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, 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 both new employees and clients, with a focus on increased knowledge retention through guided practice.
With no contracts, JobAdder customer success and user experience are at the core of client acquisition and retention. JobAdder first approached WalkMe because the platform’s comprehensive design, customizability, and ease-ofuse were all appealing. With a focus on highlighting the product’s simplicity, JobAdder utilizes WalkMe to assist in onboarding its prospects during trial periods, as well as new subscribers after their initial sign-up. With JobAdder’s rapid release cycles, WalkMe is also used to promote new product offerings and features.
JobAdder has taken full advantage of what WalkMe’s products have to offer. They have implemented 150+ WalkThrus and integrated resources such as video tutorials and articles into the WalkMe Player to facilitate user self-service. 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 standard WalkThrus, WalkMe is also used to bring the user’s attention to useful product features and capabilities that increase user success and engagement. For example, Walk-Thrus such as “Save this Search” can be auto-played to highlight the feature and lead to increased user efficiency.
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 5 most recent months against the 5 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.
JobAdder is now also better able to measure and respond to users with WalkMe’s surveys and analytics. 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.” Ryan Shiba, Learning and Development Manager, JobAdder