Sonos, a pioneer in full-home sound systems, sought to reduce support costs and provide a better support experience to its millions of customers. The company adopted a social support strategy with an inSided community at its center: The community is now the starting point for customer care.
Pioneer in full-home sound systems adopted a social support strategy with an inSided community at its center
Reduce support costs and provide a better customer experience
of customers served by community
of traffic via organic search
TomTom is a world leader in navigation and mapping products, and producer of action cameras and sport watches. Active in 50 countries, the company uses its successful international community to improve their products and reduce support costs.
World leader in navigation uses its successful international support community to improve products and reduce costs
T-Mobile, the fourth-largest multinational telco in the world, substantially lowers costs by maintaining a scalable & predictive support platform while improving the overall quality of support. They offer support in places most relevant to customers, while giving them the opportunity to share their own knowledge and get in touch with people within the organization.
Largest telco in NL acquires customer feedback, improves products, and saves millions with its community
SoundCloud, the world’s largest music and audio platform, built a community to provide customer support in a more scalable and affordable way to its thousands of creators and175 million monthly listeners.
The world’s largest music and audio platform uses its community to provide scalable and affordable support
KPN is a European telecom operator with 3.5 million customers. The community helps KPN to make the shift in their service mix to digital and to co-create and validate new products and services. By relevant integrations in the entire customer journey KPN customers are being helped in the most relevant, accurate and accessible way.
European telco with 3.5M customers uses its community to digitize its services and co-create with customers
Telfort is a Dutch mobile telco and subsidiary of KPN. With their community they provide social customer service to improve customer contact and 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
SNS Bank is a Dutch bank, part of the Volksbank. Their ambition is to become the best ‘self-service bank’ in the Netherlands. The community plays a vital role in this, as it provides customers a social space to help each other and for SNS to gather social insights. With the community they add a human face to banking while they use content from the community to create a more social website.
Dutch bank wants to become the best ‘self-service bank’ in the Netherlands with its community
Add a human face to banking with an award-winning social platform
increase in NPS
members posted 42K comments
Rabobank is a multinational bank, part of the Rabobank Group, active in 42 countries.They use their community to improve products, services and customer loyalty through conversational research and co-creation, allowing them to involve their customers in a more engaging way.
Discover how leading brands use online customer communities to improve their business.
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.
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.
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.
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
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.
customers served every day