Build Communities

Learn how to drive engagement at scale with a thriving customer community

  • 275 Topics
  • 739 Replies

Community Unplugged Content Available On-Demand!

  • 1
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ElleShutty
Rank
ElleShutty
started this topic

CC data in CS: Reporting Use Cases

If you’re just now tuning in, please check out my FAQ post as well as my Getting Started post regarding the CC+CS integration.Now that you h...
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275 Topics

juan.delrio
Team Captain
juan.delrioTeam Captain
posted in Build Communities

Looking for your DJ Skemaddox fix?

The star of the Community Unplugged, DJ Skemaddox heheIf you are like me and need to get your dj fix on.  May I suggest, A State of Trance on youtube? I need it when I am updating customer records for misspellings.

9
juan.delrio
Team Captain
20 days ago
ElleShutty
Gainsight Employee: Rookie
ElleShuttyGainsight Employee: Rookie
posted in Build Communities

Maturity Progression of CC+CS

How do we recommend planning your CC+CS strategy? What does an ideal CC+CS integration look like? When is the right time to implement which use case? While the timeline will be different for every company and situation, below I’ve laid out a recommended path along with suggested use cases for each step.While onboarding with CC:Enable the CC connector within CSResult: Data from your Community will start regularly syncing to your CS tenant.Within three months of go-live:Add the out of the box widget to the C360 Add a custom “Community” tab on C360Result: Your customer success team will have visibility to customer-specific Community activity.Within six months of go-live:Dashboards for your different personas: Community Manager Executive CSM Result: Your different stakeholders will have access to insightful and actionable data across all of your customers’ Community activity.Within nine months of go-live:Engaging with your Community via JO Programs and SurveysResult: You will have automa

3
matthew_lind
MVP
21 days ago
m4rc
Team Captain
m4rcTeam Captain
asked in Build Communities

When does active since last visit reset?

Does anyone know when the menu item ‘Active since last visit’ resets?orIs there a way that Members can reset their ‘Active since last visit’?Our members are reporting that they belive it only clears if they log out of the community, and many of them prefer to stay logged in.

3
Julian
Gainsight Employee: ACE
26 days ago
DannyPancratz
Grand Slammer
DannyPancratzGrand Slammer
posted in Build Communities

Help! Users are gaming my point system -- what advice do you have?

Oh the irony…On Wednesday, I presented a webinar about recognition helping super charge gamification and unlocking contributions.  On Thursday, I discovered that some users were exploiting our points system. We gave 1 point for liking a post; they were going back years and liking every post to earn themselves points.  I adjusted our point system accordingly, no longer issuing a point for users giving a like to a post Today, I discovered that after I told our users about the change, a few of them started exploiting a remaining loophole:  liking each other’s posts to earn each other points. this is the first time I’ve had to cross this bridge… any advice? My current plan is to leverage the best practice of “celebrate in public, correct in private” and to revisit our community guidelines, tighten them up, and find ways to monitor for outliers and exploitation of points system that works great (when not actively exploited). 

5
Kenneth R
Gainsight Employee: Veteran Rookie
1 month ago
revathimenon
Gainsight Employee: Golden Ruler
revathimenonGainsight Community Manager
published in Build Communities

Recording: A Day in the Life of a Community Manager

Hello all,Thank you so much for joining the discussion yesterday!It was a delight meeting and interacting with fellow community builders on this webinar. 🔥 In case you missed it or wanted to catch up on it later, we’ve got you covered. 😊Here’s the recording ⬇: 

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revathimenon
Gainsight Employee: Golden Ruler
1 month ago
revathimenon
Gainsight Employee: Golden Ruler
revathimenonGainsight Community Manager
published in Build Communities

