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Expand Your Help Content’s Reach: 3 Tips to Get More Views

Online self-service delivers benefits for brands and consumers alike. So how do you get more people noticing, reading, and sharing your online help content?

November 10, 2017

Why Online Self-Service Is the New Reality for Businesses

The customer service landscape is being reshaped by digital, primarily because consumer preferences are changing. Seventy percent of consumers expect brands to offer online self-service options.

October 26, 2017

3 Hidden Tricks to Turn Customer Service Experiences Into Referrals

Providing great customer service can help you attract new business. Here’s how to leverage the experiences of your existing customers to sell more effectively to others.

October 16, 2017

How to Infuse User-Generated Content Into Customer Service

Bringing user-generated content into your customer support organization results in better-quality support at a lower cost. Get started on infusing UGC into customer service with these three tips.

October 09, 2017

What the F*Q? How dynamic user generated content beats static FAQs

T-Mobile leverages user-generated content in its online FAQs for better SEO, more pageviews, and reductions in support calls. Here’s why UGC is such a powerful addition to online customer service.

October 02, 2017

Why 9 in 10 Consumers Rely on UGC When They’re Low in the Funnel

Now more than ever, consumers rely on user-generated content when they are researching purchases. The reason: UGC offers authenticity that branded content can’t match.

September 25, 2017

What the Age of the Customer Means for Digital Business

With the rise of the internet industry, businesses in nearly every vertical are being digitally disrupted. At the same time, competition is fiercer than ever—meaning that brands must become customer-centric to stay relevant.

September 20, 2017

The Value of Real People’s Opinions: Why User-Generated Content Is So Popular In These 6 Categories

User-generated content is hot right now, and with good reason. Consumers trust other people’s opinions much more than branded content, which means UGC is a powerful tool for building trust with prospects and customers.

September 18, 2017

Why Educating Your Customers Results In Higher LTV

Customer lifetime value is a critical success metric. Only when you know how much your customers are “worth” can you determine how much you’re able to spend acquiring them.

September 14, 2017

What the Success of Rotten Tomatoes Says About the Power of Content

Rotten Tomatoes has been aggregating professional movie and TV reviews since 1998—and even though it has just 36 employees, it’s gotten the attention of the entertainment industry’s biggest players.

September 12, 2017

The Hidden Connection Between CX and Revenue in Telecom

Customer experience is critically important in the telecom industry, which has many entrants offering a standardized product (voice, text, and data). Now, there’s firm evidence that better CX in telco leads to higher sales.

September 08, 2017

Is Customer Obsession the Future of Retail?

The retail sector—a huge driver of economic activity in the US—has already undergone a seismic shift with the rise of online shopping. And the shakeout isn’t over.

September 07, 2017

Yes, Millennials Are ‘Killing’ the Economy. Transparency Is Your Lifesaver

If you believe what you read, Millennials like myself are responsible for ‘killing’ a number of industries—quick-service dining, hotels, autos, and more.

September 05, 2017

Growth Hacking Through CX: How Focusing on Customer Conversations Leads to Higher Revenue

Engaging customers via conversations is a reliable way to improve the customer experience (CX), and as a recent Forrester report suggests, CX improvements lead to measurably higher sales.

September 01, 2017

The Secret of Great Customer Service on Mobile: P2P Conversations

A large majority of consumers use their smartphones to seek out support from brands—but the mobile support experience is sorely lacking. Peer-to-peer conversations, by making support more friendly and personal, can help close this experience gap.

August 30, 2017

Launch Pad: 3 Community Launch Lessons from Tuenti, Eneco, and T-Mobile

There are many benefits to harnessing customer conversations. Online conversation platforms like inSided help brands produce user-generated content at scale—while simultaneously allowing customers to give each other advice and assistance.

August 28, 2017

3 Reasons Why M-Commerce Needs Community Conversations

If you’ve bought something online using a mobile device, you’re in good company. More than two-thirds of online shoppers will make a purchase from their phone this year, Statista projects.

August 25, 2017

Activate Your Brand Enthusiasts: 4 Tips for More Effective Digital Marketing

Brand enthusiasts are a powerful marketing resource—but you need the right systems and processes in place to truly harness brand advocacy.

August 23, 2017

Improve Customer Communication Today With These 3 Tips

Clearly communicating your value proposition educates prospects about why they should pick you over a competitor, and helps customers understand why they should keep doing business with you.

August 21, 2017

User-Generated Content at Scale: Capturing Value With Conversations

User-generated reviews, how-tos, and advice improve customer engagement throughout the buyer journey—especially when they can be collected and shared at scale.

August 17, 2017

3 Success Tips for Building a Terrific Online Knowledge Base

Building a trove of online educational content can pay dividends far into the future, our data shows.

August 15, 2017

5 Digital Transparency Tactics: How to Enhance Transparency With a Community

Because they are designed to encourage conversation, communities are incredibly effective at increasing transparency.

August 11, 2017

What 3 NPS Leaders Have In Common: A Focus on Digital Engagement

The three highest-Net Promoter Score telcos in the Netherlands share a focus on digital— and just as importantly, they all use customer communities powered by inSided.

August 08, 2017

The New Wave In Customer Communities: Leveraging Community Content Across Channels

The era of standalone online communities is over.

