Case Study: Endurance International Group achieves reduced support time, doubled activations, and lower churn with WalkMe

Endurance International Group - Customer Case Study

Endurance International Group, a portfolio of web‑services brands including HostGator, Bluehost and Constant Contact, supports millions of small businesses but faced rising support demand across its many brands. The company needed a scalable, easy‑to‑deploy self‑help solution that required no development resources, reduced support tickets and average handling time, and could be rapidly replicated for new brands.

Endurance implemented WalkMe tools (Permalinks, Walk‑Thrus, ShoutOuts, Surveys and Launchers) to provide guided in‑app help and direct links agents can send customers. The rollout cut average handle time by 5–7 minutes, doubled specific activations (100% increase), redirected 58% of “cancel” searches to retention specialists to curb churn, and produced strong customer feedback (60% said WalkMe made tasks easier; 74% didn’t need further support), while also driving high feature discovery (e.g., 340,735 monthly clicks on Bluehost’s new gear icon).

Endurance International Group

Isaac Acuna

Communications Coordinator