Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Merel van den Boomen • merel.vandenboomen@ns.nl • @merelvdb
Bart Meerdink • bart.meerdink@insided.com • @bart_meerdink
Fro...
1
spoor
Merel van den Boomen & Bart Meerdink
Watch video: www.youtube.com/watch?v=YNJFQHQCEtw
About NS
1M+
travelers per day
. . .
. . .
6M
customer contacts
per year
4,376
train related flirts
per year ;)
500k
trave...
NS is a useful and inspiring travel companion
which helps you to personalize your journey.
Wherever you are.
Online as primary
channel
Self-service first
Excellent human
assistance when
desired
‘14: Start pilot ‘15: 3y buca achieved in y1
‘17: Leading in new digital
strategy
‘15: Full launch & going public! ‘16: Fu...
Forum iskeyinourservice mix
12
super users generate
25% of all comments
1.5M
call reduction
per year
52%
peer-to-peer
supp...
Get your customers advice and
support from real experts
Provide your customers relevant and trusted advice from the best
p...
Italready happens inthe community!
25%
% of topics on subscriptions
Advice &support from experts narrows the conversion gap
0.00%
5.00%
10.00%
NS all users Community traffic
4.55
9.22
+2% of...
Advice &support from experts increases order value
Averageorder
value
€ 0.00
€ 50.00
€ 100.00
NS all users Community traff...
Partnership 2018&beyond
• Add conversational commerce instructions to
moderation playbook, improve tagging and
optimizatio...
The future of online commerce & service
is conversational
Merel van den Boomen
Bart Meerdink
#inSpiredEvent2017
Email: merel.vandenboomen@ns.nl / bart.meerdink@insided.com
inSpired Event 2017 - NS (Dutch Railways) - From service forum to revenue driver
inSpired Event 2017 - NS (Dutch Railways) - From service forum to revenue driver
inSpired Event 2017 - NS (Dutch Railways) - From service forum to revenue driver
inSpired Event 2017 - NS (Dutch Railways) - From service forum to revenue driver
You’ve finished this document.
Download and read it offline.
Upcoming SlideShare
What to Upload to SlideShare
Next
Upcoming SlideShare
What to Upload to SlideShare
Next
Download to read offline and view in fullscreen.

Share

inSpired Event 2017 - NS (Dutch Railways) - From service forum to revenue driver

Download to read offline

Keynote - From service forum to revenue driver, by Merel van den Boomen, Manager Customer Contact Management NS & Bart Meerdink, Social Business Strategist inSided

Related Books

Free with a 30 day trial from Scribd

See all

Related Audiobooks

Free with a 30 day trial from Scribd

See all
  • Be the first to like this

inSpired Event 2017 - NS (Dutch Railways) - From service forum to revenue driver

  1. 1. Merel van den Boomen • merel.vandenboomen@ns.nl • @merelvdb Bart Meerdink • bart.meerdink@insided.com • @bart_meerdink From service forum to revenue driver #inSpiredEvent2017
  2. 2. 1 spoor Merel van den Boomen & Bart Meerdink
  3. 3. Watch video: www.youtube.com/watch?v=YNJFQHQCEtw
  4. 4. About NS 1M+ travelers per day . . . . . . 6M customer contacts per year 4,376 train related flirts per year ;) 500k travel advices per day . . .
  5. 5. NS is a useful and inspiring travel companion which helps you to personalize your journey. Wherever you are.
  6. 6. Online as primary channel Self-service first Excellent human assistance when desired
  7. 7. ‘14: Start pilot ‘15: 3y buca achieved in y1 ‘17: Leading in new digital strategy ‘15: Full launch & going public! ‘16: Full embedded channel
  8. 8. Forum iskeyinourservice mix 12 super users generate 25% of all comments 1.5M call reduction per year 52% peer-to-peer support 1.8M questions answered per year
  9. 9. Get your customers advice and support from real experts Provide your customers relevant and trusted advice from the best possible experts: your own community of experienced customers. Anytime, anywhere.
  10. 10. Italready happens inthe community! 25% % of topics on subscriptions
  11. 11. Advice &support from experts narrows the conversion gap 0.00% 5.00% 10.00% NS all users Community traffic 4.55 9.22 +2% of online sales with community as first entry point Conversion rate
  12. 12. Advice &support from experts increases order value Averageorder value € 0.00 € 50.00 € 100.00 NS all users Community traffic 38,17 82,22 Correlation in particular on complexer subscriptions
  13. 13. Partnership 2018&beyond • Add conversational commerce instructions to moderation playbook, improve tagging and optimizations • Expand the commerce case • Improve conversations with embeddables Conversationalservice& commerce • Improve design & mobile UX by migration to branded templates • Offer a seamless experience by SSO • Explore possibilities with personalization and custom audiences Technology / platform
  14. 14. The future of online commerce & service is conversational
  15. 15. Merel van den Boomen Bart Meerdink #inSpiredEvent2017 Email: merel.vandenboomen@ns.nl / bart.meerdink@insided.com

Keynote - From service forum to revenue driver, by Merel van den Boomen, Manager Customer Contact Management NS & Bart Meerdink, Social Business Strategist inSided

Views

Total views

200

On Slideshare

0

From embeds

0

Number of embeds

0

Actions

Downloads

7

Shares

0

Comments

0

Likes

0

×