Whatfix vs Userlane which is better for customer feedback

Is Whatfix or Userlane the best tool for customer feedback? And is there a better software that would better fit your needs?

With so many alternatives on review sites, it’s a bit tricky to really choose one.

It would be best to consider your priorities and the functionalities you’ll need from the tool to get the job done. Then there’s also the price that needs to match your budget. Right?

In this post, we’ll discuss exactly what the perfect tool for performing customer feedback should deliver and which will be the best choice for your company’s needs.

Let’s dive in!

TL;DR

Let’s explore how Whatfix and Userlane compare when it comes to collecting customer feedback.
- Whatfix has surveys, NPS surveys, and feedback forms that give your users a voice.
- Userlane is a no-code digital adoption platform used to measure how employees use applications, identify areas for improvement, and offer real-time guidance directly within any application.
Considering functionalities and value for money, Userpilot is a better choice when it comes to collecting customer feedback. With features such as NPS surveys, in-app surveys, and survey analytics, it can help you with collecting and analyzing customer insights without coding.
Get a Userpilot demo and drive your product growth code-free.

What is 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.

Must have features for customer feedback tools

On the lookout to find the best customer feedback tools? We’ve curated a list of the best tools that are trustworthy:

Userpilot: best customer feedback tool for creating NPS surveys without Userpilot branding and with NPS tagging capability
Appcues: best customer feedback tool for creating mobile surveys
UserGuiding: best customer feedback tool for creating different types of micro surveys
Pendo: best customer feedback tool for feedback analytics
Chameleon: best customer feedback tool for contextual in-product feedback

Let’s dive deeper into how each stacks up for different company sizes, budgets, and jobs to be done!

Whatfix for customer feedback

User feedback is essential to gather data on how customers or employees interact with a particular tool and which challenges they might face while doing so. Whatfix has surveys, NPS surveys, and feedback forms that give your users a voice.

Here’s how you can use Whatfix to collect customer feedback:

Whatfix’s feedback forms give your employees and customers a chance to share their experience while using a particular product or feature. These input fields could be used to collect broad qualitative feedback or ask users about a specific feature.
You can also build NPS surveys with open-ended and multiple-choice questions in addition to the standard 1-10 scalar ratings. Unfortunately, you’ll only be able to edit, delete, or reorder these questions if you upgrade to the Premium plan.
If you’re developing a mobile app for customers or require that employees use a mobile-based application, Whatfix can help you build app-specific surveys. These surveys can take up the entire screen of a mobile device, pop up in the middle, or come from the bottom.

NPS surveys in Whatfix

NPS surveys are a tried-and-tested way of measuring customer loyalty and advocacy. Whatfix lets you gather NPS data through no-code surveys, automatically calculates scores, and lets you pull data into third-party integrations like Power BI.

Here’s an overview of how Whatfix helps you track your Net Promoter Score:

No-Code Surveys: Whatfix’s gallery of no-code widgets includes NPS surveys as an option. This means that all users can create an in-app NPS survey without writing any code. However, only Premium users will be able to edit, reorder, and delete questions within NPS surveys.
Survey Analytics: If you include an NPS question in your survey, then the AI-generated summary will automatically calculate the score based on the responses you received. These automatic survey analytics can save you some number-crunching time.
Power BI: Whatfix has a direct integration with Power BI — a data visualization tool from Microsoft. This lets you sort data by users with a Net Promoter Score below six so you can map their usage patterns and identify the product problems that create detractors.

In-app surveys in Whatfix

In-app surveys are the most efficient way to collect customer feedback because they let you capture user feedback at the exact moment that people are using your product. Whatfix lets you run NPS surveys, survey mobile users, and gather feedback from the self-help widgets.

NPS Surveys: Whatfix’s NPS surveys can include multiple choice and open-ended questions alongside the usual 1-10 rating scale. Sadly, you’ll need to upgrade to a Premium subscription if you want to edit, reorder, or delete any of these questions.
Mobile Surveys: Whatfix Mobile lets you gather feedback from users on mobile devices so you can acquire insights into the mobile experience. Whatfix’s mobile surveys could appear as full-screen popups, show up in the middle of the screen, or slide out from the bottom.
Self-Help Widget: The self-help widget (which is always visible on the right side of a user’s screen) is primarily used to access documentation or resources from within a product. However, it also has feedback collection forms so you can ask users how helpful your content is.

Userlane for customer feedback

Userlane enables teams to collect user feedback and enhance product experiences through basic survey functionality. While their primary focus is on interactions, you can also gather feedback.

However, it might be challenging to track and analyze the data since it is not their core use case.

You might want to consider alternatives like Userpilot and Walkme for collecting user feedback.

