INTRODUCING
Gainsight
Customer Communities
inSided is now Gainsight Customer Communities. Give your customers a single hub for anytime, anywhere, self-service.
INTRODUCING
Our recipe for customer success
Drive customer engagement
Engage your customers in peer-to-peer discussions, events & segmented user-groups
Increase customer self-service
Increase productivity and proactiveness by decreasing customer support questions
Product feedback & updates
Communicate releases,
get the voice of the customer on your
roadmap
Increase customer advocacy
Identify loyal users & increase overall NPS and Customer Satisfaction scores
What’s in the box:
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Community platform
One central platform for engagement amongst customers in different categories, user-groups. Promote events, news and back it with advanced gamification.
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Knowledge base
Transform your traditional support portal to a Customer Success knowledge base with guides, tutorials, best practices and user generated content.
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Product feedback & ideation
Involve customers in product development by stimulating product ideation, prioritization, beta testing and product discussions.
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Product communication
Keep customers informed and updated about new product developments, releases and updates to your roadmap.
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In-app embeddables
Give customers easy access to all relevant knowledge, updates and best practices by offering highly contextual content right inside your product.
Integrated with your existing success and support tech stack
- Integrate with Customer Success solutions like Gainsight to create a 360-degree view of the customer, including support and community behavior
- Integrate with CRM tools like Salesforce to provide insight into engagement, behavior and sentiment at account and contact level
- Integrate with help desk tools like Zendesk to escalate tickets and offer 1:1 support for complex questions
Here’s how we’ve helped
Using community as a key channel for high-touch strategy
Cognite enables asset-heavy industries – like oil & gas, power & utilities, and manufacturing – to make better use of their data to improve the efficiency and sustainability of operations. With substantial contracts and a growing customer base, Cognite discovered community as a solution for self-service and engagement among customers.
Results
- 99% of all customers and partners registered
- 51% increase in engagement from externals
- 60000 + pageviews
How Gong uses Community to Fuel ARR and Customer Retention
Revenue intelligence platform Gong wanted to provide its customers with a space to connect and learn from each other. They found that it resulted in customer retention, product stickiness, and even influenced ARR.
Results
- 36% of accounts are in community
- 20K unique visitors
- 1,200 1:1 meetings have occurred
- 3,000 registered community members
Leveraging Community for P2P Support and Unlimted Subject Matter Expertise
In June 2020, Pipefy launched their community with one goal in mind: to decrease the number of support tickets and put self-service and peer-to-peer support at the heart of the customer experience. One year later, nearly 95% of support inquiries are solved by peers.
Results
- 50% growth Year over Year
- 85% replies to questions
- 65% are marked with an answer within the same month
Take a look at any community built on inSided, and you’ll immediately recognize that the platform is built with the end-user in mind. The layout is clean and intuitive, and we hear from members all the time that our community is simply a joy to use.”
