insided Social Business Platform The leading customer interaction platform for a multichannel world

Transcription

1 insided Social Business Platform The leading customer interaction platform for a multichannel world August 2014

2 insided Social Business Platform As a true software-as-a-service (SaaS) provider, insided delivers a cloud-based social business platform allowing forward-looking companies to create thriving communities in efficient and effective ways, with minimal reliance on IT. Based upon 10+ years of experience building and operating successful communities across channels and devices, the insided Social Business Platform delivers an enterprise-grade end-to-end solution for uniting the social customer experience across websites, mobile devices, and the social web - enabling organizations to reduce costs, build trust and strengthen customer relationships. The ability to build a real community of customers is a key competitive advantage in this digital age and begins with owning the social customer experience though customer communities. These communities provide real business value and are broadly regarded as the cornerstone of any effective social business strategy. The insided Social Business Platform is designed to put your community everywhere your customers are, extending its reach deep into the social web and into your business processes and enterprise systems. The European Leader Key benefits Customer service Sales & marketing Market research Product & service innovation Reduce service costs, expand Differentiate products, increase Increase research quantity Crowdsource customers for product service capabilities (24/7), traffic (SEO) and conversion & quality, improve customer and process innovation ideas, improve performance of (with recommendations, insights and organizational create engagement around products response times, increase segmentation & targeting of transparency. (launches), decrease time-to-market. customer satisfaction. users), reduce churn. Brand advocacy Capture brand sentiment and opinions, increase customer loyalty and advocacy. Public relations Make PR more social, transparent, interactive & cost efficient. Social media and engaged community Amplify and consolidate social strategies, increase social media followers & listeners, improve customer engagement. 1 - insided Social Business Platform

3 Customer communities 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. InSided communities are a powerful engine for the creation, capture, discovery and cultivation of conversations. These conversations provide a new way for people to truly engage with one another about what s important to them and share their opinions and experiences with brands and each other. At the same time, communities create new opportunities for companies to connect with their consumers, develop trust-based relationships, and gain unique customer insights to fuel more effective marketing, sales, and service experiences. Unlike social media like Facebook or Twitter, 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. Community content and user data can be seamlessly integrated into existing websites, customer portals, mobile apps, and enterprise systems - fully customized according to your branding guidelines. And you can continue to deliver the right social customer experiences for your brand no matter how the social media environment changes. customer experiences community 2 - insided Social Business Platform

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 and manage online communities that help you engage your customers, increase brand loyalty and drive sales. Forums Make your website social with customer conversations. Forums create a user-friendly, social destination for vibrant peer-to-peer discussions between customers and brand enthusiasts on any topic you choose. Unencumbered by the weight of unnecessary features and distractions and built upon the best user experience elements of social networks like Facebook and Twitter, insided forums allow more natural and meaningful discussions to take place. This increases traffic from search engines and make audiences stay longer. Facilitate customer interaction on your own platform. Add content using rich text formatting, tags, categories, photos, videos and polls. Highlight important content with sticky topics and mark answers as correct. Create private and hidden forums for employees or specific user groups. Create transparency with customizable user profiles. News & Blogs Tell your story, improve content marketing and drive traffic, conversions & loyalty. 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, enriching your website with a newsroom, weblog or innovation platform around relevant themes. Author content with rich text, photos, videos and different categories. Schedule content items to be published on a specified date. Create different content tracks using categories, labels and tags. Invite users to like, tweet and share your content to their social networks. Let members stay up-to-date using activity streams and content subscriptions. 3 - insided Social Business Platform

5 Ratings & Reviews Collect real customer experiences to improve products and services, boost SEO and increase conversion rates. What could possibly be more important than what consumers say about you? Consumers purchase behavior is heavily influenced by user generated content like reviews, which are a powerful quality and value indicator for consumers. When making a purchase decision in the presence of reviews and ratings, consumers do not use price as an indication of quality. By cultivating brand advocates who love to talk about what they buy, your website becomes more social and trusted by other shoppers, which is a proven way to increase sales and build trust in your brand. The fresh and authentic content consumers add to your product pages and share to their social networks is furthermore highly valued by search engines like Google, increasing traffic and attracting more buyers to your website. Let customers add qualitative & quantitative assessments of products and services. Add an unlimited amount of customized review forms and include product data. Get quantitative feedback using stars, bars, numbers, hearts, thumbs, etc. Get qualitative feedback including rich media like photos and videos. Determine who can add ratings and reviews: all visitors, verified customers, etc. There s a product out there that might be just what I need Shares purchase and product experience with others Receives and views ad This product is great! I d like to share it to others and give them advice I am going to buy this product soon Seeks reassurance of purchase with friends and social networks Performs a web search I ve bought the right product from the right company Visits websites of serveral vendors I ve made up my mind. I want product X with features A, B and C The social customer journey The new purchase journey of the social consumer is fast, search-enabled, social, complex, buyer-driven, and multi-channel. Are you ready? 4 - insided Social Business Platform

