Case Study: Red Hat increased its self-solve rate by 311% with Lucidworks
Key results
The challenge
Red Hat provides software products and solutions to a global customer base, including over 80% of the Fortune 1000. The company wanted to help customers find answers and solve their own problems through self-service, reducing the need to open support cases.
The solution
Red Hat used Lucidworks to build a search experience that understands customer intent and surfaces relevant knowledge-base content, applying engagement signals such as click depth and dwell time to improve results.
“There was an increase in traffic that confirmed customers are really motivated to self-solve, and we saw a 7% decrease in support case creation for customers who were given the self-solve homepage.”
MSManikandan SivanesanPrincipal Software Engineer, Search, Red Hat
The results, in context
Over two months in 2020, Red Hat's support case deflection rate reached 7.39%, with more than 2,700 support cases deflected. Compared to October 2018, when the deflection rate was 1.8%, this represented a 311% increase in the self-solve rate, with click depth averaging 2.2 clicks and click-through rates of 58.4%.