inSided Social Support

inSided Social SupportReduce service costs and increase customer satisfaction. Any time. Any place. Any channel

2016

1 - inSided Social Support

Key benefits

inSided Social SupportNext generation customer service for the social consumer.

In today s business climate where competition continues to increase, margins are shrinking, and core services become

commodities, companies are forced to become truly customer-centric. Social support - the point at which online

customer communities, social networks, and traditional customer service meet - has quickly become the primary

interface between most brands and their customers, and an important differentiator. Especially in sectors like Telecom,

where close to 50% of customers will switch providers because of core service failures and where the use of social

customer service is exploding among smart and empowered consumers.

Social support has developed itself from a forward-thinking operational strategy to a business imperative and one of the

most important drivers of measurable bottom-line profits. Smart service and support owners will leverage the potential

of social support to achieve real business goals.

The European Leader

Integrate your social strategy

Reduce service costs

Reduce expensive, agent-driven customer

support by helping your customers solve

problems within your online community.

Use social insights to improve agent

efficiency and productivity, and create

substitute solutions for areas like

multilingual support and long-tail products.

Improve knowledge management

Optimize resources & scale the support function

Provide 24/7 social support anywhere in the

world and on the go with mobile communities.

Empower customer service agents with

better information and use them more

efficiently. Identify costly issues earlier. Enable

customers to collaborate for self-service and

dealing with service peaks.

Increase customer satisfaction & loyalty

Provide service across more channels

and save your customers time with social

self-service through peer-to-peer support

forums and online FAQs. Develop an

ongoing dialogue with your customers to

increase satisfaction, loyalty and advocacy

of your community and support function.

Crowdsource insights about products, services and organizational

processes to build support knowledge bases, gain valuable input for

product innovation, and optimize the customer service experience.

Improve social ROI across business functions, use cases, and

channels, using an integrated technology platform which puts your

own website into the center of your brand s social support strategy.

come to onlineforums for supportand over 50% solvetheir problem there

83%


Drive business value with supportcommunities

These always-on, interactive and open networks allow people to connect to one another, your company, and the

information they re looking for. By integrating community features, your website becomes a social hub - hosting

conversations that relate closely to your brand and products. Communities provide customer service, marketing,

CRM and other business functions with real business value, and are broadly regarded as the cornerstone of any

effective social support strategy.

Support communities are designed to provide support to customers and users of a company s products or services.

A major driver for these communities is to reduce call volume and increase service resolution by tapping into the

collective knowledge of the user base and having community members answer customers questions and share

information and how-to tips with each other. On average, 30 people are indirectly helped with a given answer in the

community.

A community therefore provides a great way to engage and enlist your customers as extensions of your support

teams and lessen the burden on more expensive channels like telephone, email and external social networks like

Facebook and Twitter.

In this age of the customer, the only sustainable advantage is knowledge and engagement with customers.

average ROI withina year for all inSidedcustomers

100%

would otherwisehave called, addingup to an overallreduction of 15%of all service cases

55% expect a companywebsite to includeself-serviceapplications

75%

The ability to build a real community of customers - across channels - is a key competitive advantage in this digital age and begins with owning the social customer experience through customer communities.


The social customer journeyThe new support journey of the social consumer is fast, search-enabled, buyer-driven and

multi-channel. Are you ready for cross-channel customer care?

PROBLEM

I have a problem with

my phone. Where can I

get help?

SOLUTION

My problem is solved!

And much quicker than I

expected!

EVALUATION

There is much to learn here.

I hope this forum saves me

the trouble of calling or

emailing my provider.

SEARCH

Maybe I can find an answer

in this community. It looks

really active.

GROWTH

I am glad that my answered

question can also help

others getting more out of

their phone.


Support communityAs one of the core modules of the inSided Social Business Platform and the heart of many successful customer communities, forums connect product experts and brand enthusiasts through vibrant peer-to-peer discussions on any topic you choose.

How inSided can helpTo get the best results from your social business initiatives, you ll need a managed service run by experts, using a proven platform with best practice built in. The cloud-based inSided Social Business Platform provides an integrated and complete set of applications that help you create, engage, and manage online customer support and self-service communities.

