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 a customer community in 2012. Recognizing that consumers sought fast, simple self-service options, KPN designed its community to serve as a digital knowledge base for its customers.
Today, 45% of the customer questions in KPN’s community are answered by other KPN customers. Because so many community visitors are able to find the answers they need, KPN deflects hundreds of thousands of support calls - and saves an estimated $4 million - each year.
KPN also uses its community for product research and co-creation. By gathering feedback on its products and user documentation, KPN gains new insight into customer preferences and is better equipped to respond to customers’ needs.
But KPN’s community success didn’t happen overnight. It laid the groundwork with the right activation and content-creation strategies, and made a special effort to drive traffic to the community and keep it growing.
- Faster support resolution 600,000 answers found each year in the KPN community
- Customer co-creation ⅓ of community-member ideas implemented by KPN
- Cost savings $4 million in annual support call deflection
Which steps did KPN take to make its community a success?
The right platform
KPN turned to inSided to power its customer community. With inSided, KPN gained a streamlined, user-friendly community, as well as a dedicated team of product specialists to optimize the community’s design and day-to-day operations.
Plus, inSided’s Salesforce integration allows the KPN digital team to create cases and look up customers’ contact history from the community moderation environment.