NPS surveys in Userlane

Userlane provides you with the tools to set up and automate your NPS. With it, you can target a specific user group with the survey.

Let’s take a look at some of the features of Userlane that’ll improve your NPS surveys:

NPS will run in cycles until you deactivate it or until the end date is reached. With Userlane, you activate a single NPS survey displayed in predefined cycles. The NPS survey is hidden from users once they respond to it. These users will be targeted automatically again in the new cycle.
Automatic reminder system: NPS will remain in the announcement list in the Userlane Assistant if a user has not responded yet. You can set up a reminder with the desired frequency to nudge these users so the NPS pop-up is displayed for them again.

In addition to collecting feedback through NPS surveys, tools like Userpilot can help you target different in-app experiences to address different user segments, either to collect more feedback or offer help.

In-app surveys in Userlane

Product teams use in-app surveys to conduct user research, personalize user experience, assess satisfaction levels, measure customer loyalty, identify new feature ideas, and better understand user behavior.

With the new emoji-based scale, survey participants can easily provide feedback by selecting one of five emojis representing different sentiments. The leftmost emoji corresponds to the lowest rating and the rightmost to the highest. This user-friendly, easy-to-use system allows quick responses, encouraging engagement and a high participation rate.
You can translate the survey into other languages by switching the language.
You can decide who should participate in the survey by setting up a dedicated user segment. Select a page segment to display it on specific pages only. You can also specify the activation date of the survey and how often you want to send reminders to users who haven’t responded to it yet.

There are other comprehensive features that Userlane does not possess, for example, with Userpilot’s heatmaps and event analytics you can gain insights into users’ behavior compared to Userlane. This could reveal that some users don’t engage with the right features for their use cases, which translates into poor survey results.

Pros and cons of Whatfix

Whatfix is priced lower than its closest competitor (WalkMe) while letting you onboard both customers and employees to software applications. That said, there are a few clear scenarios where you might want to look for alternative solutions:

If you’re the type of customer who wants to “try before they buy”, then Whatfix isn’t going to be the right fit. The trial request form on their website is buggy, you’ll need to wait a month to hear back on your request, and you might end up with a demo instead of a trial.
Many customers have complained about the subpar support that Whatfix offers. There are multiple reviews on websites like G2 citing slow resolution times, high success manager turnover, and an overall lack of technical assistance from the Whatfix team.
Despite claiming to be built for enterprise organizations, Whatfix’s analytics capabilities leave much to be desired. If you’re looking for advanced analytics capabilities, then find alternatives like WalkMe, Userpilot, or Appcues.

Pros of Whatfix

Whatfix may not be as popular or widely adopted as competitors like WalkMe, but it does have its fair share of benefits:

Pricing: While Whatfix does not publish the exact cost of its plans publicly, numerous reports from customers suggest an average entry point of $1,000/month. This is significantly cheaper than its closest competitor, WalkMe, which reportedly starts at closer to $10,000/month.
Automation: Whatfix Flows helps you automate repetitive tasks to save time. The Whatfix Flows dashboard also lets you analyze your existing flows and then use them to create entirely new automation in a single click.
Integrations: Whatfix’s third-party integration options make it easy to incorporate the solution into the rest of your tech stack. It integrates with Salesforce, Amplitude, Google Analytics, Slack, and more — providing a good selection of the top CRM, analytics, and communication tools.

Cons of Whatfix

Whatfix offers a more affordable employee onboarding solution than its closest competitors but is limited by its lackluster analytics and support — along with its high-friction trial signup process for prospective customers.

Here are the key drawbacks of using Whatfix:

Whatfix is quite lacking in the analytics department — both in comparison to direct competitors like WalkMe as well as other onboarding solutions like Userpilot, Appcues, or Pendo. If detailed user data matters to you, you’ll want to consider alternatives.
Technical assistance (or the lack thereof) is arguably one of Whatfix’s largest weaknesses. While all plans promise to give you a customer success manager, most Whatfix users complain about the subpar support they provide.
While Whatfix has a trial request page on its website, this form is buggy and inconsistent. You can reach out to support to request a trial directly but resolution times can be upwards of a month — and, in the end, you may even be redirected to a demo call instead of a trial account.

Pros and cons of Userlane

While Userlane is undoubtedly powerful, certain scenarios might necessitate exploring alternatives.

Extensive Third-party Integrations: While Userlane offers some key integrations if your business heavily relies on a diverse range of third-party tools and you need a seamless, in-depth integration for all of them, you might want to explore platforms like Pendo or Mixpanel that offer broader integration ecosystems.
Budget Constraints: While Userlane offers a plethora of features suitable for established enterprises or growing companies, it might be beyond the reach of early-stage startups with limited funds. If you’re on a strict budget and looking for a more affordable solution, platforms like UserGuiding, Intercom, or Intro.js might be more aligned with your financial constraints.
Complex Customization Needs: If your platform requires highly specialized or intricate onboarding experiences that go beyond standard walkthroughs and tooltips, you might find Userlane’s customization options a bit restrictive. In such cases, tools like WalkMe or Appcues, known for their deep customization capabilities, might be a better fit.

