Whatfix’s AI-Powered Service Culture Achieved 99.9% CSAT and Zero Attrition

Whatfix is a customer-first AI platform pioneering the "userization" of enterprise software, empowering software to adapt to each user's context and intent, not the other way around. Whatfix boosts productivity, ensures process compliance, and elevates digital experiences for 700+ enterprises, including Shell, Schneider Electric, and UPS.

The Whatfix Customer Service Department is the heartbeat of our mission to deliver "Customer Love." Evolving from a reactive support function providing 24/7 support across all major geographies to a strategic business partner.

Over the years, Whatfix has been consistently recognized for its service excellence - earning a 99.81% CSAT and an NPS of 47 in 2024, both well above SaaS industry averages. The department's proactive, data-driven approach, combined with deep empathy for customers, has positioned Whatfix as a "Customer's Choice" in the 2024 and 2025 Gartner® Voice of the Customer Report and a Leader in the Everest Group DAP PEAK Matrix for the sixth consecutive year.

In 2024, the team achieved a 99.81% CSAT and NPS of 47, far surpassing SaaS benchmarks (92% CSAT, +36 NPS). In 2025, Whatfix reached new heights with a 99.9% CSAT and a 25% response rate, reflecting strong engagement and trust.

Our culture prioritizes empathy and recognition. Through initiatives like the "Customer Love" Slack channel and continuous learning programs, team members are celebrated for impact. Over the past two years, employee attrition dropped to 0%, a rare achievement in B2B SaaS support, reflecting empowerment and shared purpose.

Outline the department's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

• Achieved 99.9% CSAT (Entire 2025) - our highest-ever satisfaction rating.
• Maintained a 25% CSAT response rate, far above industry norms.
• Reduced response time by 18% through workflow automation powered by Whatfix's own DAP and AI tools.
• Implemented five major AI initiatives:
  • AI Summarizer: Delivers real-time ticket summaries, sentiment analysis, and contextual access to solutions.
  • AI Rephraser (Gemini-powered): Rewrites support responses in Zendesk for clarity and empathy.
  • JIRA Shepherd: Tracks and summarizes engineering tickets for faster cross-team collaboration.
  • Knowledge Gap Analysis (Gemini Custom GEM): Detects customer and agent knowledge gaps, enabling targeted training and proactive enablement. Fully InfoSec-compliant and live.
  • AI Support Ticket Recommendation Tool: Leverages historical data to suggest probable causes, solutions, and documentation for new issues.
• Zero support team attrition for two consecutive years compared to ~50% typical SaaS support attrition.
• Support employees now drive strategic initiatives, including SMB onboarding and faster customer migrations from competitors.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Whatfix's transformation represents a new era of customer service excellence, where technology amplifies human connection. Achieving 99.9% CSAT, zero attrition, and expanding automation simultaneously demonstrates operational maturity, emotional intelligence, and innovation.

Our AI-driven ecosystem empowers both customers and employees:

• The AI Summarizer and Rephraser enhance speed and tone consistency.
• JIRA Shepherd streamlines collaboration between Support and Engineering.
• The Gemini Custom GEM identifies trends in customer knowledge gaps, enabling targeted training before issues escalate.
• The AI Recommendation Tool predicts the best path to resolution using historical data.

These tools reduced manual effort, improved accuracy, and allowed our team to focus on strategic, high-value work. Freed from repetitive tasks, team members now create enablement content, manage SMB customer onboarding, and contribute to migrations, turning customer service into a growth engine.

Recognized by Gartner and Everest Group for customer satisfaction and innovation, Whatfix proves that empathy and AI can co-exist, driving excellence for customers and employees alike.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

CSAT Dashboard Snapshot: Validates 99.9% satisfaction and 25% engagement rate.

AI Initiatives Overview: Summarizes five AI-powered tools

The following validates Whatfix's leadership in customer satisfaction:

Gartner Voice of the Customer 2025 Report, 2nd year in a row https://whatfix.com/resources/analyst-reports/whatfix-named-as-a-customers-choice-in-2024-gartner-voice-of-the-customer-report/

Everest Group Peak Matrix Report:

https://whatfix.com/resources/analyst-reports/2025-everest-group-dap-peak-matrix/

Gartner Peer Insights & G2 Recognition Links https://www.gartner.com/reviews/market/digital-adoption-platforms/vendor/whatfix/product/whatfix-digital-adoption-platform

4.8/5 customer support rating-the highest in the enterprise segment-driven by our commitment to helping them succeed.

On G2, Whatfix has been recognized as a Leader in the Overall Digital Adoption Platform (DAP) category, backed by customer feedback that consistently highlights the meaningful impact we deliver:

• Users find Whatfix to be exceptionally easy to use, streamlining processes without the need for coding. (69 mentions)
• Users commend the amazing customer support of Whatfix, highlighting quick responses and professional assistance throughout the onboarding process. (63 mentions)
• Users commend the helpful support of Whatfix, enhancing onboarding and reducing training time effectively. (50 mentions)