insided Mobile Engage your customers anytime, anywhere with a mobile-optimized community

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1 insided Mobile Engage your customers anytime, anywhere with a mobile-optimized community August 2014

2 insided Mobile With insided Mobile, your customers can use their mobile device to access your community anytime and anywhere. Allow access to information on demand, increase engagement and deliver a great mobile experience by offering community content and functionality in a mobile-optimized format. 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. The European leader Key benefits Customer service Marketing & sales Market research Reduce service costs, expand service capabilities (24/7), improve performance of response times and time-to-resolution, and increase customer satisfaction. Offer a better, personalized experience for mobile customers, decreasing volume to other customer service channels. Differentiate products, build awareness, increase traffic (SEO) and reach, improve conversion, and reduce churn. Make PR more social, transparent, interactive & cost efficient. Drive and maximize sales across devices and channels. Grow customer loyalty, advocacy, and retention. Increase research quantity & quality, improve customer insights and organizational transparency. Gain valuable insights. Understand the performance of your social technology initiatives and make smarter business decisions. Business IT Engage mobile customers anytime, anywhere with an optimized community: facilitate mobile discussions, provide news & blogs on the go, and make research & co-creation mobile. Follow an optimization strategy that fits your organization and users best, using a mobile website, app integration, or responsive web design. Engage customers in an easy, real-time and cost effective way with a quick time to market, instant deployment and updates, and reduced maintenance costs. Offer multi-platform support with backward and forward compatibility. Meet enterprise needs with workflows and robust integrations with back office systems. 1 - insided Mobile

3 Mobile communities With the increased usage of smartphone and tablets, the mobile internet has really taken off. Mobile creates new value for consumers and businesses, recasts go-to-market propositions, alters revenue streams and cost structures, and disrupts ecosystems. We are currently at the beginning of a new era of multi-platform media, where mobile platforms will be the catalyst for next-generation connected experiences. These developments are changing how, when and where consumers engage with media, making it paramount for businesses to adapt or risk being left behind. For a growing portion of users, mobile is no longer a secondary channel, but the primary way to go online. Companies should be leading mobile users to their goals, engaging and converting them along the way. InSided Mobile enables you to engage your customers anytime, anywhere by offering a mobile-optimized version of your community, which is accessible from any smartphone or tablet. Understanding the mobile consumer Smartphones have become an indispensable part of our daily lives Smartphone penetration has risen to over 50% of the population and these smartphone owners are becoming increasingly reliant on their devices. Over 70% access the Internet every day on their smartphone and most people never leave home without it. Businesses that make mobile a central part of their strategy will benefit from the opportunity to engage the new constantly connected consumer. Smartphones have transformed consumer behavior Mobile search, video, app usage and social networking are prolific. Smartphone users are multi-tasking their media with 75% using their phone while doing other things such as watching TV. Making mobile ads a part of an integrated marketing strategy can reach today s consumers more effectively and drive greater engagement. Smartphones help users navigate the world Appearing on smartphones is critical for businesses. Over 80% of smartphone users look for information on their phone and 70% take action as a result, such as making a purchase or contacting the business. Ensuring that clickable phone numbers appear in local results and leveraging location based services on mobile make it easy for consumers to connect directly with businesses. Smartphones have changed the way that consumers shop Smartphones are important shopping tools with over 70% of users having researched a product or service on their device. Smartphone research influences buyer decisions and purchases across channels. 20% of smartphone users have made a purchase on their phone. Having a mobile-optimized site is critical and a cross-channel strategy is needed to engage consumers across the multiple paths to purchase. 2 - insided Mobile

4 How insided can help To 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 to create, engage, and manage online communities - including ratings & reviews, product Q&A s, forums, blogs, mobile and Facebook apps, user profiles, gamification and advanced analytics & reporting. Based upon 10+ years of experience building and operating successful communities across channels and devices, our platform and community management services help you to engage your customers, increase brand loyalty and drive sales. To make sure the growing group of mobile users can tap into your community at any time and have a great experience, insided lets you follow the mobile optimization strategy that fits your organization and users best: use a mobile optimized website which integrates into your current mobile site, integrate your community into a mobile app, or use responsive web design to adapt community layout to different devices and screen resolutions. Optimize your community for mobile InSided Mobile is built to deliver unique and innovative user experiences to your customers, optimized for touch and supporting a continuum of screens. To engage mobile users with fast, rich, and engaging web experiences, insided follows the strategic approach of mobile optimization - crafting strategies, content, and experiences that are uniquely meaningful and effective on mobile devices, based on years of real-world testing. While native apps are developed for a specific platform and installed on the device, web apps are generalized for multiple platforms and not installed locally but made available over the Internet through a browser. Provide your community as a mobile site, without forcing users to install an app. Make your community available on mobile devices, including older platforms. Optimize your community for indexation by search engines like Google. Use the same real-time content and core functionality as the desktop version. Offer mobile users one-click access to the desktop version. Mobile optimizations result in minimal loading times and fast task completion. SaaS integration ensures that your community is up-to-date with new features. Using one version for all platforms minimizes total cost of ownership. Embed (elements of) your community in custom designed mobile apps. Multi-platform consumption is today s new reality. 1 in 3 minutes spent online is now spent beyond the PC. 3 - insided Mobile