Pros of Userlane

Higher productivity, less support effort, and happier users are what Userlane is created for. From a vast spectrum of capabilities to elegantly crafted UI elements that cater to any walkthrough, regardless of its level of customization, Userlane stands out as a robust platform to bolster user engagement and product familiarization.

Let’s dive into the pros of using Userlane:

Streamlined no-code interface: Userlane boasts a user-friendly dashboard, enabling even those with no coding background to easily design and implement onboarding flows.
Product adoption analytics: Get a real-time view of digital transformation progress in your organization. Delve deeper into user behaviors across different applications and analyze engagement levels so you can optimize user experiences.
Dynamic user walkthroughs: Craft compelling and interactive walkthroughs that intuitively guide users through your software, ensuring they grasp every essential feature.
Versatile in-app communication tools: Whether tooltips, banners, or pop-up modals, Userlane offers many tools to engage users directly within your platform. With Userlane’s customer onboarding solution, you can tailor communications for different user segments, guiding them through the tasks and processes they will most likely need help with.
Seamless third-party integrations: Integrate Userlane with various analytics tools, CRM platforms, and other essential software to ensure a harmonious workflow and data sharing.
Granular audience segmentation: Understand your users and their needs better by segmenting them based on behavior, user type, or other customizable metrics. This ensures that your messaging and tours are always relevant and timely.
Optimized A/B testing capabilities: Refine your onboarding and in-app messaging by A/B testing different approaches, enabling you to continually enhance user experience based on concrete data.
Thoughtful pacing with walkthrough rate limiting: Ensure users aren’t too quickly bombarded with too much information. With Userlane’s rate limiting, you can pace the introduction of new features or tasks, striking a balance between informing and overwhelming.

Cons of Userlane

As with any tool, weighing its strengths and weaknesses is essential. Here are the notable drawbacks of adopting Userlane:

Visual Customization Restrictions: One of Userlane’s apparent setbacks lies in its restricted visual customization capabilities. If you have an eye for aesthetic and unique branding elements might find the platform limiting. The lack of diverse templates and somewhat rigid design elements could impede brands from truly reflecting their identity.
Analytical Ambiguities: In the age of data-driven decision-making, Userlane’s analytical powers — or the lack thereof — stand out. While it offers basic insights, those looking for a deep dive into granular user behavior, funnel analysis, heatmaps, and more might need to bridge the gap with external integrations.
Integration Quandaries: Speaking of integrations, Userlane might not be the Swiss Army knife of connectivity that some businesses might be hoping for. While essentials like Zendesk, Google Analytics, Hubspot, and Salesforce are on the list, those yearning for a wider array of integration options might need to strategize around these limitations.
Cost Considerations: Userlane’s pricing structure could be a roadblock, especially for startups and SMEs keen on budget constraints. The initial investment for Userlane might seem daunting, especially considering the added costs of potential integrations and the learning curve associated with maximizing the platform’s potential.

Whatfix vs Userlane: Which one fits your budget?

Understanding the cost implications is paramount when selecting the right solution for customer feedback, so here’s a detailed pricing comparison of Whatfix and Userlane.

Pricing of Whatfix

Whatfix doesn’t have public pricing listed on its website. It also charges separately for its product analytics solution, but we won’t be going over those plans since we’re focusing on the digital adoption platform.

Here’s an overview of the three plans available for Whatfix web:

Standard: This includes core features like in-app guidance, contextual guidance, a multi-media knowledge base, and content aggregation capabilities. It also includes access to pre-built surveys and up to two integrations.
Premium: This includes additional features such as automatic content localization, automated flow testing, unlimited integrations, and single sign-on (SSO). You’ll also be able to build custom surveys while on the Premium plan.
Pro: This includes the features from previous plans as well as enterprise-exclusive options such as self-hosting. This plan is targeted towards customer-facing applications with a million or more users.

Pricing of Userlane

Userlane’s pricing plan is structured in a customizable pattern. This means you need to get a custom quote to know the plan that fits your brand’s purpose based on the level of your SaaS and the number of acquired customers.

Userpilot – A better alternative for customer feedback

User feedback is an essential part of listening to the Voice of the Customer (VoC) and making product development or marketing decisions that best suit your customer base. Userpilot has a no-code survey builder, 14 templates to choose from, and advanced analytics for extracting insights.

