CUSTOMER STORY
NetApp
Through expanding its knowledge base, the company has helped more people solve problems using intelligent data infrastructure.
![Netapp listing](https://assets.khoros.com/v3/case-studies/netapp-listing.jpeg)
EXECUTIVE SUMMARY
NetApp is focused on helping businesses get the most out of their data. The company opens a new world of possibilities for its customers by having an integrated approach that seamlessly combines data storage, data services, and AI-powered CloudOps solutions.
Despite its cutting-edge approach toward data services, internally, NetApp was relying on manual processes for customer support that took time and energy away from users and employees. To create a better user experience, NetApp looked to make improvements through its online community. Since making changes, NetApp saw:
- 20% reduction in cost-per-answer
- Improved CSAT and Customer Effort scores
- Increased website visits — 75% coming via Google Search
![NetApp logo](https://assets.khoros.com/v3/case-studies/netapp-logo.webp)
“The support engineers love our community because they’re learning about new things, and our customers love it because they’re getting answers and learning from the shared experiences.”
– Drew Claybook, Community Manager, NetApp