“The main challenge that we had with our legacy search platform was that our stakeholders or users had a very broken search experience” – NetApp, Former Digital Support Operations
For a long time, NetApp, a cloud data management provider and TSIA member, faced a common challenge: customers and employees struggled to find information, which in turn put excess stress on sales and support. Applying relevancy became a labor-intensive manual process. As a storage company that “never throws anything away,” they needed a platform to help sift through expansive knowledge reserves and return the most relevant results, while scaling with audience and content growth. That’s where Coveo comes in.
Coveo enables NetApp to enhance their digital experience with three advanced approaches:
- Solution 1: A unified index connects to 25 content sources and provides a rich search experience, tailored on an individual level
- Solution 2: AI and ML auto-tunes results, taking the burden of curating relevant search off employees
- Solution 3: A robust analytics dashboard unveils insights and gives visibility to content gaps that could further improve the overall experience
Join us for this webinar where we’ll interview leaders from NetApp to learn just how much of a difference Coveo was able to make, empowering NetApp to achieve:
- A 5/5 Customer Satisfaction Score (CSAT)
- A 50% increase in Clickthrough Rate (CTR) per search event
- Over 3.5 million monthly pageviews to digital support sites