Customer engagement: a SaaS business superpower!
Engaged customers are loyal customers, and loyalcustomers are good for your bottom line. Beat their expectations and create champions for your business.
Transform the way you and
your customers engage.
Deliver memorable, positive, and personalized experiences with a Customer
Success community.
Boost engagement & customer success
- Easily connect users with their peers and your organization, for fast answers and inspiration
- Let users share best practices in an open, secure forum, where they talk openly with trusted peers
- Enable users to help each other—on a one-to-many basis—reducing support tickets by up to 50%
- Provide product news and feature updates and engage in helpful dialogues with your customers.
- Use your online community to publish and promote an event to your user base, while keeping the conversation going long after the event is over.
Build customer loyalty & advocacy
- Show your customers you care. Capture their concerns and actively help them
- Prove that you value your users’ time. Let them quickly find answers themselves (and deliver answers before questions are asked)
- Use gamification to capture inspiration and shine a spotlight on your expert users
- Let your customers contribute to—and vote on—your product vision, and build the product they need
Fully integrated
- Integrate with Customer Success solutions like Gainsight to create a 360-degree view of the customer, including support and community behavior
- Integrate with tools like Salesforce, Mixpanel & Zapier to provide insight into engagement, behavior and sentiment at account and contact level
eBook: How to Keep and Grow Your Customers
Get the eBook and find out:
- How to boost customer engagement and drive retention
- Three simple ways to facilitate customer self-service
- What tools you need to have in your Customer Success tech stack
- How integrations take your Customer
Success to the next level
Unlock customer engagement data
- Salesforce integration allows you to associate the individual community member with the Contact Account, so you can aggregate engagement data about the company as well as the user.
- Understand which customers are interacting with community content, what they are finding useful (or not) and how recently they have been active in your community.
- Identify gaps in your success content while easily tracking which customers might need extra guidance or support.
We use community as a tool for gathering customer input on the product, as well as helping our Support and CSM teams to scale, by increasing our customer’s ability to self-serve.
Using community as a key channel for high-touch strategy
Cognite enables asset-heavy industries – like oil & gas, power & utilities, and manufacturing – to make better use of their data to improve the efficiency and sustainability of operations. With substantial contracts and a growing customer base, Cognite discovered community as a solution for self-service and engagement among customers.
Results
- 99% of all customers and partners registered
- 51% increase in engagement from externals
- 60000 + pageviews
How Gong uses Community to Fuel ARR and Customer Retention
Revenue intelligence platform Gong wanted to provide its customers with a space to connect and learn from each other. They found that it resulted in customer retention, product stickiness, and even influenced ARR.
Results
- 36% of accounts are in community
- 20K unique visitors
- 1,200 1:1 meetings have occurred
- 3,000 registered community members
Leveraging Community for P2P Support and Unlimted Subject Matter Expertise
In June 2020, Pipefy launched their community with one goal in mind: to decrease the number of support tickets and put self-service and peer-to-peer support at the heart of the customer experience. One year later, nearly 95% of support inquiries are solved by peers.
Results
- 50% growth Year over Year
- 85% replies to questions
- 65% are marked with an answer within the same month
Join leading software companies using inSided’s customer engagement platform.
Our product experts are happy to answer any questions.
Read more about our success approach.