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. With Whatfix, Maxwell Health has deflected more than 25,000+ support queries. This has enabled them to provide contextual guidance and proactive support in real time to its customers.


The Whatfix Difference


in-app guided Flows created with Whatfix.


deflected support tickets with Self Help.


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.

Ready to experience Whatfix for yourself?



Use Case

  • Self-Help Support
  • New Feature Adoption
  • In-App Guidance


  • Maxwell Health

# of Customers



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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.

Absolutely! You can sign up for a free trial to give Whatfix a test drive here.

Whatfix supports both cloud and on-premise implementations.

For our cloud offering, you only need to install our Whatfix Editor extension on Chrome or Firefox and you’re ready to get started. The user experience of our editor is so simple that you can create interactive guides easily, with no technical setup required.

We also offer full support on on-premise setups. Whatfix guides can be exported and deployed on your own web server with our on-premises export version.

Our pricing is entirely based on customer requirements and usage. We have tailor-made pricing models for SMBs and large enterprise companies. For more details on pricing, visit our pricing page or you can contact us at [email protected] or call us at +1-800-459-7098. We would be happy to provide you with a custom quote.

Our customers use Whatfix for a variety of use cases, including: 

  • Supporting change and digital transformation efforts.
  • Contextual employee training, onboarding, and performance support across your entire software applications and digital processes.
  • Building UI elements such as product tours and walkthroughs for better user onboarding experiences.
  • Creating self-help portals to provide end-users and customers with on-demand guidance and support.
  • Building better employee and customer experiences through advanced product analytics and behavioral data.

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. 

View our customer stories now.

You can read Whatfix reviews on G2, where we have 220+ reviews and have been named a Leader in the DAP category in 8 consecutive reports.

Ready to Whatfix?

See how Whatfix’s digital adoption platform empowers employees, customers, and end-users with contextual in-app guidance and on-demand self-support to fully realize their potential through technology adoption.