customer story

Ask.com

Searching For - And Finding - An Amazing Customer Experience
6
Improvement in triage time
95
Proactive problem resolution

Ask.com's cutting-edge platform relies on many heterogeneous internal search components (news, videos, pictures, text, etc.) combined with third-party services to deliver relevant answers to millions of worldwide visitors in milliseconds.

Ask.com partnered with Catchpoint to:

  • Ensure fast, engaging and satisfying customer experiences for revenue and brand protection.
  • Increase operational efficiency and reduce time-to-resolution to minutes.
  • Rapidly identify deviations from their web performance baseline.
Employees:
51-200 employees
Revenue:
$109.5 Million
Headquarters:
Oakland, CA
Industry:
Media and Entertainment

Catchpoint is an exceptional company that offers superior solutions and services for our unique needs. Simply put, Catchpoint records more data, they give us more information, they store it longer, and they make it easier for us to analyze and get deeper insight, ultimately allowing us to make better informed business decisions.

Information Security Officer
,
Ask.com

Problem

Founded as Ask Jeeves in 1996 and re-named Ask.com in 2005, Ask.com has spent the last 15 years committed to the mission of getting its millions of users across the globe the answers they need. Today, Ask.com is a leading online brand for questions and answers, an operating business of IAC (NASDAQ: IACI), and ranked as a top U.S. Internet site.

Ask.com’s cutting-edge platform relies on many heterogeneous internal search components (news, videos, pictures, text, etc.) combined with third-party services to deliver relevant answers to millions of worldwide visitors in milliseconds. Ask.com prides itself in offering a reliable user service that is fast, fun, easy, and satisfying, thus ensuring optimal scalability and performance at all times is imperative to their success.

To improve their MTTR and become more proactive, Ask turned to Catchpoint to support their observability strategy.

Solution

Ask.com relies on Catchpoint for advanced analytics, correlation, and trends or pattern change detection. Ask.com utilizes Catchpoint’s observability locations to proactively observe web pages, multi-step transactions, and DNS services. Catchpoint is fully integrated into Ask.com’s incident management, disaster recovery, and business continuity processes.

The advanced analytics that Catchpoint provides allow Ask.com to analyze and overlay internal performance metrics with their active observability data to triage and diagnose problems much faster. The multi-dimensional analysis and correlation helps them rapidly identify trends and pattern changes, which has proved invaluable for identifying problems with changes in their back-end infrastructure.

Results

After implementing Catchpoint’s Digital Experience Monitoring solution, Ask.com saw a six times improvement in their triage and response times, which has allowed them to identify and resolve 95 percent of problems before large volumes of customers are impacted.

"Catchpoint is an exceptional company that offers superior solutions and services for our unique needs," said Ask.com's Information Security Officer. "Simply put, Catchpoint records more data, gives us more information, stores it longer, and makes it easier for us to analyze and get deeper insight, ultimately allowing us to make better informed business decisions.

"On top of this, Catchpoint’s support team is superb, and goes way above and beyond what you would normally expect. Now that Catchpoint is fully integrated into our business continuity processes, we have reduced time-to-discovery and time-to resolution to just minutes."

Overall, Ask.com has enjoyed dramatically optimized web performance while assuring quality across their internal systems and infrastructure.