Dallas, TX (PRWEB) November 12, 2014
Zimbra, a global leader in unified collaboration software, today announced that Rackspace® (NYSE: RAX), a customer and a solution partner of its Zimbra Social platform, is the recipient of the 2014 Constellation SuperNova Award for Next Generation Customer Experience. The category analyzes how organizations are making the shift from systems of engagement to systems of experience and mass personalization at scale.
Rackspace chose to implement a global online community that provides its customers with a central place to share questions, discuss challenges, rate content and provide feedback. The Rackspace community focuses on scaling the delivery of Fanatical Support®, educating core customers, increasing customer engagement and sharing Racker knowledge. Since implementing the community, Rackspace has seen a 10 percent increase in self-service utilization across all channels, and its human based support channels have reduced on average 50 percent for phones, 15 percent for tickets and 20 percent for chat. While the quantitate metrics are important, it is the qualitative metrics around customer satisfaction that are invaluable to Rackspace.
“I am truly humbled by the recognition of our community team and commitment to customers,” said Ian White, manager of support for Rackspace. “We thank our customers for supporting the Rackspace community and our wild ideas,” continued White. “And, thank you to Zimbra for powering the experience.”
Zimbra Social enables brands to create engaging communities for customers and employees. Using Zimbra Social to enhance customer support helps companies like Rackspace lower costs, save time and empower customers. Visit zimbra.com to learn more about the Rackspace community powered by Zimbra Social.
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Zimbra connects people and information with unified collaboration software that includes email, calendaring, file sharing, activity streams, social networks and more. With technology designed for social, mobile and the cloud, Zimbra gives individuals the flexibility to work from virtually anywhere, through nearly every computer, tablet and mobile device.
Zimbra’s software is trusted globally by service providers, governments and companies, with over 200,000 accessing Zimbra in the cloud managed by our worldwide network of service providers. With customers including NTT Communications, Comcast, Dell, Rackspace, Red Hat, Mozilla, H&R Block and Vodafone, a vibrant open source community and worldwide partner network, Zimbra is the third-largest collaboration provider in the world. Zimbra is privately held with corporate headquarters in Frisco, Texas and offices in San Mateo, California; London; Tokyo; Singapore and Pune, India. For more information, visit Zimbra.com or connect with us on Twitter, Facebook and LinkedIn.
About Constellation Research
Constellation Research is a leading business research and advisory firm that helps clients transform business models with disruptive technologies and progressive strategies. Constellation caters to clients who have talent, influence, and vision. This community of successful senior business leaders excel and continue to advance in their careers.
Constellation Research, Constellation SuperNova Awards, Constellation Orbit, Connected Enterprise, Constellation Cosmos, and the Constellation Research logo are trademarks of Constellation Research, Org. All other products and services listed herein are trademarks of their respective companies.
Suzanne Casey, Metis Communications