Customers need simplicity. No matter how difficult the expertise they purchase, they need a transparent, constant expertise that guides them to their desired enterprise outcomes. And they need the expertise on their phrases: self-guided when they need, connecting with folks after they want. While it sounds easy, it’s something however for big corporations attempting to beat legacy techniques, processes, and methods of doing enterprise.
At Cisco, we all know our prospects and companions are within the driver’s seat. That is why we’re constructing a easy, related, constant, and clever expertise that helps prospects and companions obtain their enterprise objectives. We not too long ago took a big leap on this path by utterly reimagining Cisco Community.
We’ve turned Cisco Community into a brand new hub for buyer success. Now, prospects and companions profit from rapid entry to the data they need and may ask questions on content material in real-time.
We have expanded Cisco Community’s unique product focus to now embrace connecting prospects with self-help content material and assets that allow them to handle their most urgent wants as they undertake and use Cisco merchandise and software program.
Go-To Destination
Serving greater than 1.5M guests month-to-month, Cisco Community has at all times been the go-to vacation spot for purchasers and companions looking for how-to recommendation about Cisco merchandise, software program, and companies. Now, it higher connects customers with the suitable info and self-help assets at key factors of their journey, serving to them expedite time to worth with their expertise investments.
Customer success content material is now centralized and accessible from Cisco Community, and new instruments have been added to make it simpler for purchasers and companions to seek out correct and rapid solutions to their questions. Enhanced content material and assets embrace:
Ask the Expert periods targeted on onboarding, adopting and utilizing Cisco merchandise and software program. Customers can interact instantly with Cisco consultants to:
- Tackle adoption hurdles and study superior tricks to take full benefit of their options
- Browse upcoming periods, which characteristic in-depth product demos and dwell Q&As
- Register for periods and submit questions prematurely
- On-demand entry to recordings and assets shared throughout periods
Interactive Guided Resources that assist prospects obtain their enterprise outcomes quicker, together with:
- How-to content material and adoption steering particular to every use case
- Customization options that enable customers to trace progress inside Guided Resources and thru every use-case step, letting prospects use the assets as a guidelines
These enhancements will make self-serve quicker and more practical, rushing up worth realization. We anticipate extra prospects to have the ability to remedy issues utilizing Cisco Community and cut back the necessity to open Technical Assistance Center (TAC) circumstances. They additionally signify step one in personalizing the Cisco Community expertise for purchasers and companions, recognizing that once we know who our Community customers are and may pinpoint what challenges they’re experiencing, we will higher customise an answer to fulfill their particular person wants.
Aligned Experiences, More Value
Additionally, we’ve aligned the visible and navigation expertise of Cisco Community with the brand new model used on Cisco.com. Now, Cisco’s two most visited digital properties share the identical fashionable interface, one thing our prospects and companions have been asking for.
All of those adjustments will remove disjointed interactions for purchasers, each with Cisco and our companions, and make future experiences even smarter and extra useful as group member engagement scales.
Explore, Engage, Connect
I encourage prospects and companions to discover the whole lot that the reimagined Cisco Community has to supply at each stage in your journey. Whether an professional consumer of Cisco expertise or simply getting began, take the time to interact – as a result of when it comes right down to it, the Community is about bringing folks collectively. Together, our efforts will drive stronger human connections that make the Community a spot the place everybody feels impressed to take part.
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