51: Guided Problem Solving & Tech Support Chat
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This week, we welcome Ross Ackerman, Technical Director of Supportability, into the studio to talk about some exciting innovations within the support organization with regards to how customers and partners find solutions to problems. Guided Problem Solving is a new feature on the NetApp support site that does exactly what its name suggests – it guides people to solutions to solve problems based on workflow. In addition, we talk about the new live chat functionality and how these additions are already starting to see gains in the support center.