JobAdder Implements WalkMe Self-Service Support and Improves User Experience, Reduces Costs and Support Tickets

Support Tickets 20% Drop
Decrease in Onboarding Time
Slash Costs and Improve Experience

JobAdder, a cloud-based recruitment management platform, needed a way to maintain a high level of customer service as its customer base grew. By implementing WalkMe’s in-app training and support tools, and accessing WalkMe Insights, JobAdder substantially improved the overall user experience, reporting:

  • 20% drop in support tickets
  • Decrease in onboarding time
  • Decreased costs and improved user experience
“Not only has the product been as good as advertised, the support offered by the customer success team has been phenomenal. WalkMe’s customer success team has been second to none in offering their friendly services.”
~ Ryan Shiba
Learning and Development Manager, JobAdder

Executive Summary

JobAdder is an international cloud-based recruitment management platform that takes pride in its customer-centric approach. As the company grew, though, it faced a challenge: how to maintain high-touch services with a large customer base? JobAdder needed an efficient and scalable way to facilitate customer self-service, particularly in relation to its online onboarding and training program.

WalkMe provided an all-in-one solution, integrating seamlessly with the JobAdder platform and providing contextual, real-time training exactly when and where it was needed. WalkMe also provided an intuitive and effective way to communicate new releases, allowing users to optimize their use of JobAdder software. Overall, WalkMe improved the user experience, resulting in fewer support tickets, reduced onboarding time, and satisfied customers.

“Not only has the product been as good as advertised, the support offered by the customer success team has been phenomenal. WalkMe’s customer success team has been second to none in offering their friendly services.”
~ Ryan Shiba
Learning and Development Manager, JobAdder

JobAdder, a cloud-based recruitment management platform, needed a way to maintain a high level of customer service as its customer base grew. By implementing WalkMe’s in-app training and support tools, and accessing WalkMe Insights, JobAdder substantially improved the overall user experience, reporting:

  • 20% drop in support tickets
  • Decrease in onboarding time
  • Decreased costs and improved user experience

Executive Summary

JobAdder is an international cloud-based recruitment management platform that takes pride in its customer-centric approach. As the company grew, though, it faced a challenge: how to maintain high-touch services with a large customer base? JobAdder needed an efficient and scalable way to facilitate customer self-service, particularly in relation to its online onboarding and training program.

WalkMe provided an all-in-one solution, integrating seamlessly with the JobAdder platform and providing contextual, real-time training exactly when and where it was needed. WalkMe also provided an intuitive and effective way to communicate new releases, allowing users to optimize their use of JobAdder software. Overall, WalkMe improved the user experience, resulting in fewer support tickets, reduced onboarding time, and satisfied customers.

Executive Summary

JobAdder is an international cloud-based recruitment management platform that takes pride in its customer-centric approach. As the company grew, though, it faced a challenge: how to maintain high-touch services with a large customer base? JobAdder needed an efficient and scalable way to facilitate customer self-service, particularly in relation to its online onboarding and training program.

WalkMe provided an all-in-one solution, integrating seamlessly with the JobAdder platform and providing contextual, real-time training exactly when and where it was needed. WalkMe also provided an intuitive and effective way to communicate new releases, allowing users to optimize their use of JobAdder software. Overall, WalkMe improved the user experience, resulting in fewer support tickets, reduced onboarding time, and satisfied customers.

THE
Challenge

Maintaining high-touch services with a growing user base

JobAdder started life as a very hands-on, local software provider serving customers mainly in the Australian market. During this early growth stage it was relatively easy for JobAdder to be extremely high-touch with all customers. As the business grew and started to expand internationally, though, JobAdder sought ways to maintain its highly personal, customer-centric approach. Customer success and worldwide support remained a top priority. This meant efficiency and scalability were paramount, leading to the addition of online guidance functionality to facilitate customer self-service.

JobAdder was also looking for a solution to integrate with their online training platform, which is used to effectively onboard new employees and clients, with a focus on increased knowledge retention through guided practice. With frequent new releases, JobAdder also needed a way to promote new product offerings and features.

JobAdder does not require customers to sign contracts, relying instead on customer success and user experience are at the core of client acquisition and retention.

THE
Solution

Effective onboarding and communication

JobAdder first approached WalkMe because the platform’s comprehensive design, customizability, and ease-of-­use were all appealing. JobAdder utilizes WalkMe to assist in onboarding its prospects during trial periods, as well as new subscribers after their initial sign-up. WalkMe is also used to promote new product offerings and features during its rapid release cycles.

JobAdder has taken full advantage of what WalkMe’s products have to offer. They have implemented 150+ Smart Walk­-Thrus and integrated resources such as video tutorials and articles into the WalkMe Menu to facilitate user self­-service.

Multiple support tools optimize the user experience

Additionally, JobAdder has integrated live chat support and utilizes WalkMe APIs and the onboarding tool to guide even their newest users through the recruitment and hiring process. In addition to Smart Walk-­Thrus, WalkMe is also used to bring the user’s attention to useful product features and capabilities that increase user success and engagement. For example, Smart Walk-Thrus such as “Save this Search” can be auto-­played to highlight the feature and lead to increased user efficiency.

THE
Benefits

Across-the-board savings in support resources

Since implementing WalkMe, JobAdder has seen benefits across the board. Their self-paced client training program offers guidance to users from start to finish, lessening the need for frequent support requests. This is evidenced by a 20% reduction in the average number of support tickets logged per user, in comparing the first five months after implementation against the five months preceding the WalkMe integration.

JobAdder has also seen improvements related to user experience. Since implementing WalkMe, JobAdder has seen a 53% growth in tickets solved with the first reply.

Proactive customer support and communication

JobAdder is now also better able to measure and respond to users with WalkMe Insights and Surveys. This has given JobAdder additional insights into the behavior of its users and enables their support team to reach out to users proactively.

“Not only has the product been as good as advertised, the support offered by the customer success team has been phenomenal. WalkMe’s customer success team has been second to none in offering their friendly services,” says Ryan Shiba, Learning and Development Manager, JobAdder.

About JobAdder
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