Case Study: NetApp reduces cost-per-answer by 20% and boosts self-service and CSAT with Khoros

Through expanding its knowledge base, the company has helped more people solve problems using intelligent data infrastructure

NetApp, a leader in intelligent data infrastructure, faced slow, manual customer support processes that forced users to submit time-consuming support tickets and undercut self-service options. To improve the online experience, NetApp worked with Khoros to better leverage its community and Knowledge Base as a central support channel.

Using the Khoros community platform, NetApp expanded and organized its Knowledge Base, added integrated search and one-click support case initiation, and grew engagement through micro-communities and gamified incentives. The Khoros-powered solution cut cost-per-answer by about 20%, boosted CSAT and Customer Effort scores, and drove increased web traffic—over 75% of visits coming via Google referrals.

NetApp

Drew Claybook

Community Manager