businesses without technical expertise.

• AI-powered personalization: Unlike some competitors, Whatfix uses AI to deliver personalized learning experiences.

• Multi-format content: Automatically converts walkthroughs into various training materials, reducing content creation efforts.

• Cost-effectiveness: Whatfix is often considered more affordable than alternatives like WalkMe, making it a great choice for businesses of all sizes.

Whatfix pricing and plans

Whatfix does not publicly list its pricing, as it is tailored to each organization's specific needs. Pricing typically depends on the number of users, selected features, and the complexity of the applications being supported. To get a custom quote, businesses need to contact the Whatfix sales team for a consultation and demo. Plans are designed to scale with an organization as its digital adoption needs grow.

Who should use Whatfix?

Whatfix is ideal for organizations that want to improve software adoption, streamline employee training, and enhance customer experience. It's especially beneficial for:

• Large enterprises with complex software ecosystems

• Customer service teams looking to reduce support tickets

• HR and L&D teams responsible for employee training

• Sales and marketing teams using CRM software

• IT departments implementing new enterprise applications

Getting started with Whatfix

Implementing Whatfix is a straightforward process:

1. Identify key applications: Determine which software needs in-app guidance.

2. Define user personas: Segment users based on roles and training needs.

3. Create interactive walkthroughs: Build step-by-step guides tailored to user workflows.

4. Launch and monitor: Deploy Whatfix and use analytics to track adoption and optimize guidance.

How to measure the ROI of Whatfix

Track these key performance indicators (KPIs) to measure Whatfix's return on investment:

1. Reduction in training costs

Traditional software training is expensive—workshops, trainers, and materials all add up. With Whatfix's self-paced, in-app training, businesses can significantly cut down on training expenses.

🔹 KPI to track: Compare pre- and post-Whatfix training costs and calculate the savings from reduced instructor-led sessions and training hours.

2. Faster software adoption

A major reason software investments fail is low adoption rates. If employees aren't using a platform effectively, it becomes a wasted investment.

🔹 KPI to track: Monitor user engagement metrics—how often employees interact with Whatfix guidance, how quickly they complete workflows, and whether key features are being utilized.

3. Reduction in support tickets

One of the biggest benefits of Whatfix is its ability to reduce dependency on IT and customer support teams. When users get answers without filing a support request, businesses save both time and money.

🔹 KPI to track: Analyze the percentage decrease in support tickets after implementing Whatfix. Companies that use Whatfix have reported a 30-50% drop in help desk queries.

4. Productivity improvements

The more time employees spend trying to figure out software, the less time they spend on actual work. Whatfix streamlines workflows, allowing users to complete tasks faster.

🔹 KPI to track: Measure the time saved per user when completing key tasks before and after implementing Whatfix. Faster completion times translate into greater overall productivity.

5. User satisfaction and engagement

Ultimately, the success of Whatfix can be measured by how much employees or customers appreciate and engage with the tool, a vital metric when the national ratio of engaged to actively disengaged workers is just 2.1-to-1. If users find it helpful, they'll be more likely to adopt new software with minimal friction.

🔹 KPI to track: Use employee or customer surveys to measure user satisfaction with Whatfix guidance and self-help tools.

Building your AI Source of Truth alongside digital adoption

While digital adoption platforms like Whatfix guide users through software workflows, employees still need trusted answers to complex, company-specific questions.

This is where an AI Source of Truth becomes essential, especially as the proportion of hybrid and fully remote workers has stabilized. Guru connects all your company's sources and permissions into a single, unified company brain that your teams can interact with through a Knowledge Agent in Slack, Teams, or their browser.

When an answer needs updating, an expert can correct it once, and the trusted information propagates everywhere. This creates a reliable layer of truth with policy-enforced, permission-aware answers and full auditability.

Final thoughts

Whatfix is a powerful tool for businesses looking to simplify software adoption and improve user engagement. With its interactive guidance, automation, and analytics, Whatfix ensures that employees and customers can navigate complex applications with ease. By pairing guided workflows with a trusted knowledge platform, you can create a seamless operational experience. If you're ready to build an AI Source of Truth that provides trusted, permission-aware answers everywhere your team works, watch a demo of Guru.