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Alistair FIeldHead of Community

posted in Announcements

Alistair FIeldHead of Community

posted in Announcements

Gartner layout the Foundations of successful online customer service

Gartner run an annual state of customer service survey and the 2022 results revealed that less than a quarter of customers report starting on a self-service channel when trying to resolve a service issue.This can have significant impacts on support operations and therefore the cost associated with customer support. Self service is a cornerstone of the customer hub. A place to get help, track help, be inspired and share experience. I link here the article from CXM Customer Experience Magazine that highlights the 11 Foundational capabilities of a service portal that I think would lead you on a great path to Customer Hub success. Let me know what you think in the comment below, and feel free to share any examples of portals, hubs and communities you like to use and reference.

5 months ago

tom.shaddockinSider

posted in Announcements

Reduced US Support hours for 4th July

Happy 4th July for all US community members! 🇺🇸🎊 Our US support team will be taking a deserved break during this day due to the public holiday, this means there may be a delay on any non-urgent support queries from customers submitting tickets in a US timezone. We will be operating as normal again from the 5th July. You can still submit tickets to support@insided.com and we will endeavour to answer these as quickly as possible upon our return. We will of course continue to monitor the support desk for any urgent issues. Otherwise, please continue to submit your questions, ideas and conversations to inSpired.

8 months ago

Oliver MarriottinSider

posted in Announcements

Reduced Support for Easter Monday - 18th April

Hello dear community 👋, I hope everyone is doing well. The inSided support team will be operating a reduced service this coming Monday for Easter 🐣, which may mean there is a delay in response to any non-urgent support queries. You can still submit tickets to support@insided.com and we will endeavour to answer these as quickly as possible upon our return on Tuesday 19th April. We will of course continue to monitor the support desk for any urgent issues, alongside our engineers who will be on call should an incident arise. On behalf of the inSided support team, I want to wish everyone an enjoyable weekend.

11 months ago

RobininSided Founder

published in Announcements

InSided joins the Gainsight team – CEO, Robin van Lieshout, shares how it all came togetherAnnouncement

We’ve just announced that Customer Success software giant Gainsight has acquired 100% of the shares of inSided, a truly proud moment for me and the team. In this blog post, I’ll give some honest and open perspectives on how this all came together. How it started When I broke my knee in the year 2000 I had to stay at home for a few weeks, which you can imagine gets quite boring—fast. I joined some online groups and started chatting with other people there, and I immediately felt a sense of belonging and got less bored. I got energized by the conversations. I was realizing the power of community. Next, with some basic programming skills, I started to build my own online forums discussing my passion in those days; consumer electronics.After doing that for a few years, I realized that bigger brands were also looking for technology and advice on how to build their own online community. Those were the early days where companies actually started with providing better and faster care through s

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1 year ago

Oliver MarriottinSider

posted in Announcements

Reduced Support for Christmas Eve & New Years Eve

Season’s greetings dear community , We hope everyone is having an enjoyable festive period and staying safe. Our support team will be taking a much-deserved break on 24th December and 31st December, which means there may be a delay on any non-urgent support queries. We will be operating as normal between 27th December - 30th December. You can still submit tickets to support@insided.com and we will endeavour to answer these as quickly as possible upon our return next week. We will of course continue to monitor the support desk for any urgent issues. Otherwise, please continue to submit your questions, ideas and conversations to inSpired. Thanks for an amazing year and to all our amazing members for making inSpired the community it is today.