6 Research & Co-creation Create an open market research or co-creation environment to acquire ideas and optimize products, processes and customer experiences. InSided Research & Co-creation combines the power of communities and traditional research tools to engage customers for open or closed research, crowdsourcing, social innovation, real-time testing and discussion in an easy, real-time and cost-effective way. This helps you build better products, optimize services, and improve marketing efforts. Communities have become one of the best 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 treating participants as a resource to using them as a source of inspiration, from just asking questions to collaboration and from running ad hoc projects to having a more ongoing dialogue. Gather feedback from users using a variety of quantitative and qualitative tools. Let users mark texts, vote, choose pictures, pick and rank items or fill in a survey. Customize research items for different user groups, products, and categories. Schedule the publication and close date of content and research items. Collect data on users, take notes with invisible fields and export data. Product Q&A Infuse your product and service pages with peer-to-peer Q&A. InSided Product Q&A makes it easy for shoppers to ask questions, find answers, and tell stories related to specific product and services on your website. Enrich your product and service pages with social interactions, which is a proven way to accelerate purchase decisions, improve customer satisfaction, and reduce calls to your contact center. Questions can route directly from and to your customer community, which improves their visibility and ranking in search engines like Google and Bing. Make your product and service pages social by hosting relevant discussions. Automatically exchange content and user data with your community. Mark solutions as accepted to help visitors identify the right answers quickly. Enrich Q&A by connecting it to your product database. Optimize Q&A for mobile with a mobile site, app or responsive design (optional). 5 - insided Social Business Platform

7 Mobile Engage your customers anytime, anywhere with a mobileoptimized community. Mobile creates new value for consumers and businesses. 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. 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 (using a mobile website, in-app integration, or responsive design). Provide your community as a mobile site, without forcing users to install an app. Integrate your community into your mobile app or use responsive web design. Facilitate mobile discussions. Provide blogs & news on the go. Make research & co-creation mobile. Multi-platform consumption is today s new reality. 1 in 3 minutes spent online is now spent beyond the PC. 6 - insided Social Business Platform

8 Facebook Apps Create a central hub for social conversations about your brand. InSided Facebook Apps makes it easy to syndicate the questions, answers and other user-generated content of your customer community to your Facebook page, and vice versa. This keeps pages fresh and drives true and seamless conversations that attract new customers. Integrated search helps fans find answers without posting support questions to your timeline. From within your insided community, members can share and post content directly on your company s Facebook wall, recommend content to their friends, view their friends activities in the community and share new topics to their own timeline. Platform-independent, centralized content and user management complete the pack. Facilitate discussions on your brand page in different forums and categories. Display a list of recently active topics or most viewed topics. Receive alerts on new reactions and share topics via Facebook friends. Show the reliability and credibility of content using community profiles. Share content and user data with Facebook and your customer portal. Reward Management Increase community participation with gamification. InSided Reward Management combines insights in the motivations of community members with gamification and role-based permissions. This encourages people who only read and view 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). The insided platform tracks multiple behavioral metrics and allows an unlimited number of ranks and roles. Rewards are programmable by business rules and permission levels to motivate community members to share their knowledge and perform activities like starting discussions, answering questions or watching content. Stimulate participation with reputation points, levels, and leaderboards. Incent high-performing community members with recognition or virtual rewards. Confer meaningful privileges upon superfans using badges, authority, etc. Create groups and competitions to drive participation and unlock social status. Provide exclusive super user VIP sections within the community. 7 - insided Social Business Platform

9 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 efficiently and effectively The 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 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 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. 8 - insided Social Business Platform

