Case Study KPN (short)

KPN delivers mobile, landline, TV, and internet service to millions of customers in Europe. Facing fierce competition in all of these areas, KPN is under constant pressure to offer a world-class experience to both its B2C and B2B customers.

This challenge is what led KPN to launch an customer community. Recognizing that consumers sought fast, simple self-service options, KPN designed its community to serve as a digital knowledge base for its customers. Today, 45% of the customer questions in KPN’s community are answered by other KPN customers.