As you may know, Cohesity recently combined with Veritas’ enterprise data protection business. We now serve over 13,600 customers and protect hundreds of exabytes of the world’s data. We’re honored to be trusted by so many of you, and we strive to earn your business—daily.
Our Cohesity values are symbolized in the acronym RADIO—Respect and Integrity, Authenticity, Deliver, Innovation, Customer Obsession. This blog is about customer obsession.
Customer-centric approach
We prioritize our customers’ needs and ensure that your success is at the heart of all we do. Your success is our success. We’re committed to providing a top-tier customer experience (CX). And we’re rewarded with your trust in our technology—and other awards, too.
Recent recognitions include:
- Gartner Peer Insights™ Customers’ Choice for Enterprise Backup and Recovery Software Solution (7th time.)
- CRN named Cohesity to its CRN 2025 Cloud 100 List
- And, we’ve won the NorthFace ScoreBoard AwardSM for Excellence in Customer Service and Support from the Customer Relationship Management Institute (CRMI) for nine straight years. We’re honored to be recognized for “World Class Excellence” annually since 2016.
Cohesity has been a key partner in our mission to deliver unmatched managed data protection and cyber recovery solutions. Their expert support and innovative data management technology have played a critical role in ensuring our services run smoothly and reliably for our customers. Together, we’re empowering businesses to modernize, protect, and manage their IT environments with confidence”
–Justin Giardina, Chief Technology Officer at 11:11 Systems.
Gen AI capabilities added to the case-handling lifecycle
To provide exceptional customer support experience, we’ve integrated generative AI capabilities with automation at every stage of the case-handling lifecycle—from case creation to content generation. Again, this comes down to customer obsession. We want our technical support engineers to spend their time solving problems for customers—not wasting time on busy work.
“Empowering our technical support team with AI-enabled automated workflows is about fostering an innovation mindset and enhancing our employee experience in doing their job,” said Raj Kiran, Cohesity Senior Vice President, Technical Support & Digital Innovation.
This integration enhances the accuracy and speed of our support services and also fosters a more responsive, adaptive, and learning-oriented operational framework. This advancement has simplified processes, improved self-service capabilities, and ensured effortless support at every customer interaction point.
One of the key drivers behind our success is the Cohesity Virtual Assistant (CoVA), an AI-powered interactive chatbot (available on the Support Portal) designed to empower our customers with fast and efficient issue resolution. Using the latest AI and machine learning advancements, we ensure technical issues are addressed swiftly, minimizing downtime and keeping systems running smoothly.
Our commitment to customer success
At Cohesity, we pride ourselves in fast and effective resolutions for even the most critical issues. Here’s how we ensure your data is always protected and your operations stay on track:
- Rapid resolution: Using advanced crisis management techniques, we resolve issues swiftly, especially in high-stakes scenarios like ransomware attacks, to minimize downtime and restore operations quickly.
- Expert assistance: We bring together a team of subject-matter experts to tackle your most complex technical challenges, offering specialized support when you need it most.
- Proactive communication: We ensure you’re informed at every stage throughout the process, maintaining transparency and clarity.
Customer obsession guides us
We create an effortless and satisfying customer experience by streamlining case submissions, enhancing self-service through AI-powered search, and delivering intuitive interactive bots. With Gen AI at the forefront, we continue to set new benchmarks in CX excellence.
As we continue our mission to protect, secure, and provide insight into the world’s data, we strive to keep living our values. Customer obsession continues to guide everything we do. Our support team is fully committed to delivering efficient, effective services that maximize productivity and enhance customer satisfaction. Experience unmatched support with Cohesity. We’re here to help you stay resilient, efficient, and ahead of the curve.
