Ben Foster
3 Tips to Save Your Customers Time in Their Support Journey
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.
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3 Factors Behind the Decline of Voice-Based Customer Care
Phone use for customer service is decreasing. We explain why - and help you understand what you can do about this major shift.
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Expand Your Help Content’s Reach: 3 Tips to Get More Views
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?
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Why Online Self-Service Is the New Reality for Businesses
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.
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3 Hidden Tricks to Turn Customer Service Experiences Into Referrals
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.
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How to Infuse User-Generated Content Into Customer Service
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.
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What the F*Q? How dynamic user generated content beats static FAQs
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.
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Why 9 in 10 Consumers Rely on UGC When They’re Low in the Funnel
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.
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What the Age of the Customer Means for Digital Business
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.
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Why Educating Your Customers Results In Higher LTV
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.
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What the Success of Rotten Tomatoes Says About the Power of Content
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.
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The Hidden Connection Between CX and Revenue in Telecom
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.
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Is Customer Obsession the Future of Retail?
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.
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Yes, Millennials Are ‘Killing’ the Economy; Transparency Is Your Lifesaver
If you believe what you read, Millennials like myself are responsible for ‘killing’ a number of industries—quick-service dining, hotels, autos, and more.
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CX Growth Hacking: Focusing on Customer Conversations yields Higher Revenue
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.
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The Secret of Great Customer Service on Mobile: P2P Conversations
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.
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Launch Pad: 3 Community Launch Lessons
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.
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3 Reasons Why M-Commerce Needs Community Conversations
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.
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4 Tips to be more effective at Digital Marketing
Brand enthusiasts are a powerful marketing resource—but you need the right systems and processes in place to truly harness brand advocacy.
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User-Generated Content at Scale: Capturing Value With Conversations
User-generated reviews, how-tos, and advice improve customer engagement throughout the buyer journey—especially when they can be collected and shared at scale.
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3 Success Tips for Building a Terrific Online Knowledge Base
Building a trove of online educational content can pay dividends far into the future, our data shows.
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What 3 NPS Leaders Have In Common: A Focus on Digital Engagement
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.
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Customer Community trends: Leverage Community Content across all Channels
The era of standalone online communities is over.
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IoT Communities: Eneco Builds Relationships Around Its Smart Thermostat
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.
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Build a Better IoT Shopping Experience With Community Conversations
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.
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Future of Connectivity: Enhance IoT Support With Customer Conversations
The internet of things (IoT) era is here, bringing with it many new opportunities for connectivity between both people and devices.
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3 Reasons Communities Accelerate Product and Service Innovation
Your customers are eager to help you innovate. The question is, are you tapping into their knowledge and insights?
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P2P FTW – How Conversations Enhance Service and Generate Savings
Conversational service leads to better outcomes for both customers and brands.
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3 Benefits That Great Design Delivers in a Customer Community
Hope to make your community a success? Don’t neglect the design and layout, our data shows.
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The Future of Online Commerce Is Conversational
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.
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2 Strategies to maximize Peer-to-Peer Support in Online Communities
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.
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3 Ways Communities Deepen Engagement on the Consumer Path to Purchase
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.
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How Communities Drive 4X More Conversion Than Social
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.
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4 Ways Communities Boost B2B Customer Advocacy
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.
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Power to the People: How Eneco’s Community Connects Utility Customers
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.
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3 Ways Communities Boost Engagement in the “Omnichannel” Consumer Journey
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.
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Turning Customers into Content Marketers: How Sonos Does It
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.
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Dealing with Digital Natives: Modern Customer Support for Millennials
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?
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