In an environment where the consumer faces constant time pressure, companies must provide fast, high-quality service. This isn’t just a casual observation: It comes straight from the mouths of real people.
December 03, 2017
Online self-service results in faster answers. Here’s how self-service tools get customers the answers they need while reducing time-to-resolution.
November 23, 2017
Phone use for customer service is decreasing. We explain why - and help you understand what you can do about this major shift.
November 15, 2017
Online self-service delivers benefits for brands and consumers alike. So how do you get more people noticing, reading, and sharing your online help content?
November 10, 2017
The customer service landscape is being reshaped by digital, primarily because consumer preferences are changing. Seventy percent of consumers expect brands to offer online self-service options.
October 26, 2017
Providing great customer service can help you attract new business. Here’s how to leverage the experiences of your existing customers to sell more effectively to others.
October 16, 2017
Bringing user-generated content into your customer support organization results in better-quality support at a lower cost. Get started on infusing UGC into customer service with these three tips.
October 09, 2017
T-Mobile leverages user-generated content in its online FAQs for better SEO, more pageviews, and reductions in support calls. Here’s why UGC is such a powerful addition to online customer service.
October 02, 2017
Now more than ever, consumers rely on user-generated content when they are researching purchases. The reason: UGC offers authenticity that branded content can’t match.
September 25, 2017
With the rise of the internet industry, businesses in nearly every vertical are being digitally disrupted. At the same time, competition is fiercer than ever—meaning that brands must become customer-centric to stay relevant.
September 20, 2017
User-generated content is hot right now, and with good reason. Consumers trust other people’s opinions much more than branded content, which means UGC is a powerful tool for building trust with prospects and customers.
September 18, 2017
Customer lifetime value is a critical success metric. Only when you know how much your customers are “worth” can you determine how much you’re able to spend acquiring them.
September 14, 2017
Rotten Tomatoes has been aggregating professional movie and TV reviews since 1998—and even though it has just 36 employees, it’s gotten the attention of the entertainment industry’s biggest players.
September 12, 2017
Customer experience is critically important in the telecom industry, which has many entrants offering a standardized product (voice, text, and data). Now, there’s firm evidence that better CX in telco leads to higher sales.
September 08, 2017
The retail sector—a huge driver of economic activity in the US—has already undergone a seismic shift with the rise of online shopping. And the shakeout isn’t over.
September 07, 2017
If you believe what you read, Millennials like myself are responsible for ‘killing’ a number of industries—quick-service dining, hotels, autos, and more.
September 05, 2017
Engaging customers via conversations is a reliable way to improve the customer experience (CX), and as a recent Forrester report suggests, CX improvements lead to measurably higher sales.
September 01, 2017
A large majority of consumers use their smartphones to seek out support from brands—but the mobile support experience is sorely lacking. Peer-to-peer conversations, by making support more friendly and personal, can help close this experience gap.
August 30, 2017
There are many benefits to harnessing customer conversations. Online conversation platforms like inSided help brands produce user-generated content at scale—while simultaneously allowing customers to give each other advice and assistance.
August 28, 2017
If you’ve bought something online using a mobile device, you’re in good company. More than two-thirds of online shoppers will make a purchase from their phone this year, Statista projects.
August 25, 2017
Brand enthusiasts are a powerful marketing resource—but you need the right systems and processes in place to truly harness brand advocacy.
August 23, 2017
Clearly communicating your value proposition educates prospects about why they should pick you over a competitor, and helps customers understand why they should keep doing business with you.
August 21, 2017
User-generated reviews, how-tos, and advice improve customer engagement throughout the buyer journey—especially when they can be collected and shared at scale.
August 17, 2017
Building a trove of online educational content can pay dividends far into the future, our data shows.
August 15, 2017
Because they are designed to encourage conversation, communities are incredibly effective at increasing transparency.
August 11, 2017
The three highest-Net Promoter Score telcos in the Netherlands share a focus on digital— and just as importantly, they all use customer communities powered by inSided.
August 08, 2017
The era of standalone online communities is over.