5 Facilitate mobile discussions As 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. Forums create a destination for customer conversations that relate closely to your company s products and services, in an online community on your website. InSided forums provide a user-friendly, social experience that places conversations back to the forefront and engages customers through open dialogue with other customers and your company. With insided Mobile, your customers can use their mobile device to access your forums anytime and anywhere. Mobile-optimized pages and features offers them access to information and the ability to join discussions on demand. Provide fully mobile-optimized pages for your community. View forums, categories and topics in a mobile-friendly way. Participate using the same registration & login features as your desktop version. View recently active topics and unanswered questions on the go. Offer a customizable menu for quick and easy navigation. T-Mobile On the T-Mobile support community, over monthly unique users discuss topics like subscriptions and handsets. The community is running since 2009 and delivers a multi-million euro ROI in terms of cost savings in traditional service channels. To deliver this success story to its mobile users, T-Mobile integrated its insided forum, weblog and co-creation module in its mobile website and My T-Mobile app (for ios, Android & Blackberry). 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 4 - insided Mobile

6 Provide blogs & news on the go Digital marketing is all about content. Publishing content that educates, entertains and engages is key to growing and keeping an audience. Blogs are the fastest and easiest way to get your message in front of millions of readers, and to create and grow a loyal customer base. With insided News & Blogs you can efficiently build a podium for your thought leaders and evangelists which incorporates the customer s voice. As one of the easiest, most effective tools to share content with customers and promote your business, blogs can be the center of your content marketing and social media strategy. Insided Mobile allows you to tell your story and have real conversations with customers, prospects and influencers on the go. Deliver a great experience to your mobile users with an optimized format of your corporate, executive, team or community blog. Provide mobile-optimized content for convenient reading on the go. View articles and rich media content in a mobile-optimized format. Participate using the same registration and login features as your desktop version. Offer a navigation menu for quick navigation to other community sections. 73% have used their smartphone every day in the last week 70% don t leave their house without it 87% use it to communicate with friends 86% like to play a game or listen to music 5 - insided Mobile

7 Make research & co-creation mobile InSided Research & Co-creation provides an easy, real-time and cost effective way to engage customers for feedback and input using research, crowdsourcing, social innovation, real-time testing and discussion - helping you to build better products and optimize your communication and services. Online communities have become one of the most popular ways to listen to, understand and collaborate with consumers wherever they are, helping you to solicit ideas and identify the best ones to implement. This is causing a fundamental shift in the way research is done: from running ad hoc projects to having a more ongoing dialogue with your customers. With insided Mobile, you can continue this dialogue and connect with research participants on the go and at home, in a way that s most convenient to them. View all research items in a mobile-friendly way. Participate in quantitative research with a mobile-optimized version. Give qualitative reactions for each research item. Participate using the same registration and login features as the desktop version. 93% use their smartphone at home 85% use it on the go 71% use it in public transit 73% check their phone in a café 6 - insided Mobile

8 Integrate your community into your mobile app Studies show that ios and Android users spend over 80% of their time in native or hybrid apps. To reach this growing group of users effectively, insided Mobile fully supports in-app integration of community content and features. Native and hybrid apps (a combination of native and web apps) are developed entirely in a native programming language for specific mobile devices, and can only be distributed via official app stores. They offer better speed and performance, and provide high-touch abilities such as push notifications, offline availability, access to advanced device capabilities, live widgets, and integration with the user s personal data. Native apps allow access to many mobile device functionalities, but are more expensive to develop and maintain. Hybrid apps use less device functionalities, but are more flexible, platformindependent and easier to develop. Whichever way you prefer, with insided mobile you can build community into your custom mobile apps. Integrate your forum, blog or research into your existing mobile app. Directly login users into the community platform from within your mobile app. Increase usage of your community and drive customer engagement. Make your mobile app social and directly gather feedback from users. 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 Tele2 Tele2 is an aggressive mobile player with a strong focus on customercentricity. To support this strategy, insided integrated the Tele2 community (attracting on average 90,000 unique visitors per month and responsible for 10% of all search engine traffic to the website) in the mobile website and My Tele2 app. With these changes, Tele2 significantly improved conversion rates and customer engagement, satisfaction and loyalty, and reduced service costs. To build a real online community, you have to create an environment worth visiting. Our new community resulted in a significant increase in interaction between visitors and Tele2. Herwin van der Kamp Director Consumer Market 7 - insided Mobile

