Nasdaq boosts Net Promoter
Scores and slashes support
requests by 25% with WalkMe.

Nasdaq uses WalkMe’s Digital Adoption Platform to enhance customers’ experience with its award-winning board management software, Boardvantage. Clients interact throughout the day with the Boardvantage smart help menu to search for a combination of customized tours, interactive walkthroughs, reference documents, and other materials relevant to each user.

As a result, they’ve seen:

• Improved client experience with frictionless search and user segmentation
• Reduced user education client support requests by 25%
• Improved NPS and CSAT scores from a diverse range of clients

Nasdaq also uses WalkMe to supplement information on new product releases, notify clients of changes and user tips for specific pages, and pop up a bevy of other relevant information based on specific user segmentation. Nasdaq has successfully used WalkMe to assist in gathering in-product feedback on specific modules the team is looking to enhance, and also use it in campaigns to promote product usage in newer areas of the product.

“Our Client Support team is world-class, but we are continuously looking to further enhance how we serve our clients and improve their experience through frictionless and effective search. WalkMe’s solutions really have delivered for us in that regard. Our clients absolutely love the enhanced walkthroughs, searchable information hub, SmartTips, and more that we have rolled out through WalkMe. We have many new and exciting key projects coming soon that we wouldn’t be able to do without WalkMe’s offerings and incredible Service Team. I am pleased with the partnership we have with WalkMe and looking forward to unlocking even more opportunities through WalkMe’s features and analytics in the future, “ says Matt Kenney, Head of Global Customer Support & Operations, Client Success at Nasdaq.

WalkMe also assisted them in launching in-product NPS for the first time, which has proved to be invaluable in obtaining feedback from a broader range of end-users. Even with an expanding clientele, after one year using WalkMe’s services, their volume of User Education requests from clients dropped by 25% and their overall Client Support phone calls were reduced by 18.5%, while both Net Promoter Score (NPS) and Client Satisfaction (CSAT) improved considerably.