Enabled Customers to Become Self-Sufficient in Downloading Product Training Certifications

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The company faced challenges with customer resistance to transitioning from offline to online channels for downloading insurance certificates through the Bluestream application. By leveraging Whatfix’s in-app guidance and Product Analytics, the company reduced support costs and improved the adoption of its online certification program.

Customers were resistant to moving from an offline model to an online one, where they could independently download their insurance certificates via the Bluestream application. Many customers found it challenging to navigate the workflow required to download these certificates, leading to increased support costs and slow adoption of the new online support channels.

Whatfix Product Analytics was enabled to identify customers who were not downloading their certificates on the application. User journeys were visualized as Funnels to identify friction points in the workflow, and cohorts of users who encountered difficulties at various stages of the process were created. Step-by-step guidance, including dynamic branching based on user input, was provided to help users successfully navigate the process of downloading their certificates.