With over 37,000 customers, Truckstop.com needed a simple solution to improve its platform’s usability – one that could be easily applied across all of its products and solutions. Customers were having difficulty onboarding and engaging with the platform, which put them at a high risk for churn. Truckstop.com was also experiencing large (and costly) daily volumes of support requests, primarily through their phone system.
As a result, Truckstop.com was looking for ways to strategically improve its customer onboarding process and overall engagement experience, while also easing the support burden by reducing the number of requests.
WalkMe allows us to facilitate on-demand, tactile (kinesthetic) learning, and impact real behavior change that benefits our valued users.
By implementing WalkMe contextual engagement and guidance apps
Truckstop.com implemented WalkMe to provide its customers with context-intelligence on-screen guidance that simplifies their Truckstop.com digital experiences. Customers are led step-by-step through the onboarding process, learn the system in situ, and consequently recognize the value of the Truckstop.com much quicker. Truckstop.com uses WalkMe to highlight only key features that are relevant for specific users, which greatly personalizes the customer experience and increases user engagement. Some of these features include negotiation and optimization tools, and how to upgrade an account.
Since adding WalkMe to its online platform, Truckstop.com has seen a huge increase in the adoption rates of its key features, such as RateMate and FuelDesk, key aspects of the company’s success – within a few months after implementing WalkMe. Customers are easily navigating and engaging with the platform, which has led to increase in customer retention, and a reduction in churn. The improvement in platform usability and the self-service options have also decreased the support burden – with a double digit drop in the number of requests for support in issues covered by WalkMe.
As a result of the customer success experienced with WalkMe, Truckstop.com has decided to expand the implementation of WalkMe tools to four additional products under it’s umbrella: CargoShield, ShipperMate, LoadPay, and Real Time Freight.