Support Experience
Support Experience
A full redesign of all New Relic’s support properties as part of their overarching rebrand strategy including the end-to-end support and learning resource experience for New Relic customers.
What is it?
This project included consumer-facing support sites, community forum (Explorer’s Hub), case management platform and articles knowledge base. All properties were built on SalesForce Experience Cloud and introduced new features and capabilities to continue to drive customer satisfaction and growth.
Why it matters
The support experience at any Enterprise is the cornerstone of customer satisfaction and should adhere to the company’s brand, values, and overall customer experience. A misalignment between the product and the underlying support offered can be detrimental to the customer relationship, so it is within the interest of the organization and the customers it serves to provide support tools that not only increase deflection but increase customer satisfaction rates overall.
Task
End-to-end customer support experience for Enterprise
