Case study: Infoland
Software vendor Infoland successfully scales customer support with the help of its own community
Infoland provides quality and risk management software that allows users to work smarter, safer, and more efficiently. Every day, about 350,000+ people use their software across 500+ organizations.
But Infoland’s ambitions do not stop here. Infoland enjoys a steep growth path—planning to achieve 15 million end users across the globe by 2030. But as many software businesses experience—with growth comes growing pains. Infoland enjoys very high ratings for its customer support. In order to achieve their growth goals, Infoland needed to efficiently scale their user support offering to provide high quality support, without increasing the size of their support department.
Visit the Infoland Community.
Infoland implemented inSided’s community platform and began focusing on 4 initiatives:
1. Build a user community to drive engagement – they launched their customer community at their annual user event and invited all users to participate and exchange knowledge and ideas.
2. Make their community platform the central destination for support – in the past, support was provided primarily through the support desk and a knowledge base. Infoland is now making their knowledge articles available on inSided’s community, creating a single support destination that combines company created knowledge base articles and community created articles, making it so much easier for their users to find the answer to their questions.
3. Implement in-product support on all 3000 pages of its product suite – thanks to the inSided platform’s in-product support, Infoland users get support right in their software—where the most relevant topics are helpfully pre-selected for each page. The in-product support functionality is replacing all current help functionality and therefore creating one single repository for all users.
4. Make inSided’s community platform accessible to their service desk agents – in-product support is also integrated with Infoland’s service desk system, Zendesk. This allows support agents to see if there are any related questions or answers in the community when they are resolving complex user issues.
Just 6 months after go-live, Infoland is already seeing these benefits:
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