Why our customers love us

Discover how leading brands use online conversations and customer communities to improve their business.

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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.

Largest telco in NL acquires customer feedback, improves products, and saves millions with its community

t-mobile

No.1 telecom community in the Netherlands

$4M

annual savings on service costs

1M

questions answered yearly

25

customer experts

  • $4M annual savings on service costs
  • 180% lower contact ratio with social content
  • 1M answered questions per year
  • 25 customer experts

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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.

European telco with 3.5M customers uses the inSided platform to digitize its services and co-create with customers

kpn

Community is integrated into the entire customer journey

$4M

yearly savings on service costs

50%

peer-to-peer support

+10%

SEO traffic after migration

  • $4M annual savings on service costs
  • 50% peer-to-peer support
  • +10% SEO traffic after migration to the inSided platform

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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.

Multinational bank improves products, services and loyalty through conversational research and co-creation

rabobank

Innovate together with your customers

+19 pt.

increase in NPS

Improved

products and services based on customer insights

  • NPS +19 points
  • Improved products and services based on customer insights

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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.

Global leader in banking and financial services uses the inSided conversational platform as a social knowledge base

bnp-paribas-fortis

Let your customers generate up-to-date, relevant & trustworthy content

Outperforms

traditional FAQs on SEO value and success ratio

Over 20%

of visits lead to reduced call volumes

  • Outperforms traditional FAQs on SEO value and success ratio
  • More than 20% of all visits lead to reduced call volumes

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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.

Pioneer in full-home sound systems adopted a social support strategy with an inSided community at its center

sonos

Reduce support costs and provide a better customer experience

40%

of customers served by community

6.5M

users

85%

come via organic search

  • 40% of the customers are being served by the community
  • 6.5M yearly users
  • 85% come via organic search

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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.

Dutch mobile telco provides social customer service to improve service & products, lower churn, and realize call deflection

telfort

Improve products, innovation and loyalty with conversational service

$1.3M

annual savings on service costs

1.6M

yearly visitors

60%

peer-to-peer support

  • $1.3M annual savings on service costs
  • 19% less churn amongst users
  • 60% peer-to-peer support

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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.

World leader in navigation uses its successful international support community to improve products and reduce costs

tomtom

Global peer-to-peer support in 3 languages

25%

savings on service costs

5M

yearly visitors

83%

peer-to-peer support

  • 25% annual savings on service costs
  • 30 customer experts
  • 5 million yearly visits
  • 83% peer-to-peer support

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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.

Dutch Railways serves over 1M customers a day, and uses social support to save $1.5M each year and get +2.5% additional online sales

ns

From service forum to revenue driver

$1.5M

call reduction per year

1.8M

questions answered per year

52%

peer-to-peer support

  • $1.5M call reduction per year
  • 1.8M questions answered per year
  • 52% peer-to-peer support

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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.

Telco with over 8 million customers uses the inSided conversational platform to improve service, enhance customer experience, and generate sales

a1

Generate sales by supporting customers to advise each other

31%

of buyers engage with conversational content

85%

peer-to-peer support

1.5M

yearly visits

  • 31% of all buyers engage withconversational content
  • 85% peer-to-peer support
  • 1.5M yearly visits

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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.

The world’s largest music and audio platform uses the inSided platform to provide scalable and affordable support

soundcloud

Provide social support to millions of creators and users

48%

peer-to-peer support

2M

yearly users

82

organic traffic

  • 48% peer-to-peer support
  • 2M yearly users
  • 82% organic traffic

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Customer Success Book

Discover how leading brands use online customer communities to improve their business.

Customer logos

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.

Ana Simic

Ana Simic

A1

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, they want to look for a solution together. Customers share so much 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.

Marieke Snoep

Marieke Snoep

T-Mobile

We are 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.

Clive Millington

Clive Millington

TomTom

We evolve from a supplier of commodities to an energy service provider. That is a challenge and a risk. But if we do not change we remain in commodities, which is not an option. We strongly believe that service is our future. Services and commodities are totally different things. This change requires new skills of our people and an open culture where all units are in contact with each other and the customer.

Guido Dubbeld

Guido Dubbeld

Eneco

Many customers encounter identical dilemmas. Through several different channels (in particular phone and email), the same questions are answered time and again. On a forum, this information is always readily available. Customers can easily find answers, particularly through Google. There is also more room for background information. We will now be positioning the forum as a high-quality service channel. In effect, we would like to engage with our customers continually!

Merel van den Boomen

Merel van den Boomen

NS

We proudly work for

We help forward-looking companies across industries to evolve the way they connect with their customers, to increase revenue, improve customer satisfaction and lower service costs. A selection of our clients is listed below.

Customer logos

100+

brands

150,000+

user experts

2,000,000+

customers served every day