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Scale customer success, support & product with the help of your customer community

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Did you miss #Pulse19? Never fear! We’re here on the inSided blog with a snapshot of our CEO Robin van Lieshout’s take on how your customer community can help you scale your customer support and success efforts.

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Scale customer success, support & product with the help of your customer community

  1. 1. Scale customer success, support & product with the help of your customer community Robin van Lieshout CEO, inSided
  2. 2. Agenda 1. How your customer community can help you scale 1. How to increase the impact of your customer community 2. How communities fit in the customer success tech stack
  3. 3. About me ● Started my first community in 1996 ● Founded inSided in 2010 ● Working with 100+ brands ● Focus on subscription based companies
  4. 4. How your customer community can help you scale
  5. 5. Communities help you scale Customer support Customer success Product teams
  6. 6. #1 Scale self service to offload your support & success team Your customer needs help and guidance when using your software
  7. 7. #1 Scale self service to offload your support & success team Offer self-service first with a knowledge base of answers, how-to’s, guides and best practices Your customer needs help and guidance when using your software
  8. 8. #1 Scale self service to offload your support & success team Offer self-service first with a knowledge base of answers, how-to’s, guides and best practices Community experts answer up to 50% of all questions and build out your knowledge base Your customer needs help and guidance when using your software
  9. 9. #1 Scale self service to offload your support & success team Offer self-service first with a knowledge base of answers, how-to’s, guides and best practices Community experts answer up to 50% of all questions and build out your knowledge base Your customer needs help and guidance when using your software Support & customer success focus on complex issues Reduce inquiries & tickets by 25% to 50%
  10. 10. #2 Increase engagement and get valuable insights Engage and inspire your customers with relevant content
  11. 11. #2 Increase engagement and get valuable insights Smart notifications & insights for customer success managers HELP DESK CSM COMMUNITY CRM Lifecycle Account health Product analytics ARR Contract end date Tickets Bugs Activity Feedback Questions 360-degree profile
  12. 12. #3 Build better products based on customer insights
  13. 13. How to increase the impact of your customer community
  14. 14. Increase the impact of your community Activate your community - you already have one! ● Create engagement ● Use gamification ● Focus on key metrics like self-service ratio and engagement score
  15. 15. Increase the impact of your community Activate your community - you already have one! ● Create engagement ● Use gamification ● Focus on key metrics like self service ratio and engagement score Create a single knowledge base - make it easier to find an answer ● Build one go-to destination ● Combine company curated knowledge and community knowledge ● Your community will more than double the content from your own product and support teams double your content
  16. 16. Increase the impact of your community Activate your community - you already have one! ● Create engagement ● Use gamification ● Focus on key metrics like self service ratio and engagement score Create a single knowledge base - make it easier to find an answer ● Build one go-to destination ● Combine company curated knowledge and community knowledge ● Your community will more than double the content from your own product and support teams In-application experience Offer advice and support in your application (rather than a stand alone community) double your content double user engagement
  17. 17. Forrester: The value of customer self-service extends beyond issue deflection
  18. 18. How communities fit in the customer success tech stack
  19. 19. Learning Management System Live Chat Digital Adoption Solution Customer Community tech touch / self-service channelshuman touch / agent channels Messaging / Collaboration Help Desk / Ticketing Knowledge Base / Help Center Customer success technology stack
  20. 20. Basic support Customer success Customer success technology stack maturity model Customer support Streamline incoming Q&As Efficiency & self-service Scale at largeFirst customers Some customers A lot of customers Customers all over the place
  21. 21. Download the latest Forrester report How To Modernize Digital Customer Self-Service www.insided.com/pulse-2019 ● Check us out at booth B6 ● Drinks & bites on inSided tonight @ TableTop Tap House (across the street) from 6:30 PM Want to learn more?

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