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How Fortinet Paved Its Way To Customer Self-Service Success with Khoros and SearchUnify

How Fortinet Paved Its Way To Customer Self-Service Success with Khoros and SearchUnify

SearchUnify
Pages 10 Pages

To drive self-service and lower the volume of support tickets, Fortinet decided to build a dedicated customer community embedded with federated search. So, the only thing needed was the management’s green flag. And for that, the support leaders at Fortinet adopted a data-driven approach. They analyzed the tickets and learned that most were straightforward queries that customers could resolve on their own with a KB article.

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