Case study: Sonos

How to reduce support costs, improve product testing, and streamline the purchase path

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A pioneer in full-home sound systems, Sonos aims to provide the highest-quality home audio products. The Santa Barbara, California-based company's laser focus on customer experience is their social support strategy, with an inSided community at its center.

Sonos wanted its community to be the primary point of contact for customers in need of support. Less than two years after partnering with inSided, the Sonos community serves more than 1 million users per year. The community now handles 40% of Sonos' support interactions, helping the company save millions of dollars annually.

Facts and figures:
  • 300.000 annual pageviews in 'What to get' forum

  • 15.000 co-creators in 'beta' community

  • 40% of all support contacts handled on community

The community is our next bet for the future, so when a customer starts with care, he’ll start on the community.

Denny Haayen

Director of Global Customer Care at Sonos