Case Study: NTEN reduces support queries and improves member onboarding with Whatfix

NTEN Advances Its Digital Equity Vision With In-App Community Member Support

NTEN, a nonprofit focused on digital equity and helping nonprofits use technology for social impact, needed a better way to support members as its virtual learning programs grew. With its Salesforce-native Appinium LMS, NTEN was seeing up to 60 support tickets a month, plus heavy staff time spent on manual onboarding, while users struggled with navigation, course progress, and prepaid credits.

NTEN implemented Whatfix to add in-app guided onboarding, self-service support, and usage analytics. Using Whatfix Flows and Self Help, the organization cut navigation and onboarding support queries to zero, freeing about 5 staff hours per week, improving member confidence and feature use, and giving NTEN data to refine help content and identify new resources.

NTEN

Shepherd

Chief Program Officer