Case study: Soundcloud

How to use a help forum as the preferred, fast and simple online help channel to jointly solve problems and share experiences

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SoundCloud, the world's leading social sound platform, was seeking to provide more scalably to thousands of creators and 175 million monthly listeners. In order to sacrifice great support without expanding headcount, SoundCloud built a customer community with inSided that enables its users to jointly solve problems. 
Since sharing is key for SoundCloud they launched a Help Community in October 2014 as a place for people to interact with SoundCloud and its community. SoundCloud users can join the conversation and ask other community members for help when they need it. Moderators and other listeners are available to help out, share their tips and tricks, and provide feedback.
Facts and figures:
  • 2M annual visitors

  • Quicker answers, less duplicate content

  • 82% of new visitors come from organic search

We are very happy with the way the project was managed, both from a purely professional side and a cultural fit between SoundCloud & inSided point of view.

Mathis Peckedrath

Community Manager at SoundCloud