Comviva’s solutions are deployed by over 130 mobile service providers and financial institutions in over 95 countries and enrich the lives of over two billion people to deliver a better future. Comviva, a global provider of mobility solutions, has more than 2 billion users across multiple product offerings. The company found itself spending two to three days onboarding and training, per client, for each product. It needed a more efficient way to train new and existing customers, both to reduce the workload for support teams and to enable users to more easily find answers to their questions. By implementing Whatfix’s in-app training, Comviva dramatically reduced the burden on support staff and made it easier for customers to complete training and onboarding at their own pace.
Training for each of Comviva’s vast suite of products was too time-intensive. Customers often struggled to find the materials they needed within the company’s extensive collection of documentation materials. Comviva typically provided four to five days of training per client for each product.
Training included how to access and use the relevant product documentation. The company had a lot of documentation available, but it was very lengthy and time-consuming to read. Comviva’s team regularly received feedback from customers asking for videos or for a searchable version of the documentation. Comviva wanted customers to be able to more easily find the information they needed. As Prema Vibhute, deputy general manager of technical documentation and UI/UX at Comviva, commented:
“The relationship between a customer and the application is the biggest driver of our success. If people have questions, answers should be easy to find.”
In response to customer concerns, Comviva’s team created training videos. However, they were stored offline in the knowledge base and were not readily accessible or searchable. They were also time-consuming to develop. It took Comviva’s team about 30-40 hours to create and publish a video with a voice-over. As a result, they made only about 15 videos in a year.
Comviva implemented Whatfix’s digital adoption platform (DAP) so users could go through training on their own time and at their own pace. Not only did this take the burden of training off of support staff, but it also enabled customers to seek answers to their questions without having to wait for replies from employees. Using Whatfix, Comviva created video walk-throughs to guide clients through the product. The walkthroughs made it easy for users to learn the different features of a product without having to sort through lengthy documentation.
Walkthroughs and videos offer step-by-step instructions for using the product.
Smart tips offer further information and guidance to help users as they move through the product. This feature is especially useful for onboarding, as the smart tips help guide new users through the setup process. Comviva also implemented a searchable self-help menu in response to customer requests for easier access to documentation. The menu enables users to quickly find relevant videos and training materials. Whatfix’s contextualized menu makes this task even simpler by immediately displaying the most relevant videos, articles, and walkthroughs based on the user’s role and where they are within the product.
Since Comviva has several financial products, customer data security was a significant concern when the company initially looked into training options. Whatfix’s self-hosted model offered the perfect solution. Comviva could easily integrate Whatfix into its products without worrying about the security concerns that sometimes accompany cloud-based solutions.
Comviva’s team was able to use Whatfix’s content creation tools to speed up the production time for videos and other training materials. They could now create and publish training videos in eight hours or less, instead of 30-40. Previously, it took about one full day to write and publish a support article, but by using smart tips and walkthroughs, Comviva can have the same information ready for the customer in about three hours.
As Vibhute put it, “Whatfix features are a solution to go digital and transform all your documentation needs to be contextual, accessible, and easy to use!”
The company received positive feedback both internally and externally after adopting Whatfix. Customers commented that walkthroughs made training and onboarding much easier and that they appreciated the on-demand access to materials that the self-help menu provided.
Internal implementation engineers noted how much faster and simpler it was to build and deploy training content.
After seeing the initial success of its Whatfix implementation, Comviva plans to move forward and expand its use of Whatfix to take advantage of more features.
For example, the company plans to use Whatfix’s knowledge base integration to incorporate existing training materials into the DAP and further consolidate product documentation.
In addition, it may implement task lists in conjunction with walkthroughs and training materials to ensure users are completing all of the necessary training.
Comviva also intends to look into Whatfix’s survey and analytics features. By implementing in-app surveys, the company can collect direct feedback from users and determine what new walkthroughs or other training content it needs to create to further streamline the onboarding process.