Total 598 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%.
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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 a 97% CSAT score in 2020. In 2021 our customers’ CSAT was 99.52% - 22% higher than the Software Industry average. [REDACTED FOR PUBLICATION]
In 2020-2021, especially with our explosive growth in customers, challenges we faced with Covid-19, and transitioning to remote work, we knew we could not lose sight of our key differentiator that drove this success - customer-first service delivery excellence.
In 2021, 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 a customer responded we added more checks in our playbook to avoid any repeats. As a result we did not receive a 2nd dsat from the same enterprise customer.
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.
The satisfaction of our customers hasn’t gone unnoticed. 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 Crowd Reviews also reflect this, where Whatfix earned a 4.6/5 from our customers, earning Whatfix the Winter 2021 Leader Badge.
Our customers regularly share with us directly that Whatfix has the best support staff over any other company we have worked with.
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- At all my time at my company, I have never seen the level of commitment before on a project.The best customer service with a vendor that I've seen!
- Tremendous and proactive approach to customer service!
- Ongoing support second to none!
- Support services have been superb!
- The best customer service with a vendor that I've seen!
- One of the very BEST customer support models I have ever seen while working at my company.
- The best customer service with a vendor that I've seen!
- I want to thank for your excellent service. It has been magnificent.
- Just a comment from me..the Whatfix support team is OUTSTANDING :)
