Why our customers love us

Discover how leading brands use online customer communities to improve their business.

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New partnership with social customer service provider Conversocial

World leader in navigation uses its successful international support community to improve products and reduce costs

tomtom

Global peer-to-peer support in 3 languages

25%

call deflection

5M

yearly visitors

30

product experts

  • global support in 3 languages
  • seamless integration with internal support hub
  • 5 million yearly visits
  • 245,000+ members posted 406,000+ comments in 69,000+ topics
  • 12,060+ questions answered by community members
  • 25% call deflection by using the community as a one-to-many service channel
  • 30 product experts active in the community
  • successful migration from the Lithium community platform

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Largest telecom community in NL, helping T-Mobile to acquire customer feedback and insights, improve products and customer service and save millions

t-mobile

No.1 telecom community in the Netherlands

2.5M

yearly call deflection

4M

yearly visitors

8.5

customer satisfaction

  • 2.5M yearly call deflection and 8.5 customer satisfaction
  • 226,000+ members, 4 million yearly visits (60% via search engines)
  • 20% of customer contact handled by the community (1M+ questions answered yearly)
  • continuous customer feedback improves products, processes, service & satisfaction
  • 25 customer experts answer 50% of questions and produce 20% of all community content
  • active participation by depts. like Billing & Order Management
  • social KB: community fuels website FAQ, device help pages, loyalty programs etc.

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SNS adds a human face to banking while improving products, services and brand advocacy with its online co-creation community

sns

Add a human face to banking with an award-winning social platform

0.5M

yearly call deflection

0.4M

yearly visitors

blog

stimulates participation

  • 500,000 yearly call deflection
  • 14,000 members posted 31,000 comments in 2600 topics which are viewed by 360,000 people yearly
  • active co-creation customers help SNS improve its products, apps, website, etc.
  • supporting weblog delivers interactive PR and SEO benefits and stimulates community participation
  • seamless access with Single Sign On and integration into self-service environment
  • significant PR benefits: community involvement with a marketing campaign helped SNS win a nomination for Esprix Awards 2015

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Large non-profit voluntary organization for child welfare empowers children to provide peer-to-peer support on sentitive and personal topics

kindertelefoon

100% peer to peer support (forum members answer all questions)

750K

visitors
each year

75%

of SEO traffic corporate site

awards

and lots of
press attention

  • 14,500+ members posted 155,000+ comments in 17,500+ different topics
  • 750,000+ visitors each year of which 75% find the forum via search engines
  • 5,000+ questions each year which surpass chat & phone
  • 100% peer-to-peer support: all questions are answered by forum members
  • seamless integration with internal knowledge bank and contact center platform
  • award winning platform the community helped the company win NCCA Customer Service Online Award 2012

Large energy supplier evolving into a 24/7 (self) service provider by introducing the voice of its customers into the organization

eneco

1st energy supplier in the Netherlands with its own customer community

4,500+

topics discussed

10K

comments by some super users

70%

of SEO traffic corporate site

  • 1st energy supplier in the Netherlands with its own customer community
  • 8,500 members posted 65,000+ comments into 4,500+ different topics
  • active super user participation: some super users posted over 10K comments
  • 35,000 monthly visitors of which 70% find the community via search engines (driving traffic to the corporate website)
  • many improvements realized in products, services and communication (e.g. improved customer portal and smart thermostat)

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Insurer improves reliability, transparency and loyalty with a co-creation community which engages customers around insurance claims and policies

fbto

Engage customers around insurance claims and policies

+6.1%

customer appreciation

improved

reputation as a reliable insurer

150+

cases and concepts

  • 150+ cases & concepts received over 14,000 community responses (and 10% of submitted claims paid out after community involvement)
  • improved products & policies after community involvement (e.g. improved marketing communication and terms and conditions for some insurance products)
  • +6.1% customer appreciation of FBTO among people who heard about the community, contributing to its reliable reputation
  • improved transparency and customer engagement via the community helped FBTO win Financial Marketing Award 2012, Dutch Interactive Awards 2012 (nominee) and a lot of press attention

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Multinational bank improves products, services and customer loyalty through conversational research and co-creation

rabobank

Innovate together with your customers in a co-creation community

10K

customers involved

15%

call deflection

19pt.

increase in NPS

  • 10K customers and 190 employees participated in 224 different studies, generating 13,000+ comments in 1000+ topics
  • constant community growth supporting Rabobank’s strategy to involve local banks and their 7,600,000 customers
  • improved products, services & communication optimized process for debit card renewal, improved order forms, enhanced sales funnel, etc.
  • NPS +19 points among participants
  • improved together with customers via co-creation

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Online-only telecom provider realizes a significant reduction in service calls and churn by using an online forum as its primary customer contact channel

simyo

How to become a customer-centric telco and save millions

0.6M

yearly call deflection

25%

customer helps customer

60%

of SEO traffic corporate site

  • 600,000 yearly call deflection
  • 25% customer-helps-customer
  • 8% reduction in churn compared to average base and +47 NPS (highest in NL)
  • 60% SEO traffic to the corporate website is handled by the community
  • improved customer service and stronger customer focus through the forum result in happy customers (8/10 customer satisfation) and award wins (CCDNA Most Customer Centric Telecom Provider 2015, Opiness Best Service Award 2014) and nominations (NCCA Customer Service Online Award 2014)

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Youth label of KPN, saves millions on support costs, drives sales to its web shop and increases engagement with a difficult to reach target group

kpn-hi

Use a customer community as your content marketing engine

1.5M

yearly call deflection

26%

customer helps customer

awards

and lots of press attention

  • 1.5 million yearly call deflection
  • 26% customer-helps-customer: visitors (70% via SEO) find answers provided by customers
  • 86K+ members posted 118K+ forum comments and generated almost 0.5M views on the blog
  • blog fuels content marketing engaging a hard to reach demographic and increasing conversion in the web shop
  • customer insights improves products (like mobile apps), customer service, campaigns and community content
  • the community helped Hi win awards like Grand Esprix 2015, Grand Prix Content Marketing 2014 (silver) and Website of the Year 2014 (nominee)

