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.
JobAdder does not require customers to sign lock-in contracts, relying instead on customer success and user experience as the key drivers of client acquisition and retention.
As the business grew and started to expand internationally, JobAdder sought ways to maintain its highly personal, customer-centric approach. Customer success and worldwide 24/6 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 increasing knowledge retention through guided practice.
Lastly, with frequent new releases, JobAdder needed a way to promote new product offerings and features.
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 has taken full advantage of what WalkMe’s products have to offer, leveraging WalkMe to onboard new users and accounts and promote new features. They have implemented 650+ Smart Walk-Thrus and integrated resources, such as video tutorials and articles, into the WalkMe Menu to facilitate user self-service.
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.
Customer education and certification
JobAdder has also used TeachMe to build a comprehensive customer education and certification program with seven unique certification pathways to help customers continually up-level their skills and get the most out of the platform. Within the first 12 months of launching the program, customers had completed over 31,000 self-paced courses, and JobAdder had issued over 7,000 certifications to users around the world.
Shiba explains, “Our self-onboarding program, implemented with TeachMe, ensures that our customers are able to learn at their pace and revisit content at any time, without leaving the JobAdder platform. Learning is purposeful and relevant in the moment. We retain more information when we actively discover a solution as opposed to passive acquisition, so the benefits of this approach multiply over the lifetime of the partnership.”
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 24% year-over-year reduction in the average number of support tickets logged per user, enabling JobAdder to put more resources into areas of the business that drive increased revenue.
JobAdder has also seen improvements related to user experience. Since implementing WalkMe, it has seen a 53% increase in tickets solved with the first reply.
“The WalkMe help widget enables us to deflect nearly one ticket for every ticket that is logged to our Support Team, promoting high efficiency for both our clients and our own organization. This approach helps to reduce our users’ cognitive load and enables them to focus on the ‘what’ and ‘why’ by ensuring they can be guided through the ‘how’ at any point,” Shiba says.
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, Head of Learning, JobAdder.
