Case study: KPN

Offering a world-class support experience with a customer community

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  • 5M

    Yearly visits

  • $4M

    Savings each year via
    peer to peer support

  • 600K

    Answers found
    on the community

KPN delivers mobile, landline, TV and internet service to millions of customers in Europe. Facing fierce competition in all of these areas, KPN is under constant pressure to offer a world-class experience to both its B2C and B2B customers.

This challenge is what led KPN to launch an customer community. Recognizing that consumers sought fast, simple self-service options, KPN designed its community as a digital knowledge base for its customers. Today, 45% of the customer questions in KPN's community are answered by other KPN customers.

Facts and figures:
  • 45% of questions answered by other customers

  • 1/3 of community ideas implemented by KPN

The inSided platform makes it easy for KPN to surface the right answers to customer questions. Where the real value of the community lies is that it is both a 1-to-1 and a 1-to-many service channel. When we help a customer on the community, we’re actually helping 50, 60, or 70 customers.

Thomas Pel

Social Innovation Manager at KPN