Based upon 10+ years of experience building and operating successful and engaging communities across channels

and devices, our platform helps you to deliver consistent customer support experiences and solve your business-critical

customer service challenges. Your customers will keep coming back to do more business and to resolve their inquiries

online, lessening the burden to your contact center.

Facilitate discussions on your own platformFacilitate customer interaction in different categories and forums. Users can post new discussions and

questions, or provide comments to existing topics. Increase transparency with user profiles, including

personal information and smart activity streams to highlight new content.

Find, rate and share the best contentValuable information from the community is identified by the tags, reputation, comments, and marked

answers from users. This information shows what community members like or find useful, and can be

integrated throughout your website in search results, widgets, leaderboards, and other relevant places.

Increase community participation with gamification

inSided forums combine extensive insights in the motivations of community members with gamification

and role-based permissions. This motivates people who only read and view your content to become

active participants, rewards top contributors (with social reputation, ranks, and privileges), and

identifies and cultivates superfans (who generate up to 50% of community content).

inSided forums provide a user-friendly, social experience to engage

customers through open dialogue with other customers and your company.

With their clean user interface, persistent content and deep visual and

technical integration into your website, inSided forums allow more natural and

meaningful discussions to take place, which will increase traffic from search

engines and make audiences stay longer.


WebsiteAll content and functionalities of the inSided platform integrate seamlessly with your existing websites. By infusing social conversations throughout these mostly static environments, we help to bring them alive and ensure your customers can achieve their goals efficiently.

Because your community is constantly updated with questions, solutions, and

stories, you can leverage them as an integral piece of your first-response

support strategy and use social technology in a way that is truly innovating

and collaborative.

Content integration & custom design

Federated search & social knowledge base

Product Q&AInfuse the ecommerce pages on your website with peer-to-peer Q&A, inviting shoppers to ask questions,

find answers, and tell stories related to your product and services. This is a proven way to accelerate

purchase decisions, improve customer satisfaction, and reduce calls to your contact center. Questions

and solutions can route directly from and to your customer community, which improves their visibility and

value for search engines.

Seamless access

Community content like recent answers from your forum, peer-to-peer Q&A and user data can be

seamlessly integrated into existing websites, customer portals and mobile apps. By integrating social

and community features seamlessly into every single page, your website becomes a social hub -

hosting conversations that invite customers to engage more fully with each other and your company,

products and services.

Integrate information from your community into your website search engine, providing your

customers with the type of information that s right for them. Build a social knowledge base, which

brings the best of all your traditional and social channels together in one unified place to help you tap

into the knowledge and experiences of your customers.

Let your customers login to your community using a simple username and password or their

Facebook account. Alternatively, use your current website account system by integrating Single Sign

On to provide your customers with a seamless experience. Share content and user data between

your customer portal, community and social networks.


Over the next several years, we re likely to see the consumer experience radically integrated across the physical and virtual

environment. Most of the technologies needed to make this scenario happen are available now.

Search enginesThe up-to-date, user-generated content from your community makes your website stay fresh and dynamic, which improves its position in search engines like Google and Bing.

inSided customer communities use custom domain names, well-structured

pages, internal hyperlinking, rich snippets and customized meta data to help

them rank well in search engines.

All search engine links to community topics are highly optimized for your

company name and the natural, organic language that customers are using

to ask questions, resulting in higher click-through rates. More people will visit

your website, stay longer because of the engaging content they find, and

come back more often.

KPN GroupSeveral labels of the KPN Group, the largest telecom provider in the

Netherlands, are successfully running an inSided customer support

community, showing a good customer experience goes hand in

hand with providing social support.

Telfort saves 1 million in support costs yearly and the social

support program was internally awarded as the most customer-

centric initiative

Over 75% of KPN Hi customers says the forum is an excellent

addition to the Hi customer service channels. A positive business

case has been reached within a year and the community continues

to grow, outperforming traditional FAQs.

Simyo, 100% online discount brand of KPN, achieves 8% lower churn. The support community is now the most important

contact channel for the company.

For an online brand, it s crucial to

deliver service within the online channel.

With the support forum, we deliver a

proven and measurable ROI on call

reduction.

