Whatfix and EXL: Elevating Digital Adoption for Enhanced Customer Experience
Whatfix and EXL: Elevating Digital Adoption for Enhanced Customer Experience
Introduction
Whatfix, a global leader in digital adoption solutions, empowers organizations to enhance user experience and drive productivity. By providing a comprehensive digital adoption platform, Whatfix enables seamless content creation, implementation testing, and insightful user behaviour analysis. As a strategic global partner, EXL collaborates with Whatfix to drive digital adoption for leading Fortune 500 companies across diverse industries enabling organizations to drive seamless user experiences.
Whatfix experience
Contextual Assistance: Provide in-app help precisely when users require it.
Guided Walkthroughs: Create step-by-step interactive guides to seamlessly navigate applications.
Tailored Onboarding: Develop checklists for users to acquaint themselves with essential concepts.
Feature Awareness: Highlight new functionalities to enhance user awareness and utilization.
Data-Driven Optimization: Understand user behaviour through analytics for continuous experience enhancement.
Our Services
Key outcomes
37% Increase in Employee Productivity:
60% Reduction in L1 Support Queries:
84% Decrease in Content creation and Training Costs
3x Faster Time to Proficiency for New Employees
Key Success Stories
Enhancing Efficiency and Improving User Experience for World's leading Pharmaceutical Corporation: A Comprehensive Solution
In the intricate world of auditing, where precision and accuracy are paramount, auditors face challenges in asset discovery, efficient training, change management communication, and internal support queries. To solve these challenges EXL implemented Whatfix to streamline search process, integrate in-app onboarding guidance, and leverage interactive content. As a result of this implementation, Clients were able to reduce discovery time by 20% and decrease training time by nearly 20%. This innovative approach significantly enhanced user experience and revolutionized auditing practices.
Enhancing Knowledge Management and Agent Efficiency for a Leading Insurance P&C: A Strategic Solution
Business process operations involve agents entering a large amount of data quickly and accurately while also handling customer interactions. However, these tasks often lead to challenges such as increased error rates, siloed knowledge bases, and repetitive work, which ultimately impact overall operational efficiency. To address these issues, EXL implemented Whatfix, which provides in-app guidance, contextual information, improved communication, and streamlined training. As a result, our solution directly reduced error rates by 15% , nearly halved the time to proficiency, and reduced average handling time by 7%.