Another online community case study by inSided. This time on KPN, who is delivering mobile, landline, TV and internet services to customers across Europe. KPN improves his CX with an insided community for customer support and ideation. Outcomes:
- 600’000 answers found each year in the KPN community
- 1/3 of customer ideas finally implemented by KPN
- US$ 4 million savings with annual support call deflection
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’.