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

NTEN saves $8,400 yearly with Whatfix

NTEN, a nonprofit dedicated to digital equity, faced challenges supporting community members within its online learning center. A high volume of support tickets related to navigating its Appinium LMS was consuming significant staff time and hindering the user experience. To address this, NTEN partnered with the vendor Whatfix to implement a Digital Adoption Platform (DAP) for in-app guidance and self-service support.

Whatfix implemented guided Flows for user onboarding and a Self Help resource hub integrated with NTEN's internal articles. This solution provided a 100% reduction in support tickets related to navigation and onboarding, saving 23 hours of staff time monthly and $8,400 yearly. The data-driven insights from Whatfix also allowed NTEN to continuously refine its support materials to better meet user needs.

NTEN