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Discover why 95% of our customers exceed KPI's

We go the extra mile for your success. Our proven method towards customer success shows that inSided is more than just a platform. We are your partner in growing successful self-service communities.

Our success approach

Success is more than choosing the right technology. It is a mindset and we are your dedicated partner. We’re committed to providing a great kick off, continuous growth, focusing on ROI and creating a world class team.

Margriet Paagman

VP Customer Success at inSided

Case studies

Discover how leading brands use online conversations and customer communities to improve their business & influence customer experience.

Pipefy-logo-black
Creating one central hub for the customer experience

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

  • 95% of support inquiries are solved by peers

  • 45% attendance rate to community events

  • Using the Productboard integration to centralize customer feedback

Read Case Study
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Increasing self-service rates and building stronger customer relationships through community.

T-Mobile USA is one of the largest telecom operators in the USA. Their mission is to put customers first and they’ve changed the wireless industry because of it. Sticking to their mission and making good on their promise to customers, T-Mobile is building their customer-first future with the help of  community.

Results

  • 70% organic traffic

  • 82% of support enquiries solved by peers

  • 96% of content is user-generated

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Thinkwise-logo
Creating a central hub for customers and facilitating engagement at scale

By implementing inSided, the Thinkwise Community became the central hub linking to all customer education and Customer Success material such as documentation, knowledge base, and ideation.

Results

  • Reduced pressure on the Support team thanks to a self-service environment

  • A thriving community used by both employees, partners, and customers

  • An evolving product ideation model resulting in 10-15 new ideas per week

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bizzabo_logo
Implementing a scalable customer feedback model

By implementing inSided's Customer Feedback model, Bizzabo streamlined its feedback collection process, increased collaboration with Product, and delivered an ever-improving customer experience to the Bizzabo community.

Results

  • 370 unprompted ideas submitted during first year of implementation

  • Customer feedback tied to ARR using the Salesforce integration for easier prioritization

  • Community team can push ideas to the relevant product owners using the Slack integration

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mixpanel_logo
Driving retention and product adoption through community

Mixpanel's QBQ community implemented inSided's Customer Success Community and now drives Retention and Product Adoption through community programs.

Results

  • 30% higher conversion rates to paying customers

  • 40% higher retention rates with Community Users

  • 43% increased Feature Adoption and Product Usage with Community Users

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gainsight-logo
Gainsight’s community-driven product feedback loop

When Gainsight approached us, we were delighted. As a Customer Success Community platform on a mission to improve Customer Success in SaaS, having Gainsight choose us as their community platform further cemented our belief that community is (and always should be) at the heart of Customer Success.

Results

  • In 2019, Gainsight gathered—and implemented—over 70 customer ideas

  • Community at the heart of product development

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Tre Sweden
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

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logo-extreme
Increasing customer self-service while maintaining quality support

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

  • 86% community traffic from organic search

  • 62K community sessions per month

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Logo-infoland
Scaling customer support with a community

Smart software solutions vendor Infoland implemented inSided’s community-powered Help Center to increase engagement and provide better support to their customers.

Results

  • 50% of users are community members

  • Customers respond to 40% of community questions

  • 31% of users now prefer online self-service over contacting agents

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logo-sonos
Improving customer experience for millions of users

Sonos uses inSided to adopt a peer-to-peer support strategy. Today, their community is the starting point for customer care on multiple digital channels.

Results

  • 40% of customers served by the community

  • 6.5M yearly visits

  • 85% SEO traffic

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webroot_logo
Facilitating self-service and increasing customer retention

Cybersecurity software company Webroot wanted a community where they could combine user-generated content with their own company content to reduce support costs and increase retention. 

Results

  • 80% peer-to-peer support ratio

  • 60% community traffic from organic search

  • Combined community and knowledge base that powers customer self-service

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logo-T-mobile
Cutting support costs with an online community

With a little help from us, T-mobile runs the largest telecom community in the Netherlands. About 40% or all support requests are handled by their community.

Results

  • $4M annual savings on service costs

  • 400K monthly visits

  • 65% of questions answered by customers

Read Case Study
logo-inSided-svg
A one-stop shop for all customer success

Learn how we use our own inSpired community to stimulate product adoption, engagement and knowledge sharing.

Results

  • 100% of customers regularly visit inSpired

  • +250 ideas submitted to product team

  • 20% of content created by super users

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logo-kpn
Offering a world-class support experience

KPN delivers mobile, landline, TV, and internet service to millions of customers in Europe and are under constant pressure to deliver a world-class experience.

Results

  • 5M visits annually

  • $4M annual savings on service costs

  • 45% of questions answered by customers

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logo-Telfort
Doing things better, smarter and differently

At Telfort learning from customers is the key focus. Using their community, Telfort improved their products and customer contact, and reduced support calls.

Results

  • €1M annual savings through call reduction

  • 528K visitors find answers on the forum yearly

  • 50% peer-to-peer support

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logo-eneco
Pioneering customer engagement in the energy sector

How do you get excited about an energy company? This was Eneco's biggest challenge until they partnered with inSided to jumpstart customer engagement.

Results

  • 40K+ questions answered

  • 35K monthly visitors

  • 5K+ community members

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logo-simyo
Transforming your community into your number one service channel

At Simyo more customers are assisted through the community than by email or calls. The answers they are given remain accessible to other customers, turning the forum into an ever-growing knowledge bank.

Results

  • €50K monthly savings on service costs

  • 45% of customers served on the forum

  • 23K customers served monthly

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logo-sns
Improving service, products and brand advocacy with an online community

The SNS community promotes co-creation with customers, answering questions, and providing a platform for discussion and exchange of news.

Results

  • €500K annual savings from call deflection

  • 25% peer-to-peer support

  • 360K visitors per year

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logo-soundcloud
Scaling quality service for 175 million listeners

Soundcloud leverages their 175 million monthly users to provide relevant answers in a highly scalable way and provide great support without increasing their head count.

Results

  • 48% peer-to-peer support

  • 2M yearly visits

  • 82% of traffic via organic search

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Show more

Take a look at some stunning customer communities

Our customers create beautiful and incredibly diverse communities on the inSided platform. Here are some examples:

gainsight-community
B2B Software

Gainsight

mixpanel-community
B2B Software

Mixpanel

zapier-community
B2B Software

Zapier

See more inspiration

Leading brands are already using inSided

Leading brands are using our solution. Check out how companies like SoundCloud, T-Mobile and Sonos derive value from their communities. Maybe we're a fit for you too.

Our success approach

“We are really satisfied 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.”

Clive Millington

COO Consumer Division

We go the extra mile for your success

inSided is not just your platform, we are your partner in growing successful businesses through successful customers. We facilitate success through an onboarding program, providing a dedicated CSM for each customer, events, infinite access to our knowledge base and membership to our inSpired community.

Read more about our customer success approach

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