About Client:

iMocha (formerly Interview Mocha) is the world's largest skills assessment solution API platform that helps organizations build winning teams. The platform empowers organizations to thoroughly assess employees as well as candidates, essential to identify and benchmark their skills proficiency according to industry/company standards. iMocha’s product, platform, and custom services are fit for IT services companies (as well as Financial Services, Engineering, Insurance and Healthcare sectors) that have assessments needs for trending, job-based as well as futuristic digital skills.

The Challenge:

Facing rapid growth with a 5X Annual Recurring Revenue (ARR) year-over-year, iMocha needed a scalable solution for team alignment. The shift to remote work during the pandemic introduced a dual challenge: ensuring internal teams (SDR, Customer Success, Product Innovation, and Support) were all aligned for a consistent customer experience, and managing a surge in support tickets caused by remote operations. To handle this exponential growth successfully, they required a robust platform for regular, expert-led internal product training to keep all teams on the same page without compromising customer support quality.

The Solution:

To address their challenge, iMocha and CXcherry collaboratively designed and executed a comprehensive product training strategy for the internal teams, deploying the solution in record time. This platform was specifically engineered for continuous learning and to successfully train a geographically scattered audience.

The entire learning experience was gamified, rewarding users with "Mocha beans" upon course completion to drive engagement. Using CXcherry's LMS, the iMocha leadership uploaded a rich library of content—including video courses, presentations, and walkthrough demos. With Single Sign-On (SSO) integration, every stakeholder gained instant, seamless access to the right and relevant information whenever needed.

Impact:

The new product enablement program delivered via the LMS was highly effective and enhanced the employee productivity by 15%. This had a great impact on iMocha's customer experience, helping iMocha improve their customer service metrics. The initiative successfully reduced the support ticket closure rate by almost 30%, which directly improved their overall response time and reduced the Turnaround Time (TAT), leading to significantly better customer satisfaction.