Case Study: Sophos reduces support costs and speeds self-service with Verint Community

Sophos connects 2.5 million users worldwide with Verint Community

Sophos, a worldwide leader in cybersecurity, faced the challenge of meeting modern customer expectations for fast, self-service support while seeking to differentiate itself and increase efficiency. To empower its users and deflect support contacts, Sophos partnered with Verint, implementing the Verint Community platform.

Using Verint Community, Sophos built a global online user community that enables customers to self-resolve issues through forums, videos, and articles. This solution significantly reduced bug reporting time from weeks to hours, deflected thousands of support contacts, and grew to over 2.5 million users. Verint helped Sophos achieve substantial cost savings, including $150,000 in quarterly support savings, while improving responsiveness and customer experience.

Sophos