How can I measure the ROI on Whatfix?

After onboarding, your Whatfix representative collaborates, discusses, and defines measurable goals and objectives with your team.

Metrics to measure ROI

A comprehensive set of metrics is tracked throughout the process to quantify the return on investment (ROI).
This data is used to assess the effectiveness of Whatfix on your business before and after its implementation.

Some key metrics evaluated include the following:

• Call Volume: This metric measures the number of support calls received related to the specific software or processes being addressed by Whatfix. A reduction in call volume indicates increased user autonomy and efficiency.
• Flow Usage: This metric tracks the frequency with which users engage with the interactive guidance provided by Whatfix. High Flow usage indicates user adoption and engagement with the learning content.
• User Engagement: This metric assesses the progress of user engagement. Increased engagement signifies user satisfaction and a positive learning experience.
• Monetary Savings: This metric quantifies the actual cost reductions achieved after Whatfix implementation. This may include factors such as reduced support call time, increased productivity, or improved process efficiency.
• Time Saved: This metric quantifies the reduction in the average time spent by support agents on each user query due to the availability of self-serve guidance through Whatfix. This can be measured by comparing average support ticket resolution times before and after Whatfix implementation. A decrease in resolution time directly translates to increased agent capacity and reduced operational costs.
• Accelerated User Onboarding: This metric tracks the reduction in the time it takes for new users to become proficient and productive with the software or process, thanks to Whatfix's interactive onboarding flows. This can be measured by assessing the time taken for new users to complete key tasks independently or by evaluating their performance metrics within a specific timeframe compared to pre-Whatfix onboarding.

Evaluation of these metrics is done on a quarterly basis.

An overview of the value realization process

The initial stage of onboarding with Whatfix is to set up Objective Key Results (OKRs) with your Whatfix Representative. This plays a significant role in assessing the value of your investment in Whatfix Solutions.

Here's an overview of the process: