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Learn how 10 global brands generate value in sales, marketing, and support with their customer communities. Our latest ebook features success stories from leading brands like Sonos, T-Mobile, and BNP Paribas, with impressive results.
How leading brands use the value of their community to increase sales and improve service
CUSTOMER SUCCESS BOOK 2018
Forward-looking companies use the inSided conversational platform to activate their
community of loyal customers, experts and advocates and have them advise and support
prospects and other customers.
Learn how T-Mobile realize $4M cost savings by providing customers with community-powered advice and support,
how TomTom serves over 50% of their customers with a community, and how A1 Telekom drives additional revenue.
Are you ready for the new generation of customer service?
Customers increasingly expect self service. Leading brands use the inSided conversational
platform to provide their customers with relevant answers right where they need it.
These companies tap into the knowledge and expertise of their community of loyal customers, experts and
advocates. Using machine learning and AI they build a smart knowledge base and ensure customers get
instantaneous answers on their website, in their apps and when searching the web.
Increase in organic
Increase in conversion
and order value
Reduction in customer
“Today’s customers increasingly expect self service. Great self service will move the needle on customer
satisfaction. It effects the likelihood that a customer will keep existing business with the company, buy additional
products and services and recommend the company to others.”
As one of the largest telcos, T-Mobile leverages inSided as a scalable, intelligent support platform.
By offering peer-to-peer support on their website and mobile app, T-Mobile empowers customers to
share knowledge with each other. Over 40% of all support requests are handled this way, resulting in
improved service quality and substantially lowered support costs.
$4M annual savings on service costs
25 customer experts
180% lower contact ratio with
1M answered questions per year
Our customers require different ways of contacting us for support and
advice than a couple of years ago: They don’t just want answers to
their questions, but want to look for a solution together. Customers
share a lot of knowledge about our products and services, and we
would like to leverage this to benefit our other customers. We facilitate
this as much as possible and that’s why we invest in self-service
channels such as the community.
Director of Customer Operations
KPN, a European telecom operator with 3.5 million customers, uses the inSided conversational
platform to realize its shift to a digital service provider. With help content integrated into the entire
KPN customer journey, the company’s customers receive support where and when they need it.
50% peer-to-peer support
+10% SEO traffic after migration to
the inSided platform
$4M annual savings on service costs
Rabobank is a multinational bank, part of the Rabobank Group, active in 42 countries. Rabobank uses the
inSided conversational platform to gain customer insights through conversational research and co-
creation, resulting in improved products and services and increased customer loyalty.
NPS +19 points
Improved products and services
based on customer insights
BNP Paribas Fortis is the leader in global banking and financial services. The inSided conversational
platform is used as a social knowledge base. More than half of all content is generated by customers,
resulting in up-to-date, relevant and trustworthy content.
Outperforms traditional FAQs on
SEO value and success ratio
More than 20% of all visits lead to
reduced call volumes
Sonos, a pioneer in full-home sound systems, adopted a peer-to-peer support strategy - with
an inSided community at its center - to provide a better support experience to their millions of
customers and reduce support costs. Today, the community serves as Sonos’ starting point for
customer care on multiple digital channels.
40% of all customers are being
served by the community
85% come via organic search
6.5M yearly users
Telfort is a Dutch mobile carrier and subsidiary of KPN. They provide social customer service to
improve service, enhance product development, lower churn, and realize call deflection.
19% less churn amongst users
60% peer-to-peer support
$1.3M annual savings on service costs
Customers search online to answer product and service related
questions. Whether they are experiencing a problem or want to
change something, it is extremely important that they find what
they are looking for. The inSided platform is user-friendly and an
important channel where customers can help each other.
Onno van der Poel
TomTom is a world leader in navigation and mapping, active in 50 countries. As the company offers a
suite of products - including navigation devices, mapping solutions, action cameras, and GPS sport
watches - they use the inSided platform to provide customer service at scale.
25% annual savings on service costs
83% peer-to-peer support
30 customer experts
5 million yearly visits
As COO of TomTom I am really satisfied with the cooperation with
inSided. Their excellent development team and project manager
delivered on time, before our deadline. Agile processes combined with
a professional attitude resulted in a smooth migration. inSided will
help us to provide the highest levels of social support in 3 languages
across multiple channels and ensure we hit our targets for our most
important KPI - customer satisfaction.
Chief Operating Officer
$1.5M call reduction per year
52% peer-to-peer support
1.8M questions answered per year
Dutch Railways serves over 1M customers a day. Allowing their customers to provide each other
with advice and support results in a $1.5M yearly cost saving. On top of that, Dutch Railways
generates +2.5% additional online sales per year by ensuring that customers get the information
they need when they are buying a product.
One out of every 5 questions from customers about our
products has sales potential. Advice and support from other
customers is key here. The inSided platform enables us to
accelerate customer support.
Merel van den Boomen
Manager Customer Contact Management
31% of all buyers engage with
85% peer-to-peer support
1.5M yearly visits
A1 Telekom is an Austrian telco and market leader with over 8 million customers. The company uses
the inSided conversational platform to improve service and enhance customer experience. It also
generates valuable sales leads, by offering current and potential customers advice from peers.
The inSided platform is part of our strategy to continuously
improve A1 digital self-care. Customer generated content
creates trust and provides context for additional conversions.
This is how the A1 community becomes an important sales
accelerator, resulting in measurable business value.
Head of Digital Service & Social Media
SoundCloud, the world’s largest music and audio platform, leverages the knowledge and experience of
their 175 million monthly users to help each other. The inSided conversational platform allows
SoundCloud to provide relevant answers in a highly scalable way, while extending their brand reach.
48% peer-to-peer support
82% organic traffic
2M yearly users
+1 347 4910124 / +31 20 4279597
Interested to learn more about how the inSided conversational platform can help you
improve service and increase sales?