In 2020, we embarked on a transformative journey by implementing the Knowledge-Centered Services (KCSv6) methodology. This strategic decision aimed to enhance customer success through self-service by optimizing the creation, usage, and sharing of organizational knowledge. By relaunching our Knowledge Base (KB) site, we empowered our customers to find solutions independently while enabling our support teams to deliver exceptional service.
Our commitment to providing the best user experience led us to undertake a second redesign of the KB site in May 2023. This redesign focused on improving the Site Taxonomy and Hierarchy, making it even easier for our customers to navigate and access relevant information. By harnessing the power of organizational knowledge, we reduced resolution times, empowered our customers to find answers independently, and enabled our support teams to focus on more complex issues.
This industry recognition reaffirms our commitment to continue providing exceptional support, while celebrating our success in implementing a mature KCS program.
Nice CXone Expert, an AI powered knowledge management solution company, held their third Customer Recognition Awards in April of 2024. These awards aim to honour and recognize customer innovations in the field of knowledge management. To know more about the innovations that led to NetApp receiving the KCS award, go to: https://cxone-expert-awards.mindtouch.us/
For a quick overview of our innovations from the past year, please watch this video: https://www.youtube.com/watch?v=_2zE36_0PH4
Also, don’t forget to visit NetApp’s Award winning knowledge management site: https://kb.netapp.com/