10 Europe s leading customer interaction platform The cloud-based insided Social Business Platform provides an integrated and complete set of applications to create, engage, and manage online communities. InSided makes it easy to infuse community content throughout SOLUTIONS DELIVERY Social Support Multi Device Social Marketing Multi Channel Social Commerce Social Insights Targeting your website, products, and mobile apps - fully customized according to your branding guidelines. Our open platform builds smoothly on your existing infrastructure and integrates seamlessly MODULES Forums News & Blogs Product Q&A Facebook Apps Ratings & Reviews Mobile Research & Co-creation Reward Management with enterprise workflows and key business systems like CRM, contact center, loyalty, knowledge bases, and customer portals. ENGINE Cloud Based API / SSO Users & Moderation Analytics & Reporting Proven InSided communities inspires loyal customers and significantly reduce costs, improve sales, accelerate innovation and develop better customer relationships for market leaders in Telecom, Banking, Insurance, Travel, Energy, FMCG, and other sectors. Cloud-based The insided platform runs in the cloud, offering high performance from any location, unlimited scalability and low total cost of ownership. InSided takes care of hosting, installations, security, backups, capacity planning and upgrades, so our clients avoid the overhead of managing software on premise and save substantially on hardware, bandwidth, data center space and IT staff. Integrated & modular The insided platform is an operating environment for modern, real-time, always-on social applications, supporting high traffic and big data requirements. Its core architecture is built on a single stack based on open standards, providing a framework for an integrated set of business tooling, consisting of multiple modules that can be individually configured and extended. Scalable Your community scales effortlessly over regions, brands, business units, and customer engagement points across different geographies, time zones, and languages. New servers are deployed automatically to facilitate increased traffic. Stable & secure The insided hosting platform, data, services and physical facilities are stable and secure, according to PCI DSS Level 1, SAS70 and FISMA standards. InSided is fully ISO/IEC certified for its development processes and operations and applies security best practices at every operational level. And the platform is continuously tested against several OWASP levels. 9 - insided Social Business Platform

11 Comprehensive SLA Our service level agreement (SLA) is comprehensive and aggressive and includes terms for 99.9% availability, low page latency, 24x7 monitoring, automatic realtime backups, and more. Our dedication to stability and security gives you the confidence to focus on designing and delivering world-class social customer experiences. Rapid product enhancements The insided platform is continuously improved using agile development processes (Scrum / DTAP) and rigorous testing. Its architecture is designed to support customization without locking clients into a specific version or forcing them to make costly code changes each time they upgrade. InSided clients don t have to wait years for new features, manage on-premise software, or worry about hidden upgrade fees. Analytics & reporting The solid analytics and reporting functionality built into the insided platform measures all interactions that occur in your community and allows varied stakeholders in your organization to listen to feedback, measure the effectiveness of their programs and to respond to changes in minutes. Flexible & open A robust REST API and extensive integration capabilities deliver easy customization and two-way integrations with existing architectural frameworks, channel & application ecosystems and workflows (CRM, contact center, loyalty, knowledge base, marketing, analytics, customer portals etc.). This brings formerly inaccessible data into a rich collaborative environment, where relevant stakeholders can view and act on it. Integration across websites and apps InSided communities seamlessly integrate into existing workflows, websites, mobile apps and backoffice systems, fully customized according to your branding guidelines. Community content and user profile data can be integrated anywhere, providing exposure to your own and user generated content and infusing your website and apps with social conversations. Easy & seamless participation Customers are more likely to engage when it s easy to participate. Various registration options, including Social Sign In, Single Sign On, and customer portal integration, make sign up quick and hassle-free. Comprehensive SEO optimization InSided communities are optimized for search engines using custom domain names, structured pages, rich snippets, customized meta data, etc. Search engine links are optimized for your company name and the natural language that customers are using to ask questions, which results in higher click-through rates insided Social Business Platform

12 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. Solutions Transform your business with our social solutions for support, marketing, commerce, and insights. Social Support Social Marketing Social Commerce Social Insights customer support, content marketing, recommendations, voice of the customer, self-service, social CRM, customer segmentation, crowdsourcing, P2P support engagement & loyalty behavioral targeting collaborative design 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 Leverage our passion and experience to transform customer interaction and achieve your vision of social business success hello@insided.com insided Social Business Platform