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.