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Online customer community boosting customer service

A nice study on T-Mobile NL – the Netherlands leading telco – has been shared by inSided. It talks about how an online community achieved to cut support costs and improving CX. Outcomes:

  • US$ 4 million savings each year via peer-to-peer support
  • 10% of customers being community members
  • 65% of questions to the company are answered by other customers

Feel free to access the case report directly at the inSided site …

T Mobile NL customer online community

Declaration of interests:
The author and the site declare the absence of any financial or non-financial interests respectively any business relation with any of the companies mentioned at time of publication. The business case is exclusively shared based on meeting the editorial criteria of ‘CX Inspiration Hub’.


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