Onno van der Poel

General Manager Simyo


Social mediaExtend your community into your Facebook brand page and integrate relevant content and conversations from your social media channels in your website.

Popular platforms like Facebook and Twitter are not sufficient resources for

customer engagement and support. Posts on these networks are only available

for a short time and won t reduce one-off common requests like FAQs and

other simple-to-solve issues. And they are not optimized to connect your

customers to one another, which reduces the amount of collaboration and

social support that can take place.

While you might want to leave your Facebook fans on Facebook, the smart move is to divert them to your

own communities whenever possible.Dion Hinchcliffe, Dachis Group

You can improve self-service by using a customer community with strong linkages

to social networks. In this way, you can exchange content from these networks

with your community, where it will have a longer shelf-life and can continue to

evolve. Online communities are customer networks you own. You can harvest

the user-generated content it produces, analyze it, and use it to inform business

decisions. And you can continue to deliver the right social customer experiences

for your brand no matter how the social media environment changes.

Facebook appBring peer-to-peer support to your Facebook fans by extending your community with our Facebook apps.

Facilitate discussions in different forums and categories within a separate tab on your brand page in a

native look and feel, where visitors can post new topics (questions, ideas, suggestions etc.) and provide

comments to existing topics in an intuitive and smart way. They can recommend content to their friends,

view their friends activities in your community and share new topics to their own timeline.

Automatically exchange questions and answers with your support community and provide integrated

search to help your customers find answers without posting support questions to your timeline. Because

content, interaction, and statistics can be managed from one centralized location, your community

superfans and moderators are supporting Facebook and website visitors alike.

Social media integrationCrowdsource replies from your most active community members and reduce the need for your

contact center agents to reply to posts on Twitter and Facebook, by integrating relevant content and

conversations from social networks into pages of your website. Make it easy for your customers to use

your community and share their favorite content to their preferred social networks, using the extensive

social login and sharing capabilities included in our platform.


MobileEngage your customers anytime, anywhere and deflect calls to your contact center with a mobile-optimized community.

The percentage of website visits coming from smartphones and tablets is

rising dramatically, in some cases up to 50% of all visitors. To make sure this

growing group of mobile users can tap into your community at any time and

have a great experience, inSided communities can be easily integrated into

your mobile website and mobile apps.

Reach your customers from any device they use, so you can concentrate on

growing your business. inSided Mobile allows you to facilitate mobile

discussions, provide blogs & news on the go, and make your research & co-

creation program mobile. Whether you want to integrate your community

within a mobile website, app, or responsive-designed version of your

regular website, we ve got you covered.

Social support facts & figures

Mobile is not the future, it is the now. Meet your customers in the environment of

their choice, not where it s convenient for you.Nate Elliot, Forrester Research

70% of consumers trust opinions of other consumers posted online

and 90% trust recommendations from people they know. 63% of

consumers search online for others with similar problems when they

need help, while only 19% of brands think that s the case. And 81%

seek advice on social networking sites before purchasing products.

When online service fails to meet demand, 57% of consumers use

more expensive channels like phone or email, 40% prefer self-

service to human contact and 17% will switch to a competitor. 29%

share a dissatisfying service experience on social channels, while

50% likely to recommend a company after a good experience.


Connect your community to your enterpriseExtend your community into your business processes, using our advanced APIs and integrations, providing you with a 360 degree view of your customers. With two-way connections to existing enterprise systems, we bring formerly inaccessible data into a rich collaborative environment, where relevant stakeholders in your organization can view and act on it.

inSided extends your community s reach deep into your business processes and integrates with leading CRM,

customer service, product development and marketing tools. You can adapt the functionality of the platform to

perfectly suit your needs during every stage of your community lifecycle, starting with simple integrations and easily

expand when your demands change or your user base grows bigger overtime.

T-MobileOn the T-Mobile support community, over 250.000 monthly unique users discuss topics like subscriptions and handsets.

While T-Mobile moderators are active, the community members

answer 67% of all questions. The community is running since 2009

and delivers a multi-million euro ROI in terms of cost savings in

traditional service channels.

We were surprised with the

high volume, the serious tone of the

discussions and the fact that customers

really help each other.

