Earlier this year Webroot conducted a “Voice of the Customer” study with Wakefield Research. We wanted to better understand customers’ perceptions of the Webroot brand, examine experiences with our solutions, and determine future needs. We received more than 400 responses.
A few key findings
Customers indicated online resources for new customers (46%) are the most beneficial resources during product onboarding. In addition, 64% of customers continue to use online resources to get them comfortable with their products during the adoption process.
This overall reliance suggested Webroot should consider improving its online resources for customers.
Introducing the Customer Success Hub
Based on your feedback, Webroot is happy to announce our new Online Resource Center!
Around the office, we call this the “Customer Success Hub." After all, Webroot can’t be successful unless you are successful using our products.
It’s a work in progress, and we’d love to know how we can make this better for you. Would you like more videos? More technical documentation or user guides? Help us better understand what works best for you, so we can customize it to best suit your needs.
Let us know what you want out of the Customer Success Hub below.