Leading providers partner to produce joint solution that combines online forums with peer‐to-peer resolution across social channels to enable uncompromising communities.
inSided has established a partnership with Conversocial, a leading social customer service platform, in order to enable community-powered resolution across forums and social channels. Together, inSided and Conversocial are evolving how brands can harness community channels for faster and more cost-efficient customer service.
Self-service forums continue to be an important channel of a customer service strategy allowing users to help themselves and engage with the wider community before having to connect with the brand directly. The partnership between inSided and Conversocial delivers brands the ability to not only enable peer-to-peer resolution across forums, but now the ability to tap into the community to empower knowledgeable brand ambassadors to help resolve customer queries on social channels as well. As customers and communities mature, peer-to-peer resolution requires a proactive, multi-dimensional approach. Conversocial’s peer-to-peer resolution platform provides the structure and technology for brands to collaborate with brand ambassadors, measure the ROI of brand ambassador efforts, making it easier to compare performance to other community channels.
“Gartner released numbers last year that showed that almost 90% of the competition between brands will be decided by customer experience. Customers not only expect the best price from their favorite brands, but they expect a unique and tailored experience,” said Joshua March, CEO and Co-Founder of Conversocial. “This customer experience extends into self-service and our partnership with inSided is strategically important for the industry as we are capturing the power of online communities within a full social customer service platform. It’s bringing together two leaders to create the most impactful and advanced community solution set on the market.”
eir, Ireland’s leading telecommunications provider, is one of the first to adopt the joint solution as a part of the company’s customer engagement overhaul. “As part of our recent rebrand to eir, partnering with Conversocial and inSided allowed us to really raise the bar for customer service on social media and our online communities. We look forward to continuing our work together with these two best in class systems to improve the digital customer experience for eir and Meteor customers” said John Lush, Head of Omnichannel at eir.
inSided is the foremost provider of digital communities, working with global brands such as Sonos, Philips, TomTom, T-Mobile and Hello Bank. inSided helps companies reduce costs, increase brand advocacy, drive sales, and empower their customers by fostering online conversations at every stage of the customer life cycle.
“Our partnership with Conversocial is about pushing the limits of what we’ve come to expect from online communities by infusing them with the power of a comprehensive social customer service strategy,” said Robin van Lieshout, CEO and Co-Founder of inSided. “Communities are maturing and social is opening entirely new modes of peer-to-peer engagement for brands to collaborate with customers and deliver the best customer experience possible. By integrating our platform with Conversocial, we are enabling the most advanced customer engagement and resolution available.”
By Robin van Lieshout
CEO & Co-Founder at inSided, with over 15 years of community experience. Robin is responsible for overall strategy, company culture and finance. Connect on Linkedin