A Day in the Life of a Community Manager Webinar - March 20th

Hello fellow community builders,I’m thrilled to be hosting a webinar that I bet is very close to all of our hearts! 😊I’m going to be discussing what A Day in my life of being a Community Manager looks like & also dive into how to manage our Gainsight CC platform on a daily basis. Register hereI know what you're thinking - we wear many hats, and I couldn't agree more. 🙌🏽And so this time, I’ll be covering some specifics to kick this off. ⬇We’ll explore 🚀:Daily Routines & Prioritizations: We’ll discuss daily routines that set the foundation for a productive day in the life of a Community Manager. I’ll also be sharing 2 tested methods that helped me to effectively prioritize tasks and manage time to maximize efficiency and impact.  Relationship Management: This is the soul of any CM’s work (and my personal favorite 😉). I’ll be sharing some key factors that helped me nurture meaningful relationships on a daily basis with community members and internally within the organization.

311
revathimenon
Gainsight Employee: Golden Ruler
1 month ago
Jessica.Quazza
Gainsight Employee: Rookie
Jessica.QuazzaGainsight Employee: Rookie
published in Build Communities

Community Unplugged Content Available On-Demand!

Wow! What an incredible event! Thank you to everyone who joined us live at Community Unplugged. The energy was contagious and it was amazing to connect with so many community lovers. For those who couldn’t attend, we missed you! But you don’t have to miss out on the great content. The recordings from Community Unplugged are now available. 🎉 We have video recordings from the opening keynote with Nick Mehta and Kellie Capote, two panel sessions with industry experts, and Richard Millington’s session on proving community ROI. Check out all four recordings here!  Happy watching! 

510
Jessica.Quazza
Gainsight Employee: Rookie
1 month ago
ElleShutty
Gainsight Employee: Rookie
ElleShuttyGainsight Employee: Rookie
posted in Build Communities

CC data in CS: Reporting Use Cases

If you’re just now tuning in, please check out my FAQ post as well as my Getting Started post regarding the CC+CS integration.Now that you have the CC+CS integration enabled and are familiar with how to build reports using the data, you may be wondering what reports we recommend creating.There are many ways you can use CC data in CS, ranging from the quick to implement to the more complex.Starting use cases (Reporting):Out of the box widget on C360 Custom “Community” tab on C360 Dashboards with visualizations and reportsAdvanced use cases (Actions):Community health score as a component of a Company’s health score Triggering CTAs based on a drop/absence of Community activity Using Community data in Journey Orchestrator programsIn this article I’m going to focus on the reporting use cases. C360 WidgetThis can be added to the Summary page of the C360. It contains a few key numbers and allows the user to adjust the time period it is displaying for. Custom “Community” tab on C360You can add

9
ElleShutty
Gainsight Employee: Rookie
1 month ago
Jessica.Quazza
Gainsight Employee: Rookie
Jessica.QuazzaGainsight Employee: Rookie
published in Build Communities

Who's Fired Up For Community Unplugged?!

📣 Hey Community Champions!Are you ready to plug into what powers healthy online communities at Community Unplugged? This immersive, half-day virtual event on March 13th was designed just for you!🗓️ Next Wednesday, March 13, 2024🕒 Time: 8:00 a.m. – 12:10 p.m. PDTI am so excited to be joining @helena415 and @jillian.bejtlich on the virtual stage to tackle the big questions like, is your community serving your customer support needs? I will also be facilitating a roundtable discussion on managing online communities.Besides getting the chance to hang out with me, here are a few more reasons you should come!🌐 It's ALL About Community: We're bringing our community together to talk about community – it's a little meta and a whole lot of fun! Whether you're a newbie or a seasoned pro, you'll walk away with unique strategies, tactics, and actionable steps to drive community engagement and measure your success.🎯 Designed for Every Community Professional: Community Unplugged is for everyone!

