Eliminated Support Tickets on How to Use a New App Feature With In-App Guidance

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A delivery company used Whatfix Pop-Ups to proactively inform drivers about a new auto-logout feature, reducing weekly support tickets by 80% and saving 16 hours of support team time per week. This streamlined communication minimized driver confusion and enhanced productivity without requiring engineering resources.

In February 2024, a delivery company introduced an auto-logout feature in its mobile app due to security compliance requirements. However, many drivers believed this was a bug, resulting in 250 to 350 support tickets per week. Each ticket took 4 minutes to handle, overwhelming the support team and wasting valuable time on repetitive inquiries. The feature was originally communicated through emails, but the high volume of tickets indicated that these emails were ineffective in raising awareness about the new functionality.

The company implemented Whatfix Pop-Ups to proactively notify drivers in-app about the new auto-logout feature. This eliminated the need for email-based communication and allowed for immediate, direct engagement with the drivers. The solution also helped manage change more effectively without requiring any engineering resources to build in-app notifications.