JobAdder is a global, cloudbased recruitment management platform used by more than 1,300 companies in 48 countries. Headquartered in Sydney, Australia, JobAdder simplifies the recruitment process and enables users to more easily manage their recruitment processes in real time, from any mobile device.
The Challenge
JobAdder started life as a hands-on, local software provider serving customers mainly in the Australian market. During this early growth stage, it was relatively easy for JobAdder to be high touch with all customers. As the business grew and started to expand internationally, JobAdder sought ways to maintain its highly personal, customercentric approach. Customer success and worldwide support remained a top priority. This meant efficiency and scalability were paramount—leading to the addition of online guidance functionality to facilitate customer selfservice.
JobAdder also was looking for a solution to integrate with its online training platform, which is used to effectively onboard both new employees and clients, with a focus on increased knowledge retention through guided practice.
The Solution
With no contracts, JobAdder customer success and user experience are at the core of client acquisition and retention. JobAdder first approached WalkMe because the platform’s comprehensive design, customizability, and ease of use were appealing. With a focus on highlighting the product’s simplicity, JobAdder utilizes WalkMe to assist in onboarding its prospects during trial periods, as well as new subscribers after their initial signup. With JobAdder’s rapid release cycles, WalkMe also is used to promote new product offerings and features.
JobAdder has taken full advantage of what WalkMe’s products have to offer. It has implemented 150-plus WalkThrus and integrated resources such as video tutorials and articles into the WalkMe Player to facilitate user selfservice. Additionally, JobAdder has integrated live chat support and utilizes WalkMe APIs and the onboarding tool to guide even its newest users through the recruitment and hiring process.
In addition to standard WalkThrus, WalkMe is used to bring the user’s attention to useful product features and capabilities that increase user success and engagement. For example, WalkThrus such as “Save this Search” can be autoplayed to highlight the feature and lead to increased user efficiency.
“Not only has the product been as good as advertised, the support offered by the customer success team has been phenomenal,” says Ryan Shiba, Learning and Development manager at JobAdder. “WalkMe’s customer success team has been second to none in offering their friendly services.”
Results
Since implementing WalkMe, JobAdder has seen benefits across the board. Its selfpaced client training program offers guidance to users from start to finish, lessening the need for frequent support requests. This is evidenced by a 20 percent reduction in the average number of support tickets logged per user, in comparing the five most recent months against the five months preceding the WalkMe integration.
JobAdder also has seen improvements related to user experience. Since implementing WalkMe, JobAdder has reported 53 percent growth in tickets solved with the first reply. JobAdder now is better able to measure and respond to users with WalkMe’s surveys and analytics. This has given JobAdder additional insights into the behavior of its users and enables its support team to reach out to users proactively.