1 year ago

Alex CamposinSider

published in Announcements

What is Log4shell vulnerability and does it affect inSided?News

InSided is not affected by the log4shell vulnerability. What is the log4shell vulnerability? What is a vulnerability, in software? But how does it work? Does the log4shell vulnerability affect inSided? Additional informationWhat is the log4shell vulnerability?One of the many advantages of using a popular programming language like Java is that you will find ready-to-use solutions for the most common programming tasks. Meaning, you don’t have to invent the wheel and program each specific task every time. Instead, you can use a wide library of well-tested software components written by other programmers. These code components are called “libraries”. Log4j is a very popular library for Java, and this library helps programmers to keep logs of everything that happens in the application. This time around the vulnerability emerged in the popular game Minecraft.What is a vulnerability, in software? In cybersecurity, a vulnerability is a weakness that can be exploited by attackers (hackers) t

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1 year ago

JulianinSider

published in Announcements

Check out our B2C Community Benchmark for Q1 & Q2 2021Benchmark

It has been on our wishlist for a long time to be able to share valuable benchmark information with you here on inSpired. In the past, this was not an easy task simply because it was not that easy to collect all this information for you in an efficient manner. While we performed a benchmark last year, the process was quite labor-intensive and not scalable. Hence we are super-proud to say that we are now able to offer you these insights on a more regular basis!Before we dive into the numbers however, let’s first have a quick overview what we measured, and how. Scope and methodology This benchmark has a focus on all the B2C communities which use inSided. We further categorized communities based on vertical (Telco & Consumer online services) and also on their level of maturity (more on that later).We have measured only communities that have been live for at least six months in January 2021. It is important to note that, in a small amount oif cases, we were not able to measure all KPIs

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11 months ago

daniel.boonFormer inSider

published in Announcements

Temporary measure: reducing rate at which inSided Salesforce integrations fetch data

SummaryWe’re temporarily reducing the rate at which the inSided x Salesforce integrations pull data from Salesforce. Instead of every 6 hours, data will be pulled every 24 hours. We expect this measure to stay in place for approximately 2-4 weeks. After this, we plan to return back to the 6 hour cycle.When is this temporary measure in effect from?This change will take place from today.Who does this measure apply to?This applies customers in both the US and EU regions.Why is this temporary measure being taken?We’re taking this temporary measure to make it easier for us to improve some underlying performance issues that’ll make the Salesforce integration more robust in the long term.Affected integrationsBoth Salesforce integrations that rely on Contact/Account data imported from Salesforce will be affected:Export community member and activity data to Salesforce [Beta] Import Salesforce Account data to inSidedImpact on your experience with the Salesforce integrationsAny new/changed/delete

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1 year ago

daniel.boonFormer inSider

published in Announcements

Beta Update: Engagement Dashboard & Salesforce Account Import integration

This update refers to the beta engagement dashboard and Salesforce import features.Firstly, thanks to all of you who have been using the Engagement Dashboard and Salesforce account import integration in beta for the last months to measure your monthly active customers.Unfortunately, we unintentionally introduced a severe defect in this feature which impacts the data that powers the engagement dashboard.In this article you can learn more about the current situation, the impact on your analytics, and the steps we’re taking to solve the defect.The problem: not all account data is imported and processed from SalesforceSince Wednesday 18 August ~ 10:00 CEST (04:00 EDT; 01:00 PDT), we’ve been experiencing issues with importing accounts from Salesforce. This was an unintended result of some recent technical changes to the Salesforce integration.In short, the import does not process all imported companies.We’ve managed to solve this issue for communities on our EU server, but we’re still tryin

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1 year ago

Jeanie LeeFormer inSider

posted in Announcements

Customer Education Feedback and Suggestions Wanted

As the Customer Education Manager at inSided, I’m interested in learning more about what kind of education our customers are looking for. While I may have my own ideas, I figured I’d bring a poll to the community and ask our users directly. I’d like to understand what kind of education you need in order to make your community successful. Maybe more knowledge is needed around platform configuration, integrations, community management, or best practices. Or maybe I’m completely missing the mark! I have included some ideas in the poll to get us started, but I’d love to learn more about what our customers need and why. If choosing one of the ideas below, can you provide additional details on what you’d like to learn? -------------------------Outcome:Based on your feedback, I will create educational content in the form of webinars, articles, videos, etc. -------------------------

8 months ago

Oliver MarriottinSider

posted in Announcements

Share your love for inSided and earn $250 ➞ Refer a friend

Welcome to inSided's Referral Program Launching a customer community is hard work and you're bound to get a lot of questions about how you did it. But we hope that having inSided as your community platform made things a little smoother. Now, you can be rewarded for helping other CS professionals or customer-facing teams by telling them about your favorite community platform. How? It's easy! For every new customer you refer, you'll earn $250.1. Fill out the form and meet the qualification criteria.2. We'll get in touch with the person you referred.3. When they become an inSided customer, you get paid. Let’s go!

