September 9, 2021

The Digital Journey for Our Customers and Partners Just Got Better

Cora LaRose

For the past year, Forcepoint’s Customer Support organization has been working to fine tune operations and infrastructure to better support our customers with their cybersecurity initiatives. We’ve received a lot of enthusiastic feedback and suggestions from our customers, partners, and colleagues on the experience they’d like to have and the capabilities they need to do their jobs.

I’m excited to share enhancements made to our Forcepoint Customer Hub that directly resulted from our community’s input. The Hub is your portal to the most personalized support for your Forcepoint cybersecurity products, including self-help tools, knowledge articles, community interactions, and support case submissions.

Here’s what you told us:

  • Give us robust knowledge – I’m excited that we’ve added new performance and AI/ML technologies that learn what you’re looking for and help you find relevant Knowledge Articles faster as well as a full updateand refresh of our Knowledgebase.
  • Get fast help on small questions – We’ve introduced Live Chat for Enhanced and Enterprise Support customers in English. The average wait is less than 30 seconds You can get quick answers to questions and many issues can be resolved often in 5 to 10 minutes.
  • Simplify the support case experience – We focused on simplifying the whole process based on your feedback.
  • Make it easier to interact with the community – We’ve increased moderation for Community Forum discussions and helped you find “Best Answers” from partners and customers.

Editor's Note: Here's a vidoe overview of the Forcepoint Customer Hub:

 

Every customer and partner should have received an email invitation to activate their Customer Hub membership. The Forcepoint Customer Hub is available for existing and potential customers who have an active or established business relationship with Forcepoint.

In case you didn’t get the invite, just login at https://support.forcepoint.com/CreateAccountwith the email address on file with Forcepoint. If you forgot the email address, please contact your Forcepoint Account Manager.

 

Once you’re part of the online community, please let us know how we’re doing. Just click the Feedback button on the Customer Hub home page to share your thoughts directly with us.

Thank you to all the Forcepoint colleagues who helped improve the Hub and the support experience for customers, including: the Digital Customer Experience, CSO Operations, Program Management, System Architecture, and UAT teams.

And thank you to our customers and partners!

About Forcepoint

Forcepoint is the leading user and data protection cybersecurity company, entrusted to safeguard organizations while driving digital transformation and growth. Our solutions adapt in real-time to how people interact with data, providing secure access while enabling employees to create value.

Cora LaRose

As Senior Manager over Forcepoint’s Digital Customer Engagement Team, Cora is responsible for the customer HUB experience including our new global chat offering.  She leads Forcepoint's team that focuses on creating and maintaining knowledge base content,...

Read more articles by Cora LaRose