Everything related to community strategy and moderation
Looking to gather data around this question: Can you search for active users with at least 1 post and registered within the last 6 months? I am trying to find out that for every 6 months of the new members joining, are they active and posting at least 1 time within the community. Right now, I can only uncover members all time rather than from members who are only newly registered during that time frame. Does anyone know a workaround or solution to this?
A very common question when deciding on embracing community is;Who should own it?This question came to @anirbandutta and I during our recent session at Gainsight Pulse Europe (Shameless plug alert: Audio and Slides can be found here)Over the years I have seen all permutations and locations. I can say for us here at Gainsight, the Community Team rolls up into our Chief Customer Officer via the Customer Success Team.For sure, no matter where your community falls. You need to make sure you prove value to the executive sponsor and person who pays the bills 💰. Only then can you grown and make even more impact company wide. Running a community is a cross team effort, but we wanted to open up the subject to get your thoughts and input. So, in which team do you currently report into? Marketing Customer Success Product Support Otheror which team do you think you should report into?
inSided Community Success Cohort Program We are pleased to announce the inSided Community Success Program. The mission of the program is to bring together like minded inSided customers and create a cohort to share experience, challenges and successes, to help each other achieve positive business outcomes. Below you will find a few details about the program. ScheduleMonthly inSided driven sessions to advance you on your Community Journey. Session 1 - Community Use Cases and Goal Setting In this first session, the inSided team will introduce the most common community use cases and share the factors that are most important to take into account as you plan your community program. We will then have an introduction for all cohort members to share where they have come from and where they want to go with their programs. You will get inspiration from other members, and also be able to ask questions, assist and advise each other. Session 2 - Analytics, Reporting and Community He
Hi everyoneJust wondering if anyone else’s community is reporting any issues with email notifications?We've been informed by some of our superusers that they've stopped receiving emails notifications to new replies in topics they're following/favourited.It appears as though this is a recent development. Could it be linked to the small release to fix the order of replies in the favourites page? I believe this happened at the end of last week.(They've checked that their notification settings are correct.)
Hello folks, I’ve noticed that unique visitors on InSided vs VA is very different. InSided gives me a lot more unique users which is nice, but suspicious. Anyone know why the big disparity? Also, if the unique visitors metric is not reliable, can we at least trust unique registered visitors?THANKS!
Mapping out a Digital Customer Success journey can sometimes feel like a maze.Fear not, we have your back! Our content teams' latest blog gives you the rundown on:- Segmenting accounts- Enhancing the journey from admin support, post-launch, and beyond 🚀- How to tie it all together with community 👏
[b]Introduction:[/b] Exit surveys can provide valuable feedback about the behavior and experience of the visitors (and members) on your community. An exit survey will provide you with important insights, for example about call deflection. Usually, companies maintain active partnership with a number of online marketing software vendors that will supply them with solutions like exit surveys. inSided has experience in implementing many of such solutions. If there is no vendor preference already, inSided consultants can recommend one. [b]Implementation:[/b] InSided is able to implement an exit survey on the community through a code snippet provided by the client (e.g through Usabilla, SurveyMonkey or Kampyle). The exit survey can then, for instance, be triggered as soon as a user navigates over the navigation panel of a browser. The settings of the exit survey can be set-up according to you preferences. Below you will find an example of most common settings. Exit survey is shown:
Hi all! Calling all friends who have a champions program! Would love your insight! We’re heading towards the end of our first year of having Champions in our Community and are planning metrics for next year as we build out program more. As this is our first year and I’m having trouble finding data for this, does anyone else run a similar VIP program and can help shed some light on this? I used a typical customer retention rate formula, but as our Champions aren’t purchasing product and we only have 9 members total, the answer was far too high. I figured we can count on our VIP members who were active in our Community before our program started would be likely to return and count in our retention data….Any thoughts folks? Thanks!