August 03, 2017
We talked last week about the value that community conversations can add for organizations in the internet of things (IoT) space. One inSided customer that’s leading the charge for greater connectivity in IoT is Eneco, a Dutch energy supplier.
August 01, 2017
Connecting devices via the internet of things (IoT) will result in safer roads, more comfortable homes, and greater energy efficiency. IoT is also poised to be very big business.
July 27, 2017
The internet of things (IoT) era is here, bringing with it many new opportunities for connectivity between both people and devices.
July 25, 2017
Your customers are eager to help you innovate. The question is, are you tapping into their knowledge and insights?
July 21, 2017
Simyo is an online-only telecom operator in the Netherlands. In a competitive telecom market, maximizing customer satisfaction is a priority for the company.
July 19, 2017
Conversational service leads to better outcomes for both customers and brands.
July 14, 2017
Hope to make your community a success? Don’t neglect the design and layout, our data shows.
July 13, 2017
In the brick-and-mortar era of commerce, pre-purchase questions were addressed by real people. Someone would come up to you in a shop and ask, “How can I help you?” In other words, shopping meant engaging in actual person-to-person conversation.
July 12, 2017
In our experience, improving customer care is one of the most common drivers for a brand to adopt a community. Indeed, two-thirds of companies with a community say higher customer satisfaction is one of their primary goals.
July 06, 2017
At a time when the organic reach of brand social posts is on the decline, you need a better way to engage customers. Communities have the content and tools to help you do so.
July 05, 2017
To drive traffic to your website—and convert visits into sales—a community can be much more effective than conventional internet advertising, our data shows.
July 03, 2017
As the head of inSided’s consultancy team, I help dozens of telecom brands maximize the value of their customer communities. The organizations I work with activate communities for a variety of reasons: Some leverage their community as a support channel, while others use theirs for marketing and engagement. Still others aim to conduct research and co-creation with their customers.
June 30, 2017
Because it incorporates so many discrete elements, user experience (UX) research is a complicated endeavor. Yet even if you have dedicated UX resources in your organization, you can leverage a community for a better, more holistic understanding of customer needs.
June 21, 2017
Customer communities are widely used in both B2C and B2B to provide after-sales support—and by fostering brand advocacy, they can add value before the sale, too.
June 19, 2017
Onboarding is an essential component of B2B customer success—and customer communities have a major role to play in making (and keeping) new customers satisfied.
June 16, 2017
Around the world, ordinary people are taking charge of their energy future. In New York—home of inSided’s US headquarters—apartment dwellers are trading clean-energy credits with each other. In China in 2013, citizens successfully protested the construction of a uranium-processing plant. And in the Netherlands, utility Eneco is leveraging the social web to engage its customers in a novel way.
June 12, 2017
The inSided platform hosts successful customer communities on both sides of the Atlantic. The KPN telecom community, for example, deflects hundreds of thousands of support calls each year. On the Sonos community, 40 percent of customer questions are answered by other customers.
June 09, 2017
Two-thirds of consumers look to other people’s opinions when making buying decisions. At the same time, Google says, 60 percent of people begin shopping on one device but ultimately make a purchase on another one.
June 06, 2017
Sonos is one of the world’s leading home audio companies. Its Play:1, Play:3, and Play:5 speakers offer a networked, easily configurable home listening experience with great audio quality.
June 01, 2017
Luckily, haters are still quite rare within customer communities. In the past 5 years, we at inSided have seen just 2 out of a million community users get banned.
May 18, 2017
A lot of ink has been spilled on the topic of Millennials—the generation born between the early 1980s and the late 1990s. Are they really different from the generations that precede them?
May 11, 2017
For brands, social media is a minefield. As we’ve seen in the past 15 years, social networks can come and go practically overnight. It’s hard to develop a media plan when you’re unsure about a channel’s long-term viability.
April 26, 2017
We are extremely excited to announce the opening of our USA headquarters in New York. With this, inSided is entering the North American market for community engagement platforms.
January 26, 2017
Today we announced our first round of venture funding. These are super exciting times for inSided, our customers, the entire team and also for ourselves, as founders. With this blog post, we wanted to share a little bit of the background story.
February 24, 2016