Alexander Hamel

Director Customer Service T-Mobile

Email marketing Use the flexible email notification tools built into our platform or integrate community content and user

profile data in your existing email marketing tools.

inSided API

Build (third-party) content and system integrations, customize the user experience, and extend the

capabilities of your communities in new ways using our robust and flexible REST API.

CRM, customer contact & loyalty softwareConnect your community with case management and ticketing systems like Salesforce, and capture, sync

and leverage social customer integration data across every aspect of your business.

Knowledge bases & contact center systems Integrate dynamic, on-demand community content and existing knowledge bases, FAQs and product

directories into a social knowledge base and connect with leading software like Oracle RightNow.

Connect the analytics and reporting tools in the inSided platform to leading web analytics and social

media monitoring software like like Google Analytics, Omniture, Radian6 and Buzzcapture.

Social insights


Unlock the business value of your communityinSided delivers all the fundamental capabilities and advanced tools you d expect from Europe s leading social business platform, providing you with everything you need to create and manage world-class social customer experiences across platforms and user groups from a single unified workspace.

Manage your community efficiently and effectivelyThe intuitive, user-friendly yet advanced management tools in our platform put you in control over your customer community.

Community managers and moderators can easily manage your community

in a dedicated, platform-independent and simple-to-use environment. The

inSided Social Business Platform is designed to meet enterprise needs with

workflows for multiple team members, efficient moderation tools, role-based

permissions, and robust integrations with back office systems.

Efficiently moderate content with smart overviews, status reporting etc.

Classify and structure content with labels, moderator tags etc.

Quickly surface relevant information using search, filtering and sorting.

Use enterprise-grade workflow and collaboration tools.

Export community content and user data for use in other applications.

Gain valuable insightsUnderstand the performance of your social technology initiatives and make smarter business decisions with the right analytical tools and reporting capabilities.

Our social intelligence tools let you easily track and measure community

activity in real time, discover top themes, gain insights from conversations,

and identify influencers and top contributors. Get an in-depth look into

customer behavior trends and user adoption patterns to help you create plans

to increase engagement, drive up community membership and optimize your

community strategy.

Need more? Our open architecture allows you to easily connect your web

analytics package to your inSided community to quantify the impact of social

conversations on your business programs.

Use a customizable visual dashboard with key metrics and actionable insights.

Identify top performing community content and users based on community activity.

Export custom reports for use in other applications.

Connect social insights with your current analytics software.

Incorporate data from your CRM and other enterprise systems.


We are inSided

+31 20 4279597 [email protected] www.insided.com

As the European leader in social business technology, inSided believes in empowering your customers in order to reduce costs, improve sales, develop better customer relationships and drive innovation.

The inSided Social Business Platform powers successful communities - attracting millions of visitors - for companies

like TomTom, SONOS, KPN Group, Tele2, Volkswagen, Philips and T-Mobile. We are an experienced team with

community building firmly rooted in our DNA, and constantly strive to improve our work and its ROI, and make our

clients 100% satisfied. inSided is privately held with offices in Amsterdam, London, Madrid, Zurich and Stockholm.

SolutionsTransform your business with our social solutions for support, marketing, commerce, and insights.

Strategy

social business strategy,

quickscan & business case,

community roadmap

Support

insights, workshops,

best practices sharing,

continuous improvement

Implementation

development, testing,

systems integration,

deployment, launch

Concept

use cases, community

concept, design, content &

activation strategy

Services To gain maximum benefits and achieve true customer-centricity, social business initiatives should be an integral part of the way companies do business.

Our deep expertise in community development and full-service offering help you to rapidly launch a successful

community, integrate it into your channels, processes and systems, and keep it healthy, thriving and trouble-free.

The result is a fast impact on your business through an effective implementation based on best practices and sound

social business strategy. inSided not only delivers the technology, but can help with every step of the process.

Social Supportcustomer support,

self-service,

P2P support

Social Marketingcontent marketing,

social CRM, customer

engagement & loyalty

Social Commercerecommendations,

segmentation,

behavioral targeting

Social Insightsvoice of the customer,

crowdsourcing,

collaborative design

Leverage our passion and experience to transform customer interaction and achieve your vision of social business success.

Technology

inSided Social Support