August 03, 2017

An IoT Community in Action: Utility Eneco Builds Relationships Around Its Smart Thermostat

We talked last week about the value that community conversations can add for organizations in the internet of things (IoT) space. One inSided customer that’s leading the charge for greater connectivity in IoT is Eneco, a Dutch energy supplier.

August 01, 2017

Build a Better IoT Shopping Experience With Community Conversations

Connecting devices via the internet of things (IoT) will result in safer roads, more comfortable homes, and greater energy efficiency. IoT is also poised to be very big business.

July 27, 2017

The Future of Connectivity: Enhancing IoT Support With Customer Conversations

The internet of things (IoT) era is here, bringing with it many new opportunities for connectivity between both people and devices.

July 25, 2017

3 Reasons Communities Accelerate Product and Service Innovation

Your customers are eager to help you innovate. The question is, are you tapping into their knowledge and insights?

July 21, 2017

How One Innovative Telco Improves Customer Service With Its Own Customers!

Simyo is an online-only telecom operator in the Netherlands. In a competitive telecom market, maximizing customer satisfaction is a priority for the company.

July 19, 2017

P2P FTW - How Conversations Enhance Service and Generate Savings

Conversational service leads to better outcomes for both customers and brands.

July 14, 2017

3 Benefits That Great Design Delivers in a Customer Community

Hope to make your community a success? Don’t neglect the design and layout, our data shows.

July 13, 2017

The Future of Online Commerce Is Conversational

In the brick-and-mortar era of commerce, pre-purchase questions were addressed by real people. Someone would come up to you in a shop and ask, “How can I help you?” In other words, shopping meant engaging in actual person-to-person conversation.

July 12, 2017

2 Key Strategies for Maximizing Peer-to-Peer Support in Online Customer Communities

In our experience, improving customer care is one of the most common drivers for a brand to adopt a community. Indeed, two-thirds of companies with a community say higher customer satisfaction is one of their primary goals.

July 06, 2017

3 Ways Communities Deepen Engagement on the Consumer Path to Purchase

At a time when the organic reach of brand social posts is on the decline, you need a better way to engage customers. Communities have the content and tools to help you do so.

July 05, 2017

How Communities Drive 4X More Conversion Than Social

To drive traffic to your website—and convert visits into sales—a community can be much more effective than conventional internet advertising, our data shows.

July 03, 2017

How 18 Leading Telcos Generate Long Term Business Value With Their Community

As the head of inSided’s consultancy team, I help dozens of telecom brands maximize the value of their customer communities. The organizations I work with activate communities for a variety of reasons: Some leverage their community as a support channel, while others use theirs for marketing and engagement. Still others aim to conduct research and co-creation with their customers.

June 30, 2017

3 Community Tactics To Enhance B2B UX Research

Because it incorporates so many discrete elements, user experience (UX) research is a complicated endeavor. Yet even if you have dedicated UX resources in your organization, you can leverage a community for a better, more holistic understanding of customer needs.

June 21, 2017

4 Ways Communities Boost B2B Customer Advocacy

Customer communities are widely used in both B2C and B2B to provide after-sales support—and by fostering brand advocacy, they can add value before the sale, too.

June 19, 2017

3 Ways Communities Improve B2B Customer Onboarding

Onboarding is an essential component of B2B customer success—and customer communities have a major role to play in making (and keeping) new customers satisfied.

June 16, 2017

Power to the People: How Eneco’s Community Connects Utility Customers

Around the world, ordinary people are taking charge of their energy future. In New York—home of inSided’s US headquarters—apartment dwellers are trading clean-energy credits with each other. In China in 2013, citizens successfully protested the construction of a uranium-processing plant. And in the Netherlands, utility Eneco is leveraging the social web to engage its customers in a novel way.

June 12, 2017

5 Essential Elements of a Great Customer Community

The inSided platform hosts successful customer communities on both sides of the Atlantic. The KPN telecom community, for example, deflects hundreds of thousands of support calls each year. On the Sonos community, 40 percent of customer questions are answered by other customers.

June 09, 2017

3 Ways Communities Boost Engagement in the “Omnichannel” Consumer Journey

Two-thirds of consumers look to other people’s opinions when making buying decisions. At the same time, Google says, 60 percent of people begin shopping on one device but ultimately make a purchase on another one.

June 06, 2017

Handling the Haters: 5 Community Management Tips

Luckily, haters are still quite rare within customer communities. In the past 5 years, we at inSided have seen just 2 out of a million community users get banned.

May 18, 2017

Keeping Up With Digital Natives: Modernizing Customer Support for Millennials

A lot of ink has been spilled on the topic of Millennials—the generation born between the early 1980s and the late 1990s. Are they really different from the generations that precede them?

May 11, 2017

Social Media: Are You Building on Borrowed Ground?

For brands, social media is a minefield. As we’ve seen in the past 15 years, social networks can come and go practically overnight. It’s hard to develop a media plan when you’re unsure about a channel’s long-term viability.

April 26, 2017

inSided USA HQ in New York—Entry into North American market

We are extremely excited to announce the opening of our USA headquarters in New York. With this, inSided is entering the North American market for community engagement platforms.

January 26, 2017

inSided € 6M Series A Investment Round—Founders’ notes

Today we announced our first round of venture funding. These are super exciting times for inSided, our customers, the entire team and also for ourselves, as founders. With this blog post, we wanted to share a little bit of the background story.

February 24, 2016

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