CUSTOMER STORY
NetApp
Through expanding its knowledge base, the company has helped more people solve problems using intelligent data infrastructure.
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
“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