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Budget telco improves customer contact, churn, product development and call reduction with social customer service

telfort

Increase products, innovation and loyalty with a service community

1.2M

yearly call deflection

0.6M

yearly visitors

60%

of SEO traffic corporate site

  • 1.2M yearly call deflection
  • 530,000+ yearly visitors find answers to their questions (50% provided by customers)
  • stronger customer focus through service, interaction and innovation via the forum
  • facilitated shift to online from service, marketing and research within the company
  • customer feedback via co-creation pilots helps improve products and processes (interactive TV, VDSL, network migrations etc.) and reduces testing costs (with 15K per pilot)
  • optimal findability: 60% of community traffic comes from search engines

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National Dutch railway company uses crowd service to save costs and acquire valuable customer feedback to improve products and processes

ns

1st public transport company with its own customer community

53%

customer helps customer

96%

answer rate within 2 days

continuous

customer feedback

  • 1st public transport company in Europe with its own customer community
  • positive business case achieved within the first year of operation
  • continuous customer feedback: qualitative insights improve products & services and create opportunities for marketing and customer satisfaction
  • 76K+ comments posted in the first year by 17K members in 14K topics with 9 super users responsible for answering 30% of questions
  • 53% member-helps-member and 96% of questions answered within 48 hours (against an industry benchmark of 75%)

Community Success Book

Discover how leading brands use online customer communities to improve their business.

Community Success Book

support
costs

finding
knowledge

time to
market

successful
innovation

customer
satisfaction

customer
retention

revenue
growth

We are really satisfied with the cooperation with inSided. Their excellent development team and project manager delivered on time, before our deadline. Agile processes combined with a professional attitude resulted in a smooth migration. inSided will help us to provide the highest levels of social support in 3 languages across multiple channels and ensure we hit our targets for our most important KPI - customer satisfaction.

Clive Millington

Clive Millington

TomTom

In about five years’ time webcare will no longer be called webcare and online customer interaction will be the main link between customer and company. Available 24/7, used by all levels within the organization. Conversations with and between customers are leading organizational changes and determine process improvements, proposition development, product innovation and the discovery of new opportunities, markets and segments. Webcare is a way of working for a large, broad group of people, both internally and externally. They are pioneering our transformation to becoming a social business.

Ruud Huigsloot

Ruud Huigsloot

T-Mobile

The co-creation process really takes off once the community gets going. It gave me a lot of energy seeing how local members participated day by day in this online community. Our customers really showed they wanted to participate but it was a slightly bigger challenge to create company engagement with the Rabobank. Creating employee commitment is essential for the community's success. We are proud of our team, the community and of the results achieved.

Paul Mutsaers

Paul Mutsaers

Rabobank

For an online brand like Simyo, it is important to provide service through an online platform. A tangible ROI is achieved through a reduction of calls and more customers are being served through the forum than through other service channels. The structured content and visibility of the information make sure a large part of our customers find an answer to their questions through the forum, without contacting the other, more expensive, service channels.

Onno van der Poel

Onno van der Poel

Simyo

The community allows Telfort to improve its products and services. This is extremely valuable to Telfort and to our customers. The organization saves on costs (for example through call reduction) and has the opportunity to show what it stands for. It is also wonderful to see how customers brainstorm to find solutions with us. Telfort has many regular forum members who are greatly appreciated, because they keep us on our toes thanks to their critical contributions, demonstrating their expertise and loyalty by helping other customers.

Hugo de Vries

Hugo de Vries

Telfort

The SNS community gives us a unique chance to start real in depth conversations with our customers. We receive great feedback and suggestions from our community members that make it possible to create better products and services. The community is therefore a valuable asset for many employees.

Wanda Catsman

Wanda Catsman

SNS

We evolve from a supplier of commodities to an energy service provider. That is a challenge and a risk. But if we do not change we remain in commodities, which is not an option. We strongly believe that service is our future. Services and commodities are totally different things. This change requires new skills of our people and an open culture where all units are in contact with each other and the customer.

Guido Dubbeld

Guido Dubbeld

Eneco

Many customers encounter identical dilemmas. Through several different channels (in particular phone and email), the same questions are answered time and again. On a forum, this information is always readily available. Customers can easily find answers, particularly through Google. There is also more room for background information. We will now be positioning the forum as a high-quality service channel. In effect, we would like to engage with our customers continually!

Merel van den Boomen

Merel van den Boomen

NS

Recognition

We help companies to modernize support, accelerate sales, differentiate their brands and become more customer-centric, which has resulted in a lot of positive PR and awards won.

simyo

Most customer-friendly company in the Netherlands

fbto

Most customer-friendly insurer in the Netherlands

sns

Most customer-friendly bank in the Netherlands

kpn-hi

Grand Esprix 2015, category ‘Telecom and Utilities’

sns

Nominee Esprix Awards 2015, category ‘Financial’

simyo

CCDNA Most Customer Centric Telecom Provider 2015

fbto

NCCA Social Media Service Award 2015

simyo

Nominee NCCA Customer Service Online Award 2014

kpn-hi

Silver, Grand Prix Content Marketing 2014

simyo

Opiness Best Service Award 2014

t-mobile

National Contact Center Award 2013

fbto

Nominee Dutch Interactive Awards 2012

fbto

Accenture Innovation Award 2013

kindertelefoon

National Contact Center Award 2012

fbto

Financial Marketing Award 2012