Customers don’t just want self-service, they expect it
With a community, users can quickly resolve issues without contacting you
Deliver successful self-service with a community
80% increase in customer engagement
40% of all support questions answered by users
50% reduction in support tickets
Finally, customer engagement that adds value
- Customers answer each other’s questions and share best practices on your dedicated user community
- This peer-to-peer activity not only reduces support tickets coming in, but increases your users’ engagement levels with your product
- As your peer-to-peer support ratio increases, time is freed up for your team to focus on more valuable tasks
- Users trust their peers more than your organization, so let engagement on your community enhance support and customer loyalty.
Dramatically reduce support tickets
- Combining a customer community with a powerful knowledge base means that users continuously find the answer they are looking for, effortlessly.
- Communities reduce your support tickets by 50% by facilitating self-service—with federated search across all your resources, answers are always at users’ fingertips
- Customers benefit from all your success and support content on demand—whether user generated or company created.
- Intuitive in-product support provides the best answers, every time.
Easily escalate complex questions to your ticketing software
Seamlessly integrate your community and ticketing system to create support tickets from community posts with one click.
Check out our other integrations
eBook: Customer Success in the age of self-service
Get the eBook and find out:
- Why self-service is the key to boosting Customer Success
- 5 strategies for facilitating effective self-service
- How to unlock customer insights to increase your Customer Success metrics
- How to provide all of your Customer Success content in one, easily accessible place
We were already known for our high quality support, and that is something we want to keep providing, even with the high growth that we are experiencing now. With inSided, our customers can get excellent self-service with the help of their peers. This enables our support team to focus on the more complex requests and create new valuable content. Our efficiency and effectiveness increased significantly!
Here’s how we’ve helped
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