270
Jessica.Quazza
Gainsight Employee: Rookie
2 months ago
genells
Shoshin
genellsShoshin
asked in Build Communities

Resources for Internal Employees: Guidelines, Rules, Policies

Hello fellow Community Managers!  Wishing everyone a happy day. 🤓 I’m currently in the middle of an exciting beta launch for our customer peer-to-peer support community. In preparation for my launch I seemed to have focused so much on making sure our community members (customers) having guidelines and resources in place that I forgot all about my peers. Does anyone have resources when it comes to internal guidelines? Think permissions, rules on engagement, dos/don’ts, SLA, style guide or “tone” of community, content submission procedures (for article type posts), best practices for length of said content submissions.Any and all documentation to set expectations with your peers so there is a unified voice when it comes to community participation. Looking forward to hearing your thoughts/suggestions/resources. Thank you!Genells

9
G
Shoshin
2 months ago
KatLeong
Gainsight Employee: Rookie
KatLeongGainsight Employee: Rookie
published in Build Communities

Announcing Gainsight's Community Unplugged Virtual Event!

Drumroll please…. 🥁🥁🥁 announcing the all new Community Unplugged virtual event!This all new, can’t-miss, half-day event on March 13th will feature industry leaders, community best practices, and peer-to-peer breakout discussions to help you build a thriving community.Designed for leaders and teams across Community, Success, Support, and Marketing attendees will discover how community can deliver the value your customers want at scale.🚨 Register Here 🚨   

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KatLeong
Gainsight Employee: Rookie
2 months ago
A
Champion in Training
AnitahgChampion in Training
asked in Build Communities

Best way to host introduce your self

Hi, I am looking for a recommendation for a introduce yourself structure. Starting a post on the topic is not very good because then everyone adding something to the post will be notified every time a new user introduces him/her/hen self, and we’ve received some feedback from external users that creates unnecessary noise (which I agree to). Appreciate any tips. 

2
security_lion
Team Captain
2 months ago
Aman
Gainsight Employee: Rookie
AmanGainsight Employee: Rookie
posted in Build Communities

How do we reinvent our Community in 2024?

@anirbandutta and I want to invite you a webinar called ‘How to Reinvent our Community in 2024’ and explore creative discovery of the next frontier of our Communities, together on January 24, 9am PST.We’ll be talking about:What are some of the short and mid term things we could do? Or even try to break down the long term goals into achievable modules? And do we adapt ourselves toward achieving them?Lets lift the lid off some of those possibilities on the webinar. See you there.                                                       RECORDING IN THE COMMENTS BELOW.

4
genells
Shoshin
3 months ago
safiya
Shoshin
safiyaShoshin
asked in Build Communities

Attendee list download

Hello!I was trying to download the attendee list from an event on our page but keep getting this - Is this happening to anyone else?

3
safiya
Shoshin
3 months ago
revathimenon
Gainsight Employee: Golden Ruler
revathimenonGainsight Community Manager
published in Build Communities

Community Bytes w/ Armin Pop: Establishing community guidelines & policies

Hello all 😃,Kicking off the series for this year with @arminfpop , we're diving into a crucial aspect of community building - establishing guidelines. Ensuring a safe and inclusive environment is at the heart of every thriving community.Let’s quickly touch upon how guidelines play a vital role: Setting Ground Rules: Provides a framework for everyone. Mutual Understanding: Defines expected behavior and engagement norms. Common Goal: Unites the community toward shared objectives.  Some specific rules to kickstart curating your guidelines:Be Respectful: Treat every interaction as a chance to learn, fostering a culture of respect. Express Gratitude: Thank those who engage or answer queries, setting a positive tone.The best way to foster this is to showcase this yourselves as a company in your community. Safe Space Creation: Be open to all questions from the members. Probably even create categories for diverse questions, building a comfortable environment. Consistency is Key: Stick to the

420
revathimenon
Gainsight Employee: Golden Ruler
3 months ago
DannyPancratz
Grand Slammer
DannyPancratzGrand Slammer
posted in Build Communities

