Sonos Builds An Insided Customer Community To Reduce Support Costs, Improve Product Testing, And Streamline The Purchase Path
Sonos Builds An Insided Customer Community To Reduce Support Costs, Improve Product Testing, And Streamline The Purchase Path
1 PagesA pioneer in full-home sound systems, Sonos aims to provide the highest-quality home audio products. The Santa Barbara, Calif.-based company’s laser focus on the customer experience is why it adopted a social support strategy with an inSided community at its center. Sonos wanted its community to be the primary point of contact for customers in need of support. Less than two years after partnering with inSided, the Sonos community serves more than 1 million users per year. The community now handles 40% of Sonos’ support interactions, helping save the company millions of dollars annually. “The community is our next bet for the future, so when a customer starts with care, he’ll start on the community,” Director of Global Customer Care Denny Haayen says. In addition, community members
