Case study: Webroot
Cybersecurity software company Webroot facilitates customer self-service and improves retention with an online community.
80%
Peer-to-peer support ratio
60%
Community traffic from organic search
Webroot harnesses the cloud and artificial intelligence to protect businesses and individuals against cyber threats. Webroot is a leading cybersecurity provider for managed service providers and small businesses, who rely on Webroot for endpoint protection, network protection, and security awareness training. Leveraging the power of machine learning to protect millions of businesses and individuals, Webroot secures the connected world.
Why a community?
Improving customer retention and reducing support costs were the two main aims of the Webroot community. In particular they wanted a platform where they could combine user-generated content with their own company Support content to create one central self service platform.
What’s more, they wanted the community to be somewhere customers could go to have a fun, interactive and secure place to exchange information and interact with each other.
That’s why inSided fit their needs, and the demands of their users, perfectly.
Check out the Webroot Community.
Results
The Webroot community has seen great results since its launch. Here’s a snapshot of their success:
- Webroot enjoys an 80% peer-to-peer support ratio. In other words, their users are helping each other solve their problems. 80% of all questions on the Webroot community are answered by their users. Not only does this take huge amounts of pressure off their Customer Support and Success teams, it builds loyalty as users tend to trust their peers more than your brand.
- The community is a huge organic traffic driver. 60% of Webroot’s community traffic comes from organic search. This clearly shows that the community is an easily findable one-stop shop for users who want quick resolutions to their queries. Webroot also cleverly publish hot blog topics for their users on the community, which not only provides customers with valuable information, it’s also a great traffic driver.
- Combining their knowledge base and community drives self-service. As user-generated content is combined with company-created content, Webroot customers are able to quickly and easily find answers and information they need. This frees up valuable time for their Customer Support and Success teams.
With inSided, we’re able to run more efficiently while being less reliant on other teams. This is a huge win for us. It’s important to be able to react and make changes as fast as possible in our industry. Everyone at inSided has been great to work with up to this point. We wanted to work with a company that values their customers and view them as true partners—we feel that with inSided.
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Webroot isn’t the only one reaping results. More than 95% of our customers exceed their KPIs. Join the world’s leading brands and start scaling customer success with inSided.
More case studies by inSided
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With a little help from us, T-mobile now owns the largest telecom community in the Netherlands. Over 40% of all support requests are handled on their community.
Results
- $4M annual savings on service costs
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Extreme Networks adopted a community to drive engagement and boost peer-to-peer support—freeing up valuable time for their Customer Success team.
Results
- 91% peer-to-peer support ratio
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Improving customer experience for millions of users
Sonos used inSided to adopt a peer-to-peer support strategy. Today, their community is the starting point for customer care on multiple digital channels.
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- 40% of customers served yearly
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