Custom Role as "Cookie" for Filtering User Dashboards and Better Metrics

Here’s something new I’m trying this year…What: Adding a custom role called “Active in 2024” to active users each month (and retroactively applying the same for 2023. How: Calendar reminder to do this on the first Monday of each month. Control > User Overview > Filter by Last Activity + Does NOT have the custom role already > Bulk add the custom roleIt’s a quick 5 minute task. (Could it be automated? Eh… There’s a webhook for log-in events, but it’d cost you a lot of Zapier runs, etc. The Bulk action of adding the custom role is one of my favorite features)Then, when I’m using the User Analytics dashboard for monthly or year-to-date reporting, I can filter by this custom role. I’m essentially using it like a tracking cookie.  Why: Improving my analysis of the User Analytics Dashboard. Now, I can actually make use of the % users with at least 1 post metric that comes out of the box (otherwise it’s just noise IMO: the number of users always goes up, some users will become in act

1
Kenneth R
Gainsight Employee: Veteran Rookie
3 months ago
revathimenon
Gainsight Employee: Golden Ruler
revathimenonGainsight Community Manager
published in Build Communities

Community Bytes w/ Armin Pop:Best practices for moderation in early stage communities

Creating a welcoming community hinges on effective moderation, shaping the way members engage and connect. Every community has its unique way of maintaining this delicate balance, and I've been lucky to collaborate with a standout teammate, @arminfpop, in enhancing our moderation strategies while injecting that human touch into his interactions. Armin has shared great practices that serve as the bedrock for moderation in communities. These practices are suitable for any community, but can be especially powerful for early stage communities (first 3-6 months).  The 3 key guidelines are Encourage, Guide and Prescribe.Encourage: Foster a culture where members engage not only with the community team but also with each other, cultivating a lively exchange of ideas. Guide: Direct members toward trending topics, showcasing them and guiding interactions for a positive engagement experience. Prescribe: Introduce specific categories or areas for new users, steering them toward active engagement z

783
arminfpop
Gainsight Employee: Team Captain
3 months ago
revathimenon
Gainsight Employee: Golden Ruler
revathimenonGainsight Community Manager
published in Build Communities

Community Bytes w/ Sarah Masterton-Brown: Tips to create a welcoming community

One of the things I generally love whenever I join a new community is to see the different ways that they welcome a new member like me. I feel like it breaks or makes their relationship to the community to an extent - do they want to return?, are they confused from your mail and unsure where to head next? And @sarahmasterton-brown  from Mews spilled the beans on 2 nifty tricks to help you create a welcoming & inclusive community for your new members.  Crafting Automated messages - Consider taking the help of a copywriter to help write your automatic messages to welcome new members. Make sure it sounds as personal as possible. (A great example from Mews - 00:37) Mapping user journeys- Take a deep dive into each persona of your community member to understand their needs from your community. Craft a seamless path to guide them effortlessly towards the answers they seek. You could even take help internally to test this out and fix the user paths from their feedback.What are some of you

633
vishkatti
Gainsight Employee: Rookie
3 months ago
E
Emmanuelle_OVORegistered User
posted in Build Communities

Creating a super useuser programme

Hey!  Thinking about how to create an official super user program for our Online Community. Read a really brilliant article by FeverBee, which got me thinking.  I want to improve our existing processes, strengthen engagement.  Some ideas I’ve had so far: A yearly ‘renewal’ of membership, ensuring that SUs that remain are engaged.  Conducting a yearly survey to get feedback from SUs. What we do currently: Monthly meet ups with employees from different areas of the business A private area for SUs Keeping them in the loop with company changes/updates Any ideas or resources you have to help me on my way would be really appreciated? If you run a community and have some advice please share 😊

4
Ditte
Champion in Training
3 months ago
jessicadaniels
Shoshin
jessicadanielsShoshin
asked in Build Communities

Gainsight Engagements: Ideas to drive clients to the community?