1 year ago

Oliver MarriottinSider

posted in Announcements

Grammarly Browser Extension Issues - Now Automatically Disabled - 3rd June

Hello everyone, It has come to our attention that the Grammarly Extension has been causing an issue with some of our text editors across the platform. This occurs when text is typed into the editor and Grammarly is triggered to check spelling and grammar - causing the text to disappear and the rest of the text box functionality to break. We have been in contact with Grammarly and they are aware of the issue. Their developers are currently analysing the cause of this issue and are working on a fix - however, no time-frame has been provided for a solution. In the meantime, we suggest turning off the Grammarly extension whilst using your community platform. To do that, please click the G icon on your browser's toolbar and toggle Check for writing suggestions and Show definitions and synonyms via double clicks off. We will keep in close contact with Grammarly and keep you updated once more information becomes available. Thanks, Oliver

11 months ago

JulianinSider

posted in Announcements

Our support environment is currently unavailable

Hi all,due to a temporary issue, our support environment (www.insided.support.com) is currently not available. While we are working on restoring it, you can still reach us directly by sending a mail to support@insided.com I will update this thread once the environment is back up again, subscribe to this topic in case you want to stay up-to-date on this.

2 years ago

JulianinSider

posted in Announcements

Service Announcement: We will be migrating our support environment upcoming monday (6th of july)

Hi all, just a quick heads-up that we will be moving our support environment to a different provider upcoming monday. We do not expect any negative impact or downtime, we have migrated all existing tickets and conversations. So everything will be in the same place. In case you were using a login to access your support tickets via insided.support.com, you will have to reset your password after the switch has been completed. Should you encounter something unexpected, please inform us by sending a mail to support@insided.com.

2 years ago

tom.shaddockinSider

posted in Announcements

Temporarily disabling of GIF uploads

Hi all, just letting you know we need to temporarily disable GIF uploads on the platform for the next 24 hours as we perform some upgrades - we’ll use this post to keep everyone informed as to exactly when we re enable the functionality again, apologies for any inconvenience caused by this!

2 years ago

JorisinSider

published in Announcements

Here's how inSided is dealing with Covid-19COVID-19

We realise that the corona crisis causes challenging times for you, and we recognize the importance of keeping you up-to-date on how InSided is ensuring that your communities keep running at the same high level that you are accustomed to. It is of great importance to us to continue to provide you with the best possible experience at all times. And we also want to be proactive in communicating with you, if and when, you might see an impact on your daily work. Here’s our current strategy: At the moment inSided is asking all employees to work from home, based on non binding Government advice to avoid the spread of the COVID-19 virus. The health and safety of our employees and customers is our top priority. We have implemented a number of policies to reduce the impact of the situation as much as possible, now and in the near future. This, however, hasn't slowed our operations or our deliveries. Our teams remain fully operational and can do their jobs entirely remotely. Data and privacy i

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3 years ago

CristinainSided Product Team

published in Announcements

!! Maintenance window - Wednesday January 22nd !!

We would like to inform you that we have scheduled maintenance windows for our platform which will allow us to do a database maintenance and security updates on Wednesday January 22nd. The maintenance window will last for about 2 hours. Important: During these 2 hours, the communities will stay mostly online, with intermittent downtimes of a couple of minutes. The maintenance will be done separately for the communities hosted on our US server and those hosted in EU, as follows: US maintenance window: Wed 2020-01-22 03:00AM - 05:00AM ET / 00:00AM - 02:00AM PT EU maintenance window: Wed 2020-01-22 / 00:00 - 02:00 CET Should you have any questions or concerns around this, please let us know!

