Case Study: Takealot.com achieves 30% seller self-training and 12% reduction in support costs with Whatfix

E-Marketplace Takealot Automates Self-Training For Sellers With Whatfix

Takealot.com is South Africa’s largest online retailer and marketplace, listing millions of products and serving thousands of sellers across the continent. As its marketplace grew, support queries from new and existing sellers rose sharply, creating a bottleneck for onboarding and training despite the platform’s intuitive interface. Takealot needed a scalable self‑service solution to let sellers find answers and complete setup without constant support-team intervention.

Takealot implemented Whatfix interactive walkthroughs and a Self‑Help widget to automate seller training and share guided walkthroughs via chat and email. The solution now self‑trains about 30% of sellers, executes over 600,000 guided steps annually, and has driven a roughly 12% reduction in support costs while streamlining onboarding and seller engagement.

Takealot.com

Bryce Kalvin Chaikin

Integration Specialist