Whatfix - Achievement in Customer Satisfaction

Company: Whatfix, San Jose, CA
Entry Submitted By: Lumina PR
Company Description:Whatfix is a game-changing Digital Adoption Platform that helps users achieve optimal performance by providing them quick and easy access to contextual information, needed at the time a task is being performed. With Whatfix, enterprises enable their users to quickly adopt any software application thereby eliminating the time spent in referring multiple resources for help and support.
Nomination Category: Achievement Categories
Nomination Sub Category: Achievement in Customer Satisfaction

Nomination Title: Whatfix: Whatfix Customer Success

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 product’s technical 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.

Whatfix was named a leader in Digital Adoption in the Everest PEAK Matrix,, secured a silver Stevie for Customer Service Department of the Year in the 18th Annual American Business Awards, was a finalist for the Business Intelligence Group’s Excellence in Customer Service Award, andshortlisted as finalist for the 2020-21 Cloud Awards in Best B2B Customer Strategy Category.

Whatfix has consistently scored an unprecedented 100th Percentile B2B SaaS Customer NPS during this time period, according to GrowthScore, and earned 97% CSAT score over the last two years  -21% higher than the Software Industry average. Gartner Peer Insightsrated Whatfix 4.7/5, and G2 Crowd Reviews rated the company 4.6/5, winning the Winter 2021 Leader Badge.

Our customer-first mentality has been crucial for us and for our customers over the past year, which has been characterized by tumult and uncertainty. While many businesses felt compelled to scale back their services, Whatfix implemented the Helping Hand Initiative, an effort to support impacted customers’ continued need to onboard, train, and ensure workforce productivity virtually during the COVID-19 crisis by offering business continuity solutions at no cost.

As a result of our continued customer focus, Whatfix’s DAS is used by over 500 companies in 30+. Whatfix has earned significant public recognition for its excellence in customer success through customer reviews on 3rd party sites. By achieving an NPS average of 57 for the past eight quarters, Whatfix has consistently scored an unprecedented 100th Percentile B2B SaaS Customer NPS, according to GrowthScore, and earned 97% CSAT score the last two years. Whatfix was also recognized by Gartner Peer Insights, scoring 4.7/5 with close to 4x the number of reviews than closest competitor (25 reviews vs. 6 total for WalkMe). G2 Crowd Reviewsalso reflects this, where Whatfix earned a 4.6/5 with close to 20% more reviews than the closest competitor and 11 new reviews earning Whatfix the Winter 2021 Leader Badge (87 total vs. 68 total WalkMe).

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.