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3 years ago

MartineFrequently inSpired

published in Announcements

inSpired Interactive Session on December 3rd and 12th: How to manage customer feedback via your community?

Hi everyone, On December 3rd and December 12th, inSided organizes inSpired Interactive sessions for our customers, about how to manage customer feedback via your community. At inSided we believe it is really valuable to share knowledge. And we know it is even more precious for our customers to share knowledge with each other. Therefore we will organize online sessions in which we allow our customers to discuss different subjects together. In the upcoming session, we will start with the topic: how to manage customer feedback via your community? If you are interested to join, please buy yourself a free ticket for the date and time of your choice! Because there is no better way to learn, then learning from your peers, right? We are looking forward to see you all there! There are two options. Click on the links below to reserve a ticket for that timeslot. December 3rd 3:00 PM – 4:30 PM CET December 12th 6:30 PM – 8:00 PM CET

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3 years ago

tom.shaddockinSider

posted in Announcements

Upcoming change to the recommendations and knowledge base widget

Hi everyone!This is just a notification that we are planning to release a change to the recommendations and knowledge base widget - this change will remove the ability to edit the titles for these elements using the front end phrases tool.What will actually change?The phrases ‘edit’ button for these elements will be removed from the front end: However fear not! The control for this is just moving to the Control area and will now be available in Configuration > Homepage: The titles are now just normal text input boxes at the top of the Knowledge Base and Recommendations sections - these can of course still be changed at your discretion to other wording or to another language of choice:Knowledge Base titleRecommendations title

3 years ago

JulianinSider

published in Announcements

Coming up: inSpired interactive sessionEvent

At inSided, we believe it is really valuable to share knowledge. And we know it is even more precious for our customers to share knowledge with each other. Therefore we are organizing online sessions in which we allow our customers to discuss different subjects together. In the upcoming session we will start with the topic: How to manage customer feedback via your community?If you are interested to join, please buy yourself a (free) ticket for the date and time of your choice! As there is no better way to learn, then learning from your peers, right?Subscribe quickly before all tickets are sold out!When are these sessions taking place?Our sessions will be taking place at the following dates:Tuesday 26.11. between 15:00 - 16:30 (AMS time)This session is fully booked already!Thursday: 28.11. between 19:00 - 20:30Link to sign up: click hereI won’t be able to make it on the 28th, what can I do?In case you are not able to make it for the session on the 28th: We are thinking about adding a

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3 years ago

tom.shaddockinSider

posted in Announcements

Notification of platform update: We will be migrating to jQuery 3.4.1 [on Wednesday the 19th February]

Post update: We will be migrating to version 3.4.1 Hi there! We wanted to alert everyone to an upcoming change we’re going to make on the platform, we will be soon upgrading the jQuery library used to version 3+. What will this affect?We know that a lot of you have built cool 3rd party integrations (e.g. customizations which you have added under [Settings] - [Third-party Scripts]) - a lot of which are dependant on the older version of jQuery that we currently have in the platform, these could theoretically be affected by this upgrade. We will be making quite a large jump from version 2.2.4 to version 3.4.1 What do I need to do about it?You will need to conduct an audit of your current 3rd party scripts to check the references to the older version of jQuery. There is quite a helpful guide that goes into quite a bit of detail on how to accomplish this in the best way https://jquery.com/upgrade-guide/3.0/. Although the authors of jQuery are pretty good at accommodating old code references

3 years ago

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Announcements

All US communities were offline for several hours on 17-NovIncident Report

InSided joins the Gainsight team – CEO, Robin van Lieshout, shares how it all came togetherAnnouncement

What is Log4shell vulnerability and does it affect inSided?News

Check out our B2C Community Benchmark for Q1 & Q2 2021Benchmark

Here's how inSided is dealing with Covid-19COVID-19

Coming up: inSpired interactive sessionEvent

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