E-Marketplace Takealot Automates Self-Training For Sellers With Whatfix
South Africa’s largest online retailer and marketplace, Takealot.com, uses Whatfix to train new sellers on their Seller solutions platform. Takealot has successfully automated self-training for 30% of their sellers by leveraging Whatfix widgets effectively.
BY THE NUMBERS
The Whatfix Difference
30%
of all sellers self-trained via Whatfix
600,000+
in-app Flows executed annually
12%
reduction in support costs
“I would highly recommend Whatfix to other companies. I am very excited to leverage the task list and the onboarding tour feature to guide new sellers, especially as they can be easily overwhelmed by an overload of information if given all at once.”
Bryce Chaikin
Integration Team Lead, Marketplace at Takealot
The Takealot Story
Challenges Faced by Takealot's Sellers
Takealot.com is South Africa’s largest online retailer with listed products across all major categories like Electronics, Entertainment, Fashion, Liquor, etc. Takealot’s marketplace model serves thousands of buyers and sellers across Africa.
Takelot.com’s Seller Solutions is a win-win situation for both the company and the sellers. It allows third-party sellers across Africa to offer products under its name for sale on Takealot. The services that Takealot has built include storage, fulfillment, payments, customer service, and returns management.
As South Africa’s fastest growing online retailer, Takealot has steadfastly captured the e-commerce opportunity in the region.
Latching on to the growing e-commerce industry in Africa and creating an unparalleled customer-centric online shopping experience – an above par marketplace became the strategic goal for the company. With sellers from across the continent registering on the platform, onboarding, and training them efficiently became the key to their success.
But, there was a catch. Despite the self-explanatory interface of the platform, the number of support queries escalated proportionally with the number of new sellers. Looking for ideas to defuse the situation, they decided to explore applications that could self-serve the sellers on specific touch points. The expectation was that by implementing such an application, the sellers would be empowered to train themselves and find answers to their problems directly, without reaching out to the Takealot support team.
To address this need, they started looking for solutions that could help the sellers self-serve.
The Solution
Whatfix's Digital Adoption Platform
When Takealot.com discovered Whatfix, they were thoroughly impressed by Whatfix’s ease of use and capability to quickly create and automate self-service, interactive walkthroughs. This aspect of Whatfix solved a critical pain point for Takealot, as their seller solutions underwent constant interface changes. Ultimately, the main challenge was to train both new and existing sellers as and when required.
Whatfix interactive guides could virtually handhold sellers through all major touch points on the platform, with little or no support from executives.
As soon as they started with Whatfix, Takealot began creating walkthroughs for all commonly asked questions that consumed support executives’ time. They began by sharing the URL of the interactive walkthroughs over chats and emails to help new sellers in real-time. This was followed by integrating Whatfix’s Self Help widget, which improved their existing training mechanism, allowing sellers to self-serve quickly and easily, at the time of need.
Now, after consistently using Whatfix for more than a year, about 30% of the sellers on Takealot’s Seller solutions are trained via the interactive walkthroughs alone. This has resulted in about 12% reduction of their overall support costs.
The smooth sailing with Whatfix has motivated the team to implement multiple product adoption widgets with Whatfix that help to further streamline the onboarding, seller engagement, and training on the platform.
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Industry
Online Marketplace
Use Case
- User Onboarding
- User Training
- Self Support
Applications
- Custom Seller Portal
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FAQs
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A digital adoption platform (DAP) overlays onto other software applications that provide in-app guidance and on-demand support to users. Admins use no-code editors to create, publish, and manage in-app content such as product tours, interactive walkthroughs, smart tips, task lists, and self-help wikis that help assist and guide users through applications in real-time.
Absolutely! You can sign up for a free trial to give Whatfix a test drive here.
Absolutely. Here are a few of our DAP comparison guides:
Whatfix supports both cloud and on-premise implementations.
For our cloud offering, you only need to install our Whatfix Editor extension on Chrome or Firefox and you’re ready to get started. The user experience of our editor is so simple that you can create interactive guides easily, with no technical setup required.
We also offer full support on on-premise setups. Whatfix guides can be exported and deployed on your own web server with our on-premises export version.
Our pricing is entirely based on customer requirements and usage. We have tailor-made pricing models for SMBs and large enterprise companies. For more details on pricing, visit our pricing page or you can contact us at [email protected] or call us at +1-800-459-7098. We would be happy to provide you with a custom quote.
Our customers use Whatfix for a variety of use cases, including:
- Supporting change and digital transformation efforts.
- Contextual employee training, onboarding, and performance support across your entire software applications and digital processes.
- Building UI elements such as product tours and walkthroughs for better user onboarding experiences.
- Creating self-help portals to provide end-users and customers with on-demand guidance and support.
- Building better employee and customer experiences through advanced product analytics and behavioral data.
Our customers range from SMBs, large enterprises, and Fortune 100 companies across verticals, including:
- SaaS companies
- eCommerce marketplaces
- Insurance companies
- Healthcare providers
- Media companies
- Governments
- Universities
…and many more – all solving their digital adoption challenges by empowering their employees, customers, and end-users with Whatfix.
You can read Whatfix reviews on G2, where we have 220+ reviews and have been named a Leader in the DAP category in 8 consecutive reports.
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