Hi community peeps!For those of you who have both Gainsight PX and Digital Hub, are you using any engagements (knowledge bots, sliders, etc.) to drive people from your platform/website to your community? If so, what are some of the engagement ideas you have used that seem to draw folks in?For those of you without PX - we are looking to drive more overall engagement within our community despite the time of year. Do you have any general engagement activities that you’ve seen work well, or that you get a good response to from community members?Thanks in advance :) 

8
anirbandutta
Grand Slammer
5 months ago
Lais Laudari
Veteran Rookie
Lais LaudariVeteran Rookie
posted in Build Communities

Brazilian Communities

Is there anyone here who manages a community with Brazilian members?😃

8
leo-inspired
Gainsight Employee: Rookie
5 months ago
C
Shoshin
CansuShoshin
asked in Build Communities

Social Media Activity

Hi everyone! We want to expand our ranking & badging and involve activities such as social media shares from the community. ie. When users share a community article on their (LI, FB, X) they receive a badge. The question is how can we check this 👀 thanks!

2
revote
Golden Ruler
6 months ago
revathimenon
Gainsight Employee: Golden Ruler
revathimenonGainsight Community Manager
published in Build Communities

Community Bytes w/ Sarah Masterton-Brown: 3 important factors when launching a community

I’m excited about this one because this topic feels so unique, yet so much to learn and implement from each other’s experience.We're delving into the unique world of community launches, with the fabulous @sarahmasterton-brown  sharing some golden tips on this.Let’s dive right in to the details:  Don’t stress the numbers rollercoaster: It’s quite normal to witness a surge in registrations & views in the initial 3 months, followed by a possible dip. But fear not! This rollercoaster can help a lot in understanding your community's growth patterns and fine-tuning your strategies for the long haul. Spot your customer advocates: Rally support from them (Check 00:38 for a real example from Mews) Slow down on Gamification in the early days: Channel your efforts into creating value-driven interactions that resonate with your new members. Save the dazzling gamification fireworks for later down the road—perhaps around the 6-month mark. Which tip resonates with you the most when you launched y

401
anirbandutta
Grand Slammer
6 months ago
sarahmasterton-brown
Team Captain
sarahmasterton-brownTeam Captain
posted in Build Communities

Calling for inspiration: Community sponsored events

Hi wonderful people.My company is hosting their annual event for the hospitality industry in April 2024. It’s big and it’s fun and I have a unique opportunity to have our community act as a sponsor of this event.I plan to make community a very predominant feature of the event - we’ll fly in some of our super users, have them host panels, set up a community dinner, and organise lots of promotional activities supported by the community. I have budget, and already have sign off for a rebrand of our community in time for April.Have you done something similar or smaller scale and could share your ideas?Do you know of any cool events providers, 3rd parties that you have used that you really liked?Have you been to another event and seen something that caught your eye?I’m looking for some ideas and inspiration of how I can make the most success out of putting the Mews customer community in the spotlight.Can you help? I’d really appreciate any time you can spend putting your thoughts in the thr

4
sarahmasterton-brown
Team Captain
6 months ago
tiffany.oda
Team Captain
tiffany.odaTeam Captain
posted in Build Communities

Salesforce Integration Use Cases

I’d love to get a thread going on gaps that people have found with the Salesforce integration and the workaround solutions that people have created (or not found a workaround for and could use some help). Here are a few that I’ve encountered: Community Members who are not Salesforce Contacts - how are other community teams tracking and reporting on community members who are not existing Contacts in Salesforce? This essentially means that Salesforce won’t have comprehensive wholistic reporting. It’s not a report for community activity, just the community that’s in Salesforce as Contacts already.  Historicals - From the original inSided help article, “If a Contact is subsequently found for a Community Member, then we’ll link the Contact on the next data sync interval → however, historical data (community member activities) will not be sent for this Community Member to Salesforce.” - does anyone actually go to put this historical information into inSided? Again, not including historicals

4
juan.delrio
Team Captain
6 months ago

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