Growing Pains Into Stellar Support KPIs
Meraki (a wholly owned subsidiary of Cisco) was experiencing hyper-growth that placed a strain on customer operations. As the business enjoyed exponential growth in customer acquisition, the Customer Support team could not scale as quickly. The team evaluated various knowledge management and federated search technology to improve efficacy.
Todd Nightingale, SVP and General Manager, along with the Cisco Meraki team, sought to measurably lower customer effort for self-service and improve support agent efficacy. The Documentation Manager, Joe Lodin, lead the selection process and was tasked with solving the scaling challenges faced by the Customer Support, Training, and Customer Success departments.
The best approach for Meraki’s objectives proved to be structured microcontent that is highly consumable, findable, and easy to layer across the customer journey.
Time to Resolution