Takealot Onboards New Sellers & Drives Advanced Feature Adoption With Whatfix

Whatfix provided sellers with up-to-date information regarding the selling portal, enabling Takealot to announce new selling portal features and push other contextualized content to sellers inside their portal with in-app alerts and pop-ups.

The Results

Takealot Empowers Its Sellers and Drives Business Growth

Using Whatfix, Takealot streamlined the complete seller journey, making it faster and easier for new users to start selling products, guiding sellers to experience their “aha!” moment and adopt advanced features, and delivering a more rewarding user experience to its sellers. These improvements empower Takealot and sellers to grow their business and increase revenue.

With Whatfix, Takelot experienced the following benefits:

• Accelerated and improved new seller onboarding: Takealot enabled new sellers to use its portal quickly with product-led onboarding and in-app guidance – reducing time-to-onboarding completion by 83% (from 30 minutes to 5 minutes.) This enabled new sellers to take advantage of the Takealot platform, allowing them to list and sell their first items on their first login.
• Supported sellers in using advanced features and ultimately selling more: Step-by-step walkthroughs on product listings, inventory management, and other tasks enabled sellers to concentrate on selling rather than learning how to use the portal, driving advanced feature adoption and help sellers take full advantage of Takealot’s product updates and seller portal features.
• Improved profile completion and product description with AutoComplete: Takealot is also an early adopter of Whatfix AI and has implemented AutoComplete across its seller portal. With AutoComplete, sellers are empowered with a writing assistant to easily add product descriptions by suggesting the next set of words that sellers should write. This improved the quality of product descriptions across Takealot’s marketplace, as well as improved profile completion rates.
• Deflected seller help desk tickets with self-guided support: In the last six months, Whatfix enabled self-guided support within Takealot’s seller portal, deflecting 132,000 support queries and giving back 33,000 hours to the business.
• Improved visibility into the user experience: Takealot implemented Whatfix Analytics to gain comprehensive data on user engagement. In six months, it uncovered 2,462 positive comments, with a 93% positive feedback rating. It also used Guidance Analytics to understand how sellers engaged with in-app experiences, allowing Takelot to take a data-driven approach to onboarding and support improvements.
• Improved adoption of new features and actively communicating to sellers: In six months, Takealot used 148 in-app notifications to drive awareness and adoption of product updates and new features, with users interacting with this content 51,544 times.
• Delivered significant business value: Whatfix helped Takealot save $224,000 in one year by simplifying portal adoption, accelerating engagement with feature updates, and decreasing support inquiries.

“With Whatfix’s AI capability, AutoComplete, Takealot empowers sellers, saving significantly while delivering an exceptional experience. Leveraging AutoComplete Takealot boosts productivity with automated suggestions accepted by over 30% of sellers.” said Louanne Reynolds, Junior Product Manager at Takealot

Takealot’s success showcases how the Whatfix Digital Adoption Platform (DAP) has significantly streamlined onboarding with product-led experiences, enhanced seller engagement by driving new and advanced feature adoption, and enabled sellers with self-guided support and knowledge discovery on its platform. As an early adopter of Whatfix’s innovative products, Takealot has set a benchmark for leveraging technology to drive continual success in the online marketplace and e-commerce landscape.