The world’s largest telecom providers increase self-service with inSided
Improve the customer experience and scale support with an online community
A community platform built for Telcos
40%
Reduction in service costs
60%
Peer-to-peer support
10%
Increase in organic traffic
Improve customer experience while reducing support costs
Enjoy all the benefits of an enterprise grade community platform: advanced moderator workflows, rich content, CRM integrations and backend systems.
Drastically increase customer self-service
Identify the best answers from expert customers. Store them in a dynamic and growing knowledge base so customers can easily find answers and you never have to respond to the same question twice.
Create a trustworthy, user-generated knowledge base that’s always up to date
You’ll be surprised how many customers contribute outstanding tips and how-tos — sometimes even better than your own team.
One SaaS platform that seamlessly matches your brand
Our platform is easily configurable and automatically updates so there are no hidden development costs. We even provide answers to over 40% of incoming support questions, right out of the box.
T-Mobile: Cutting support costs with an online community
With a little help from us, T-mobile now runs the largest telecoms community in the Netherlands. Over 40% of all support requests are handled on their community.
The results speak for themselves:
- $4.3M savings each year through peer-to-peer support
- 65% of all queries answered by other customers
- 2.8M questions answered annually
Product highlights
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Online Community
Provide a one-stop shop where customers instantly get answers to their burning questions while sharing best practices and expert knowledge.
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Knowledge base
Deflect up to 40% of support questions, and measurably improve the customer experience with a central knowledge base that stores your own help content as well as the best answers from your customer community
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In-app Support
Give customers easy access to the best answers by offering highly relevant support content anywhere on your site.
Integrate with Support and Analytics tools
- Build the complete customer picture: Sync and combine community data with business data in Salesforce
- Streamline your customer support workflow: Escalate tickets and search community content with Zendesk
- Unlock richer community reporting with Google Analytics
- Our integrations don’t stop there—combine your community with your favorite tools from Slack to Zapier to Jira and many more…
For an online brand like Simyo, it’s vital to provide service through an online platform. We achieved a tangible ROI through a reduction of calls and more customers are being served through the community than through other, more expensive, service channels.
Don’t just take it from us
For years inSided has helped telecoms companies reduce service costs and enhance the customer experience. Here’s how we’ve helped:
Cutting support costs with an online community
With a little help from us, T-mobile now runs the largest telecoms community in the Netherlands. Over 40% of all support requests are handled on their community.
Results
- $4M annual savings on service costs
- 180% lower contact ratio
- 2.8M questions answered annually
Cutting Support costs and increasing self-service with an online community
Tre Sweden’s online community is a one-stop-shop where customers share best practices and easily find answers to their most burning questions. It has quickly become a vital element of their Customer Support function.
Results
- €660,000 annual savings on Support costs
- 12,400 community questions answered monthly
- 42,000 monthly community sessions
Enhancing customer experience and improving service quality
At A1, full focus is on enhancing customer experience and improving support quality. Their community has achieved that for them, plus it generates valuable sales leads.
Results
- 31% of buyers engage on the community
- 85% peer-to-peer support
- 1.5M yearly visits