Company: Whatfix, San Jose, CA and Bengaluru, India
Company Description: Whatfix is a SaaS-based platform that provides in-app guidance and performance support for web applications and software products. Whatfix helps companies to create interactive walkthroughs that appear within web applications. Whatfix has offices in San Jose, California, and Bengaluru, India
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Services
 Nomination Title: Whatfix
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated department, OR written answers to the questions? (Choose one):
Written answers to the questions
- Outline the department's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 219 words used.
Whatfix has scored a B2B SaaS Customer Net Promoter Score(NPS) average of 56 in 2022, which is an extraordinary net promoter score for B2B SaaS, according to GrowthScore, and earned an average 99.70% CSAT score with a 30.8% response rate in 2022 - almost double than the Industry standard. In 2021-2022, especially with our explosive growth in customers reinforced our key differentiator that drove this success - customer-first service delivery excellence. In 2022, our customer service team doubled down and followed up on every dsat we received. We asked customers who had given a dsat the reason and how we can do better. And each time they responded we added more checks in our playbook to avoid any repeats. As a result, we didn't receive a 2nd dsat from the same enterprise customer.
Though the ticket volume increased by 64%, our first response time decreased to 5 minutes from 8 minutes in 2022. The Whatfix’s support team is able to resolve 60% of the tickets raised, within a day. The satisfaction of our customers hasn’t gone unnoticed. Whatfix has earned significant public recognition for our excellence in customer service through customer reviews on 3rd party sites. Gartner Peer Insights rated Whatfix 4.7/5, and G2 Reviews rated the company 4.6/5, winning the Fall 2022 Leader Badge
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 38 words used.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated department: its history and past performance (up to 200 words):
Total 126 words used.
Whatfix is a leading Digital Adoption Solution (DAS) that helps companies provide intuitive onboarding, effective training, and support by utilizing contextual and personalized in-application content. Whatfix has a record of increasing employee productivity by 35%, reducing training time and costs by 60%, reducing employee case tickets by 50%, and increasing application data accuracy by 20%. Our success is a result of our customer-first ethos. Every department and employee ties their KPIs to customer success to ensure we have organizational adoption and accountability. Our customer service department is leading from the front. Despite the company’s explosive growth, Whatfix earned 97% CSAT score in 2019 and 2020 - 21%, 99.52% in 2021 and an average 99.70% CSAT score in 2022, higher than the Software Industry average.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the department's past performance (up to 250 words):
Total 248 words used.
As a result of our customer-first core value, Whatfix has achieved eight years of exponential growth and our DAS is used by over 575 companies in 30+ countries, including more than 100 Fortune 1000 customers. Whatfix tripled its headcount in 2020 to 360 employees and doubled it in 2021 to 700+ with six offices across the globe. In 2022, Whatfix is an 865+ employee-strong company.
Whatfix has scored a B2B SaaS Customer NPS score above 50, which is a good net promoter score for b2b, according to GrowthScore, and earned an average 99.70% CSAT score with 30.8% response rate in 2022 - almost double than the Industry standard.
Specifically regarding CSAT, Whatfix saw a 34% response rate, compared to the industry average of 12-15%. As ticket volumes increase, CSAT usually goes down. Whatfix’s tickets increased 2x YoY (and the team size increased by 40%), but we still increased our CSAT and improved response times.
Whatfix has earned significant public recognition for its excellence in customer service through customer reviews on 3rd party sites. Whatfix was recognized by our customers on Gartner Peer Insights scoring 4.7/5. G2 Reviews also reflect this, where Whatfix earned a 4.6/5 from our customers, earning Whatfix the Fall 2022 Leader Badge.
Our customers regularly share with us directly that “Whatfix has the best support staff over any other company we have worked with." Please refer to the list of select customer kudos in the Supporting Materials section for more.
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