Rackspace Customer Experience Case StudyCase Study: Rackspace

Using Communities to Deliver Exceptional Customer Service and Reduce Agent-Based Interaction 

Rackspace chose to implement a global online community powered by Zimbra to provide its customers with a central place to share questions, discuss challenges, rate content and provide feedback about Rackspace's products. This community focuses on scalable delivery of Rackspace's signature customer service, educating core customers, increasing customer engagement, and sharing Racker knowledge. 

This case study examines Ian White's implementation and deployment of Zimbra. Ian White won the 2014 SuperNova Award in Next Generation Customer Experience for his leadership of this project. 

Table of Contents

  • At a Glance
  • The Company
  • The Challenges:
  • The Solution
  • The Impact
  • The Takeaways
  • Lessons Learned
  • The Recommendations

 

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