97% of customer support leaders are planning to invest in improving their customers’ self-service experiences within the next two years. While there are many approaches to take, few offer immediate and sustained improvements like the approach WatchGuard Technologies took.
WatchGuard is a global leader in multi-function security appliances. Headquartered in Seattle, the company has offices throughout North America, Latin America, Europe and Asia Pacific, and more than 10,000 reseller partners in 120 countries.
Like many companies, WatchGuard provides a variety of customer support options, including a 27/4 call center, and a wide range of online technical resources such as a knowledge base, technical documentation, video tutorials, product datasheets and user forums. However, even with so much helpful content out there, half of WatchGuard’s support cases came in from the web.
Results from a TSIA Benchmark Review helped them realize that the information on their self-service site was not organized in a way that was intuitive to the user and there was no way to easily search through it all.
WatchGuard began looking for a solution and within four months of implementing Coveo intelligent search on their self-service site, WatchGuard saw their case deflection rate increase from three to 11 percent. The search solution has grown so popular that WatchGuard is now looking at how to implement it sitewide.
Watch the four-minute interview with Joanne Miller, Managing Director of Product Training and Publications at WatchGuard Technologies, for the full story.