CSM Meetup Ams April
Scale 2 min read

[EX] How Online Self-Service Speeds Time to Resolution

Sample Hubspot User • May 6, 2019

What we loved in 2018

Our amazing customers

We’ve been thrilled to add over 30 amazing new customers and updated communities to our roster during 2018: TUI, Extreme Networks, MEO, Moche, Coursera, Velcom, A1, Cashfac, KPN, Plume, Deezer, Koodo, Huawei, Hallon, O2, Telfort, T-Mobile, Vodafone, Infoland, Smart Mobility, SoundCloud, Cumulus Networks, Neff, Ben, ID Mobile, Mint, FBTO, Nutanix, and Swann!

Pro tip: Check internal documentation for things your customers might not even know yet. Share shortcuts / tips & tricks

Our innovative events

In May and again in November we welcomed 45 customers to our beautiful Amsterdam location for more inSpired innovation labs. Inspiring conversations about running successful communities and debates on topics like activating, engaging and delighting users were happening once again in our World Café. We absolutely love learning from our valued customers and helping them share best practices with each other, so thanks to all who attended, and stay tuned for more inSpired innovation labs coming in 2019!

Help Scout’s definition of customer relations is the company-wide process of nurturing positive relationships with your customers; the sum of all customer interactions or customer experiences.
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Clive Millington

Someone From Sonos
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Welcoming our customers with a yummy coffee cart

Our innovative events

In May and again in November we welcomed 45 customers to our beautiful Amsterdam location for more inSpired innovation labs. Inspiring conversations about running successful communities and debates on topics like activating, engaging and delighting users were happening once again in our World Café. We absolutely love learning from our valued customers and helping them share best practices with each other, so thanks to all who attended, and stay tuned for more inSpired innovation labs coming in 2019!

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The Community Platform Comparison Guide

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Our exciting partnerships

In November we teamed up with CSM stalwarts Gainsight at their European event Pulse in London and our Global Strategy Director, Bart Meerdink delivered a pretty inspiring presentation that has since been rocking the world of self-service … well done to Bart who developed the concept of the SaaS maturity model and has since brought it back to the Amsterdam circuit where it is now influencing some of the globe’s hottest startups!

1. Customer-journey consistency

The more varied the customer experience, the less effective it is. The more consistent a company — and its team members are — in how they interact with their community, the more interested customers are in continuing the relationship.

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2. Communication consistency

Companies that follow through on promises stand out in the minds (and hearts) of customers. The worst thing for a relationship is to fall short of a customer’s perceived expectations, even if the expectations are not explicitly mentioned in a contract or agreement.

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By Sample Hubspot User

Self-service community expert and writer at inSided. Passionate about sharing the value and impact of customer-driven help centers, and enabling brands to get it right. Connect on Linkedin

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