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.

1. Scale customer success, support & product
with the help of your customer community
Robin van Lieshout
CEO, inSided

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. About me
● Started my first community in 1996
● Founded inSided in 2010
● Working with 100+ brands
● Focus on subscription based companies

4. How your customer community can
help you scale

5. Communities help you scale
Customer
support
Customer
success
Product
teams

6. #1 Scale self service to offload your support & success team
Your customer
needs help and
guidance when using
your software

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. #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. #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. #2 Increase engagement and get valuable insights
Engage and inspire your customers with relevant content

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. #3 Build better products based on customer insights

13. How to increase the impact of your
customer community

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. 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. 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

18. Forrester: The value of customer self-service extends
beyond issue deflection

19. How communities fit in the customer
success tech stack

20. 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

21. 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

22. 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?