Maxwell Health Uses Whatfix’s Real-Time Support to Deflect 25,000+ Support Tickets
HR and benefits administration SaaS platform Maxwell Health uses Whatfix to reduce its support requests with real-time, self-service support and interactive guides powered by Whatfix’s digital adoption platform.
BY THE NUMBERS
The Whatfix Difference
67
in-app guided Flows created with Whatfix.
25,000+
deflected support tickets with Self Help.
15%
reduction in monthly customer support tickets.
“Whatfix has made it super simple for us to incorporate helpful visual guides into our knowledge base content. Our users are able to get seamless self-service even on complex features with Whatfix’s intuitive interface. Plus, it’s a breeze for our team to create and maintain our guides.”
Abigail Albright – Director EPM, Maxwell Health
The Maxwell Health Story
HR & Benefits SaaS Platform for Small & Mid-Sized Companies
Maxwell Health simplifies benefits and HR for small to mid-sized employers. The platform includes a marketplace that makes buying benefits intuitive for employees, tools that streamline HR processes including benefits, administration and payroll, and a mobile app that makes using benefits easy.
Maxwell is provided by benefits advisors, as well as insurance and retirement companies that license its technology.
The Challenge
Keeping Product Tutorials Updated & Managing Support Tickets While Scaling Its Customer Base
Maxwell Health constantly improves its product. With new features and product updates, Maxwell Health was looking for ways to make sure that these updates were communicated to its rapidly growing customer base in an easily digestible and intuitive format.
On a quest for a tool that could help them efficiently update and maintain product how-to’s and tutorials without a lot of manual overhead from the team, they found Whatfix.
The Solution
Whatfix’s In-App Guidance & Real-Time Support for Product Training and New Feature Launches
When Maxwell Health discovered Whatfix, they realized that Whatfix’s guidance platform could solve its product training challenges and be used in multiple touch points when needed.
After Maxwell Health integrated Whatfix, its product and support managers created 67 in-app guides and used them to successfully help customers overcome common areas of user friction that previously resulted in support tickets.
“Rapid growth is great, but it also comes with a great responsibility towards real-time customer support and satisfaction. After implementing Whatfix, there has been an exponential rise in customer satisfaction without any additional resources,” said Abigail Albright, Director EPM at Maxwell Health
Whatfix has been critical to Maxwell Health’s success in creating smart and engaging customer-facing content. They have been using Whatfix to provide guidance on their product, in real-time as guided walkthroughs and as easily embeddable slideshows in their knowledge base software.
Whatfix has been able to change the traditional 1 on 1 approach of customer support and has been enabling multiple clients of Maxwell to get help simultaneously in real-time. This has led to positive feedback from its customers, specifically on the intuitive click-through guidance. Customers are now able to find answers to their questions, decreasing the number of tickets sent to its support team.
Maxwell Health’s product is constantly changing, so it’s critically important that their documentation stays up to date. Whatfix is instrumental in helping them do that.
“Whatfix has made it super simple for us to incorporate helpful visual guides into our knowledge base content. Our users can get seamless self-service even on complex features with Whatfix’s intuitive interface. Plus, it’s a breeze for our team to create and maintain our guides,” said Albright.
Industry: SaaS
Use Case
- Self-Help Support
- New Feature Adoption
- In-App Guidance
Applications
- Maxwell Health
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FAQs
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What is a digital adoption platform?
A digital adoption platform (DAP) overlays onto other software applications that provide in-app guidance and on-demand support to users. Admins use no-code editors to create, publish, and manage in-app content such as product tours, interactive walkthroughs, smart tips, task lists, and self-help wikis that help assist and guide users through applications in real-time.
Can I sign up for a free Whatfix trial?
Absolutely! You can sign up for a free trial to give Whatfix a test drive here.
What is Whatfix's pricing?
For full pricing information, please visit out pricing page.
Pricing for each product and plan is composed of a flat fee, plus user license fees. The flat fee depends on the product and plan you need. User license fees are defined based on the type of user who will access the application where Whatfix will be deployed, as further defined below:
For employee-facing applications used by your employees for internal business functions a user license is equal to the total number of users with access to such application.
For customer-facing applications used by your customers or external-facing users (partners or any other third-party) a user license is equal to the monthly active users (MAUs) with access to such applications.
How does Whatfix compare to its competitors?
What is the largest pure-play digital adoption vendor in the marketing. Explore our Compare Hub to see why Whatfix is the DAP market leader.
What type of applications does Whatfix support?
Whatfix supports both web-based, mobile, and desktop (or on-premise) implementations – as well as internal use cases for employees and external use cases for customers.
For our web-based cloud offering, you just need to install our Whatfix Editor extension on Chrome or Firefox, and you are ready to get started. Our editor’s user experience is so simple that you can create interactive guides easily, with no technical dependencies or setup required.
Our mobile DAP deployment utilizes an SDK.
We also offer full support for on-premise setups. Our on-premises export version allows you to export and deploy Whatfix guides on your own web server.
How can I read Whatfix reviews?
You can find Whatfix DAP on all major software review websites including G2, Capterra, SoftwareAdvice, Gartner, TrustRadius, etc. We recommend starting with Whatfix reviews on G2.com, as it is the largest, most established third-party review network. With 350+ reviews, Whatfix has been named a Leader in the DAP category for 9 consecutive reports.
What types of companies work with you?
Our customers range from SMBs, large enterprises, and Fortune 100 companies across verticals, including:
- SaaS companies
- eCommerce marketplaces
- Insurance companies
- Healthcare providers
- Media companies
- Governments
- Universities
…and many more – all solving their digital adoption challenges by empowering their employees, customers, and end-users with Whatfix.
What is the difference between Guidance Analytics and Product Analytics?
Whatfix offers two types of user analytics: Guidance Analytics and Product Analytics.
Guidance Analytics is included for all Whatfix DAP customers. It provides engagement and usage data on your in-app content built with Whatfix. See Task List completion rates, Flow dropoffs, Smart Tip views, common Self Help queries, and more.
Whatfix Product Analytics is a comprehensive no-code event-tracking solution. It empowers application owners and product managers to analyze user behavior on internal software and customer-facing apps.
What is Whatfix Mirror?
Whatfix Mirror is an application simulation software builder that provides interactive, replica sandbox environments of any web application for hands-on end-user training.
Quickly create interactive, replica versions of any web application to provide end-users with a sandbox environment for hands-on software training or user testing, without risking live software usage.
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