Improved Support Agent Performance by Driving Product Knowledge Training Completion Rates

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A B2B SaaS company struggled with low performance levels among its customer support agents, resulting in high average handle time (AHT) and low NPS scores. By implementing Whatfix’s in-app guidance for targeted training and assessment, the company improved product knowledge, enhanced agent performance, and elevated the overall customer experience.

Customers of the B2B SaaS company frequently required support for "how-to" questions related to the product and its features. The SaaS provider relied on customer support agents with high levels of product expertise to provide this support, and it closely tracked AHT and NPS scores. However, 1,500+ expert customer support agents were performing poorly, with scores below 25%. The lack of product and process knowledge among these agents led to high AHT and low NPS, resulting in long resolution times for support tickets, inadequate handling of "how-to" queries, and a generally poor customer experience.

Custom product knowledge training modules were created for the underperforming support experts and hosted in the company's internal knowledge repository. A CSV containing the email addresses of the 1,500 underperforming agents was created and integrated into Whatfix. With Whatfix, it created in-app Pop-Up on that targeted to these agents when they logged into Salesforce, notifying them of a new, mandatory product training program and a post-completion assessment. The Pop-Up was sent daily until the agents completed the latest training.