• Increase in Long-term User Value
  • Support Requests 77% Resolved
  • Slash Costs and Improve Experience
Locaweb

Locaweb is an Internet service provider with over 262,000 customers. Founded in 1998, Locaweb is the leading Hosting and Infrastructure Services Provider in Brazil, with 24% of the hosting market. Locaweb serves both the individual user and large corporations via three verticals: Internet, data center and communication. Locaweb hosts over 316,000 web sites and has witnessed a 40% year over year storage growth. Locaweb provides routing traffic for 4 million mailboxes and 10 million inbound addresses.

WalkMe provided an indispensable tool to enhance our user experience and increase long-term user value. We utilized several of WalkMe’s unique features and then watched as our user experience transformed into something attractive, intuitive and personalized.
- Tatiane Dantas Customer Service Process Analyst at Locaweb

THE Challenge

Locaweb leads the Brazilian market by providing excellent services to satisfied users. With a large and diverse user base engaging with an array of innovative services, Locaweb sought to provide memorable, positive user interactions.

Locaweb planned to launch a new webmail platform. Their innovative service has many advanced capabilities being utilized by a diverse and growing user base. Locaweb needed a way to onboard existing users from the previous webmail environment to the new one. Locaweb needed to ensure that users would not shy away from advanced processes. Their goal was to communicate effectively with their users and broadband visitors so that user tasks could be accomplished successfully and immediately. Their user experience had to be engaging, easy-to-navigate, and at the peak of innovation.

Additionally, Locaweb came to WalkMe to heighten its support capabilities. At Locaweb, customer care comes first. Locaweb received heavy incoming support request for basic how-to’s. Locaweb was interested in minimizing the valuable resources being spent by providing the highest standard of customer care and a simple user experience.

THE Solution

WalkMe deployed Walk-Thrus on Locaweb, guiding users through their advanced tasks. WalkMe provides users with direct onscreen actions so that they can self-task successfully and resolve support queries. Walk-Thrus allow users to accomplish advanced processes, including defining signatures, forwarding messages, enabling and setting vacation reminders.

Locaweb took advantage of WalkMe’s search feature, which made user support direct and precise. WalkMe’s Permalinks upgraded Locaweb’s existing web infrastructure. With WalkMe, Locaweb offers helpful videos, articles and additional Walk-Thrus. WalkMe’s analytics provided Locaweb with the precise data required to deliver accurate, personalized user experiences.

USER Response

Locaweb’s user success rate skyrocketed. When surveyed, 77% of Locaweb users stated that WalkMe helped them resolve their online concerns. Similarly, Locaweb support staff was very happy with WalkMe as it allowed them to focus on more intricate, technical support tickets.

Within the first month of WalkMe’s live activation on Locaweb, tens of thousands of Walk-Thrus were played. In this month, nearly 20,000 user queries were effectively resolved with WalkMe. Online confusion and user frustration became a thing of the past. The change was immediate: WalkMe empowered Locaweb users to work with confidence and elegance.
WalkMe was so successful on their webmail implementation that it is now being added to LocaWeb’s Client Control Center environment as well.

THE Benefits

“WalkMe provided an indispensable tool to enhance our user experience and increase long-term user value. We utilized several of WalkMe’s unique features and then watched as our user experience transformed into something attractive, intuitive and personalized,” -Tatiane Dantas, Customer Service Process Analyst at Locaweb. WalkMe opened new channels for user communication and feedback. This enabled Locaweb to continually upgrade and improve upon their service. WalkMe for Locaweb delivered both the qualitative and quantitative results required to deem this partnership a staggering success.

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