Here are the Userpilot features you can use to collect customer feedback and analyze it:

Survey builder: Userpilot’s survey builder lets you edit the content, update the widget’s style/placement, and set page-specific or event-specific triggers to ensure that users see the survey at the most contextual moment — all without writing a single line of code. You can also translate surveys into your audience’s native language.
Survey templates: There are 14 survey templates to choose from with a wide array of different use cases. You can collect qualitative responses on how to improve the user/product experience or quantitative data for customer satisfaction benchmarking, such as CSAT and CES scores.
Advanced analytics: Userpilot’s advanced survey analytics will show you what the most common responses were, what percentage of users selected a specific option, and display open-ended feedback about your product or specific features.
Survey analysis in Userpilot.
NPS dashboard: Userpilot’s NPS dashboard compiles response data from all NPS surveys, so you don’t have to manually go into each survey and check its analytics. You’ll be able to view key metrics like response rates, total views, and NPS history and sort all the data by different segments.
NPS dashboard in Userpilot.
NPS response tags: Userpilot comes with NPS response tags that you can use to categorize qualitative NPS answers for analyzing purposes. You can use these tags to identify common issues among passives and detractors or find satisfaction drivers among promoters.
NPS response tags.

NPS surveys in Userpilot

The Net Promoter Score (NPS) is a reliable measure of how satisfied customers are and how likely they are to recommend your product to others. Userpilot lets you build NPS surveys, analyze response data, and target specific user groups to gather actionable insights.

Here are the Userpilot features you can use when sending NPS surveys:

No-code builder: The survey builder lets you edit the content of your NPS surveys, style the widget to your liking, restrict surveys to specific pages/paths, and use AI-powered localization to change the language of your survey.
Userpilot offers multiple options for delivering your NPS surveys to users.
Audience targeting: Userpilot’s audience targeting features let you choose which users to include in NPS surveys. You could set this to all users, select only me if you’re still in the testing stage, target a particular segment, or set conditions that must be met for a survey to appear.
Analytics dashboard: Userpilot’s dedicated NPS dashboard shows you all the key data gathered from your surveys. These include how many views your NPS surveys have gotten, the number of responses, the overall response rate, and how the score has been trending over time.
NPS dashboard in Userpilot.
NPS response tags: Userpilot comes with NPS response tags that you can use to categorize qualitative NPS answers for analyzing purposes. You can use these tags to identify common issues among passives and detractors or find satisfaction drivers among promoters.

In-app surveys in Userpilot

In-app surveys are an effective way to collect direct feedback from users without being at the whim of their email inboxes. Userpilot’s built-in functionality lets you create surveys, translate them, and track granular survey analytics that offer additional user insights.

Here are the Userpilot features you can use when building in-app surveys:

Survey templates: Userpilot’s no-code survey builder has 14 templates to choose from. These include NPS, CSAT, and CES surveys among others for collecting quantitative and qualitative feedback from users. You can add a series of questions to gather valuable insights.
Survey translation: Userpilot’s AI localization feature lets you translate surveys in a matter of minutes. All you need to do is add the desired locale and leave the rest to Userpilot. You can also make manual tweaks to translations if needed.
Advanced analytics: Userpilot has detailed analytics that shows what percentage of users chose a specific option, summarizes the most popular choices, and lets you browse through open-ended responses to extract insights from qualitative feedback.
Survey analysis in Userpilot.

Pricing of Userpilot

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 pricing new april 2024
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).

What do users say about Userpilot?

Most users laud Userpilot for its versatile feature set, ease of use, and responsive support team:

I recently had the pleasure of using Userpilot, and I must say it exceeded all my expectations. As a product manager, I’m always on the lookout for tools that can enhance user onboarding and improve overall user experience. Userpilot not only delivered on these fronts but also went above and beyond with its impressive new features, unparalleled ease of use, and truly exceptional customer support.

What truly sets Userpilot apart is its outstanding customer support. Throughout my journey with Userpilot, the support team has been responsive, knowledgeable, and genuinely dedicated to helping me succeed. Whenever I had a question or encountered an issue, their support team was always there to assist promptly, going above and beyond to ensure my concerns were addressed effectively.

Source: G2.

Of course, other users are also kind enough to share constructive criticism regarding specific features like event tracking filters:

“The filtration while analyzing specific events is a little confusing. Understanding of custom properties and data management configuration could have been more organised.”

Source: G2.

Conclusion

This is the end of our thorough comparison between Whatfix and Userlane. You should be able to make a confident decision by now. If you’re looking for a solid tool for customer feedback that promises great value for money, give Userpilot a go. Book a demo today!

Whatfix vs Userlane: Which is Better for Customer Feedback?

CONTENTS

TL;DR

Try Userpilot for Collecting and Analyzing Customer Feedback

What is customer feedback?

Must have features for customer feedback tools