Case Study: Baystone Media achieves 47% fewer support tickets and 10% fewer inbound calls with Whatfix

Internet Brands® Uses Whatfix To Drive Product Adoption Of Their Healthcare Businesses

Baystone Media, part of Internet Brands, provides end-to-end online marketing and a codeless website editor to thousands of healthcare practices. When a platform migration and new editor introduced complexity for many non–tech-savvy clients, support calls and tickets spiked across Baystone and its sister companies TherapySites and Officite, creating a need for 24/7, in-product guidance to speed adoption and reduce repetitive support.

The teams implemented Whatfix’s real-time guided walkthroughs and helpful widgets across all three platforms, letting users learn by doing inside the editor. Within five months the integrated walkthroughs cut inbound calls by 10% and support tickets by 47%, improved product adoption and self-service, and freed staff to focus on enhancing client services.

Baystone Media

Olivia Stanger

Assistant Operations Manager