For a global leader in networking and enterprise technology, customer support was more than an operational function – it was a brand promise. But as the product portfolio expanded, support interactions began to feel different depending on the channel customers chose. Inconsistent experiences increased churn risk, inflated support costs and eroded trust, especially when customers relied on mission-critical systems.
The leadership set a straightforward objective to make support faster to access, easier to resolve and consistent across products without adding more tools or friction. They needed a transformation partner to connect customer experience outcomes with measurable operational improvements, delivered at enterprise scale.
High Effort Support, High Cost-to-Serve
In enterprise support, every extra click, handoff and repeated explanation compounds cost and delays time-to-value for customers. The client’s support organization was doing the work, but the system around them made consistent, scalable service difficult.
Support requests arrived through multiple disconnected channels, creating fragmented customer journeys and uneven resolution quality. Routine issues were often escalated to the Technical Assistance Center (TAC), pulling engineers and SMEs into repetitive work. At the same time, in-product guidance was scattered, so customers couldn’t reliably self-serve with confidence or context.
This reflected in slower resolutions, higher cost-to-serve and avoidable escalations that distracted teams from complex incidents. The client needed to shift left, enabling customers to resolve common issues within the product experience and supporting teams with a foundation that could scale across an expanding portfolio without re-architecting support for every product.
Embedding Support into Product Journey
Leading with a CX transformation lens, Persistent redesigned the end-to-end support journey around customer effort and moments that matter, while improving operational efficiency behind the scenes. Together, we aligned stakeholders on outcomes, then standardized how customers discover help, how issues are diagnosed and how resolutions are delivered, so every product could provide a consistent experience as the portfolio scaled.
We:
- Established a clear CX North Star and experience principles to guide omnichannel consistency across products
- Mapped the support journey end-to-end (including moments that matter) and redesigned flows to reduce customer effort and handoffs
- Operationalized shift-left through in-product self-service, knowledge experience improvements and guided diagnostics
- Introduced governance patterns for scalable rollout: reusable components, standards for content/knowledge and repeatable onboarding for new products
- Defined an outcomes and measurement framework (e.g., deflection/containment, time-to-resolution and operational efficiency) to track value realization
Our key technology intervention was a unified in-product support assistant, designed to remove friction from the customer journey by delivering contextual guidance, self-service diagnostics and seamless case creation without leaving the workflow. By shifting resolution earlier in the journey (and away from assisted channels), the client increased customer self-sufficiency and improved case deflection.
To keep pace with portfolio growth, Persistent engineered the experience for repeatable rollout and omnichannel consistency. Extension and native-embed options enabled rapid onboarding of new products, while unified Single Sign-On (SSO) removed authentication friction. Customers gained a consistent pathway from question to resolution—regardless of product, context or channel.
The unified support assistant became a core component of the client’s broader In-Product Experience (IPX) ecosystem, with both Browser Extension and Native Embed deployment options. The IPX foundation also leverages the client’s digital adoption platform to improve navigation, drive feature adoption and deliver consistent in-product engagement across the customer journey.
Lower Cost-to-Serve and Faster Resolution at Scale
With a consistent, embedded support experience across products, the client improved efficiency and support readiness while strengthening the end-customer experience. The program tracked value through an outcomes-focused measurement approach (including deflection/containment, time-to-resolution and operational efficiency), demonstrating clear progress against the business case.
Digital Adoption Platform and in-product experience capabilities can deliver measurable business value by:
- Boosting user productivity by 15-30% through guided tours, contextual help and single-point troubleshooting assistance
- Reduced training costs
- Reducing onboarding time by 20-40%
- Cutting support tickets by 25-50%
- Improving feature adoption by 15-30%
Why Persistent: CX Transformation Partner for Digital Support at Scale
Persistent’s CX transformation expertise combines journey-led design with scalable engineering to improve customer outcomes and business performance. We helped the client move from point fixes to a repeatable CX operating model, spanning experience strategy and service design, in-product experience engineering, integration and automation to adoption enablement, so the new experience could scale across products and teams.
By embedding support into the product experience, the client did more than improve service efficiency, it strengthened customer trust, improved support economics and created a scalable foundation for long-term growth. Support is no longer a reactive cost center, but a strategic lever for retention, product adoption and portfolio-wide consistency. The client can now scale experience-led support across products, protect high-value engineering capacity and sustain business value as the portfolio evolves.