9 Use responsive web design Rather than building separate sites for each device, responsive web design allows the use of a single website that intelligently adjusts its layout and features based on the device type and screen resolution it s being viewed on. Benefits include the removal of the need for multiple content repositories and device mapping, reduced maintenance costs and better positioning for future devices. Responsive web design works best for publisher-type websites, which people visit to consume content (and not necessarily to participate or search for answers) and where the primary changing factor of the users experience is the device. While adopting a responsive strategy might seem simpler, successfully engaging mobile users with responsive sites is not without its challenges. Mobile users expect a fast connection to your mobile websites, which can be a problem for large responsive sites. For a majority of sites that require a higher density of interaction, like communities, a responsive design diminishes the experience. For organizations that want to truly deliver unique, innovative and the absolute best mobile experiences to customers that are fast, contextual, convenient and relevant, a mobile website or app is in most cases a better alternative. InSided Mobile provides a fully optimized and tested mobile website out of the box, which delivers significant operational efficiencies due to the elimination of expensive design and development phases for each new mobile device category that comes to market. Scale your community with a responsive web design to a pre-defined size. Use a mobile optimized version when people access the community directly. Provide a speed and user experience advantage for people on mobile connections. Make use of the ability to integrate the mobile version into a native app. Combine responsive web design with an optimized mobile version. The mobile device has become our communications hub, our diary, our entertainment portal, our primary source of media consumption, our wallet, and our gateway to real-time information tailored to our needs. The revolution is now! Nihal Mehta, Eniac Ventures 8 - insided Mobile

10 What is your mobile strategy? The choice for the development of a native, hybrid or web app, or using responsive design depends on factors like target audience, time and budget, IT resources, app functions and applications, and userfriendliness. Each solution has its own pros and cons. Requirement Native App Hybrid App Mobile Website Responsive Design General User experience Real-time content Platform independant Capabilities & Performance Device-specific technology support Push messages Performance / app speed Depends on device Depends on device data data speed speed and technical implementation SEO optimized Development Device-specific app development Difficult to support all Difficult to support all Depends on browser Depends on browser platforms platforms support support Rich application development Depends on app implementation Development time Skillset OS specific Technologies/ standards & OS specific Web technologies and standards only Web technologies and standards only Development & maintenance cost Distribution & Updates Distribution via app store Multiple app stores Partially No No Time-to-market Shelf life Single code base and content repository Content & technical management Or tailor-made Via website CMS / Via website CMS / Via website CMS / existing infrastructure existing infrastructure existing infrastructure 9 - insided Mobile

11 Unlock the business value of your community InSided 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 The intuitive, user-friendly yet advanced management tools in our platform put you in control over your customer community. The insided 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. Community managers and moderators can easily manage your community in a dedicated, platformindependent and simple-to-use environment. And non-technical people can quickly and easily manage media-rich, mobile-optimized websites and apps on their own, allowing faster time to market. Gain valuable insights Understand 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 measure community vitality, identify influencers and top contributors, and monitor relevant conversations across your community. 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 insided Mobile

12 insided Social Business Platform Powerful, flexible, secure, complete. The leading customer interaction platform for a multichannel world As a true software-as-a-service (SaaS) provider, insided delivers a cloud-based social business platform allowing forward-looking SOLUTIONS Social Support Social Marketing Social Commerce Social Insights companies to create thriving communities in efficient and effective ways, with minimal reliance on IT. DELIVERY Multi Device Multi Channel Targeting Designed upon 10+ years of experience building and operating successful communities, the insided Social Business Platform delivers an enterprise-grade end-to-end solution for uniting the MODULES Forums News & Blogs Product Q&A Facebook Apps Ratings & Reviews Mobile Research & Co-creation Reward Management social customer experience across websites, mobile devices, and the social web - enabling organizations to reduce costs, build trust ENGINE Cloud Based API / SSO Users & Moderation Analytics & Reporting and strengthen customer relationships. 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. Strategy Concept Implementation Support social business strategy, use cases, community development, testing, insights, workshops, quickscan & business case, concept, design, content & systems integration, best practices sharing, community roadmap activation strategy deployment, launch continuous improvement We are insided 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 T-Mobile, KPN Group, Tele2, Volkswagen, Philips and Sundio Group. 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 corporate headquarters in Amsterdam, the Netherlands. Leverage our passion and experience to transform customer interaction and achieve your vision of social business success hello@insided.com insided Mobile