Hi everyone! I’m hoping this gets some visibility as it can get confusing when differentiating between inSided’s productized Zendesk federated search functionality and Zendesk’s federated search functionality in their own platform. I’m looking to speak to someone who has successfully integrated their community content on inSided using Zendesk’s Federated Search and search crawler. We’ve tried implementing this using inSided’s XML Sitemap, but this only returns a handful of what I’d consider “parent pages” for our community, and doesn’t provide a full index of all pages in our community (including every post, article, etc.). Zendesk’s search crawler doesn’t currently support RSS feeds, so that currently isn’t an option either. Does anyone have experience doing this? Any tips and advice would be much appreciated. Thanks in advance!
Is it possible today to have the entire engagement dashboard only calculated % of monthly active customers and customer activity per month amongst community members only?I appreciate the ability to look at our entire customer base, but would prefer the ability to really measure activity amongst those within the community as there isn’t a way to do that today.
Is there a way to give badges to users based on how many times they have logged into the community? I’m setting up our gamification and was thinking about rewarding users based off the number of times they have logged into our community, but I’m not sure how to do it or if it’s even possible. Also, any input as to what has worked for your community in regards to gamification would be greatly appreciated!
Hi all! Throwing a virtual event for our most engaged users and I’m wondering if we would have more success throwing it during the work day or at 5 PM etc (after the work day). It’s a networking & strategy sharing session if that helps! Thanks, looking forward to your advice!
Google Analytics 4 have told us: On July 1, 2023, standard Universal Analytics properties will no longer process data. You'll be able to see your Universal Analytics reports for a period of time after July 1, 2023. However, new data will only flow into Google Analytics 4 properties. However I’ve been unable to get it to pull any data. Julian had a similar issue a few months back, @Julian did you hear any updates on this? Is everything sorted and I’ve just done it wrong on my GA?
Does anyone have a product built on Salesforce that has an SSO connection to your community that is built on Insided?
Does anyone have a product built on Salesforce that has an SSO connection to your community that is built on Insided? We are exploring how we can add one of our product offerings that is built on Salesforce but are struggling with how to set up an SSO, if tit is possible or if these clients would need to separately login to the Community. Any insight if someone has a Salesforce product connected to their Insided Community would be super helpful. Thank you!
Hey all! Does anyone here use Insided for their Community and Intercom as their support tool and external knowledge base? I’m looking to better understand how other teams: Connect their Intercom Articles to Community posts (i.e. how do you cross-reference all of your self-serve content?) I wish we could have federated search with Intercom Articles and Insided Community posts - have any of you built this on your own? I’m wondering how heavy of a dev lift this process is. Connect live chat with Insided, if at allAny insight is appreciated! Thank you :)
We would like to add following html code to the each and every article we create:<div data-xxxid="xxxyyy"> </div>I find the source code editor from article editor to add the code but when I add it the editor “cleans” it to the following form:<div>&nbsp;</div>How to do this in a right way?We want to use this code to follow it with Google Analytics. With that code we can track certain author and how many times author´s articles are read.
Looking to learn from Community Manager friends what has worked for you to keep internal folks: PMs, Documentation, Support, Engineers motivated to keep supporting the Community?Employee leaderboard and badges are the first gear, but what have you done beyond? What carrots seem to have worked to make Community engagement by non-Customers, not feel like a burdenSpotlighting in newsletters? Physical RnR, Monetary rewards? Made Community engagement part of team KRAs?Also what is the best way you extract that monthly data per team, role, group?
Last week we introduced the Leaderboard feature to our community. Other than a lot of feedback, one user drew attention to something that may be a bug or oversight.On the full leaderboard, badges are also shown. We have multiple users however who do not want to have their earned badges shown on their profile or anywhere on the community. Unfortunately, the full leaderboard does not respect this preference and shows badges regardless of the users setting for badges.Would it be possible to make it so badges aren't shown on the full leaderboard, if a user chose to not display their badges?
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