The Maxwell Health Story

HR & Benefits SaaS Platform for Small & Mid-Sized Companies

Maxwell Health simplifies benefits and HR for small to mid-sized employers. The platform includes a marketplace that makes buying benefits intuitive for employees, tools that streamline HR processes including benefits, administration and payroll, and a mobile app that makes using benefits easy.

Maxwell is provided by benefits advisors, as well as insurance and retirement companies that license its technology.

The Challenge

Keeping Product Tutorials Updated & Managing Support Tickets While Scaling Its Customer Base

Maxwell Health constantly improves its product. With new features and product updates, Maxwell Health was looking for ways to make sure that these updates were communicated to its rapidly growing customer base in an easily digestible and intuitive format.

On a quest for a tool that could help them efficiently update and maintain product how-to’s and tutorials without a lot of manual overhead from the team, they found Whatfix.

The Solution

Whatfix’s In-App Guidance & Real-Time Support for Product Training and New Feature Launches

When Maxwell Health discovered Whatfix, they realized that Whatfix’s guidance platform could solve its product training challenges and be used in multiple touch points when needed.

After Maxwell Health integrated Whatfix, its product and support managers created 67 in-app guides and used them to successfully help customers overcome common areas of user friction that previously resulted in support tickets.

Whatfix has been critical to Maxwell Health’s success in creating smart and engaging customer-facing content. They have been using Whatfix to provide guidance on their product, in real-time as guided walkthroughs and as easily embeddable slideshows in their knowledge base software.

Whatfix has been able to change the traditional 1 on 1 approach of customer support and has been enabling multiple clients of Maxwell to get help simultaneously in real-time. This has led to positive feedback from its customers, specifically on the intuitive click-through guidance. Customers are now able to find answers to their questions, decreasing the number of tickets sent to its support team.

Maxwell Health’s product is constantly changing, so it’s critically important that their documentation stays up to date. Whatfix is instrumental in helping them do that.

“Whatfix has made it super simple for us to incorporate helpful visual guides into our knowledge base content. Our users can get seamless self-service even on complex features with Whatfix’s intuitive interface. Plus, it’s a breeze for our team to create and maintain our guides,” said Albright.