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Crankup Webinar Series: Deliver Successful Self-service & P2P Support - Recording (25th Sep 2023)

3 days ago

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KellyBebenekinSpires others

posted in Activation and Engagement

Rewards/Super User Program Best Practices and Lessons Learned

Hi All,On Oct 2, Meltwater Community (closed customer community) will celebrate it’s 1st Birthday and launch our Rewards Program. We have cause to celebrate as we’ve grown to 7k members and launched tons of programming but haven’t reached @ddpancratz monthly engagement levels yet so I am hoping this program will do just that. Wondering if you’ve have launched a program like this and would share any lesson’s learned. I’ve attached an early version of the program - please share any feedback as well.TIA!Kelly

6 hours ago

juan.delrioinSpires others

asked in: Community Success

How to use {topic content} properly in Product Updates

Users subscribing to Product Updates receive what amounts to gibberish. How do I ensure, that if a customer subscribes to Product Updates, they will receive something they can actually read and maintain a good experience?

7 hours ago

SMBinSpires others

posted in Community Success

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

12 hours ago

jennyweigleReady to take it to the next level

asked in: Activation and Engagement

Example Rank Names & Levels

I’m currently advising my client on setting up their gamification for launch, and we are discussing the rank names at this time. Wondering if my fellow community members here would be willing to share a screenshot or example of your rank names? We are looking for inspiration as we brainstorm the various level names for this new community (which will serve an audience of B2B healthcare professionals)! Many thanks!

1 day ago

revathimenonGainster

published in Community Success

Community Bytes w/ Sarah Masterton-Brown: Strategies to encourage new member engagement

I recently had the pleasure of connecting with @SMB, the Head of Community at Mews. You would have definitely seen her here, delving into the world of private community groups and exploring rich discussions like user banning, outage plans, gamification etc. I’m thrilled to share one of my many conversations with her - 2 powerful strategies to boost early member engagement in your community. 🚀 👉 Customer advocates: Tap into the knowledge of customers who are already passionate about your product. Reach out to them, have a chat, and take them on as valued supporters through your strategy. 👉 Keep the Conversation On with Members: Pay attention to those community members who consistently contribute. Engage with them, gather their feedback, and adapt your strategies accordingly. Start with one meaningful interaction a week, turning into 4 times a month and watch your community grow. 💡Are there any other strategies that helped you get that initial engagement from your members? 💡Any rea

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1 day ago

Lais LaudariFully inSpired

asked in: Community Success

SaaS community metric benchmarks

Does anyone know any source that compares SaaS community metric benchmarks? TIA

4 days ago

Sarah_WGetting started

asked in: Community Success

Is there a benchmark for the self service score dashboard?

Hey fellow Community Managers, I was wondering if anyone knows the benchmark for the self score dashboard? What is a good score? Thank you :)

4 days ago

emaynezGetting inSpired

asked in: SEO and Traffic

Google SSO Authentication failed

Anyone know if there is a bug or how to navigate this? I’m worried a bunch of users have given up joining my community because Google SSO isn’t working. They’ve tried multiple times and keep getting the error.

10 days ago

ddpancratzTotal Rock Star

asked in: Community Success

What's your community outage plan?

Today’s outage exposed a gap in our plan and processes when it comes to our community. We have a status page and processes for outages of our platform, but not anything specific to our community when DH is having a platform outage. Hopefully this is a plan that never needs to be used, but I think I need one. Questions I’m thinking through:Length of outage - what’s the threshold for when you need to alert community members? Messaging Channels - Post on other webpages, if so which one? Email? Follow up - at what point does this become something we should share a retrospective with community members? Levels of action - how do tactics change as the length of outage grows?Fortunately, most DH outages are very short and/or isolated to features, not platform wide. But what plans and best practices do you have?

14 days ago

KellyBebenekinSpires others

asked in: Community Success

CansuGetting started

asked in: Activation and Engagement

Badges and Ranks

Hi everyone! We are trying to re-do our badges and ranks on our community and I’m looking for good examples of how can I create a complimentary structure where ranks and badges compliment each other and they are not the same thing. How do you use badges and ranks together on your community? Thank you!

1 month ago

Anjali GoswamiGetting started

posted in Community Success

Embark on a Journey of Community Transformation and Advocacy - DH Crank Up Webinar on 24th August

Get ready to dive into strategies that can transform your community into a dynamic powerhouse and learn how to - Unleash the Potential with Gainsight's Digital Hub Revive Engagement's Flame Cultivating Advocacy from Within Real Stories, Real Inspiration Your Invitation to Rewrite the Story Join us for an enlightening journey in our first ever Crank Up webinar series for DH – Level Up to Boost Community Engagement and Fuel Advocacy. The webinar is scheduled for Thursday, August 24th at 9 AM PST. 👉 Register Here 👈 Speakers - @Anjali Goswami@aman_bejankiwar@Oliver Marriott Have something that you would like us to cover/discuss during this session? - Post it in the comments below👇🏻

1 month ago

juan.delrioinSpires others

asked in: Community Success

Reward subscribing

I want to award a badge to users who subscribe to product updates. Any ideas how to do that?

1 month ago

Xentral_CommunityGetting started

asked in: Community Success

Bulk delete Ideas

Hey!I have to clean up our ideation section.Is there any way to bulk delete “Ideas”?Best,Dennis

1 month ago

revathimenonGainster

published in Community Success

Community Bytes w/ Julian Lindhorst: Measuring content success on community

One of the things I am thoroughly enjoying about this series is hearing real experiences and suggestions from different people in their community journeys.And on that note, I’m back with another one! 🥳 This time, we’ve got @Julian sharing his views on what are the factors he suggests to consider, while measuring content success in your community. Here are his top tips:Majority considerations: Look out for high views and more comments. This also helps you identify trends for what resonates well with the community Overall planning: Connect content measurement to not just the community goals, but also the business outcomes you want to achieve Content promotion measurement: Keep an eye on your content promotion efforts. For example - are you getting enough clicks on newsletters and emails sent to users? What are some other factors you generally consider in your community, to help measure content success?

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1 month ago

ryanne.perryinSpires others

asked in: Community Success

Does anyone use tools besides Google Analytics to measure where the customer found out to sign up for Community?

Hi Community! We currently use utm links with Google Analytics to measure where users find out about the Community and links from any events we hold (i.e webinars, email campaigns, resources articles etc).Community sits under the CS umbrella in our organization and I have been tasked with measuring how many registrations come from each functional area. Previously I have been using utm links with GA (as I understand it there is a limitation in how long they keep the data to reference). So far the utm links have not been adopted by all teams but we’d really like one unifying efficient way to measure where the registration referral came from.Is anyone using tracking methods other than Google Analytics to achieve something like this?

1 month ago

emily.arentGetting inSpired

asked in: Community Success

Self-service score benchmark for B2B Saas communities

Hi there community builders!As we approach the end of 2022 and the 7 month anniversary of our community launch, I’m diving deep on our self-service metrics in collaboration with our Customer Support leadership. I understand that what success looks like is going to differ significantly from community to community. But I’m hoping to zero in on some sort of benchmark we can aim towards for our self-service score in 2023. Is anyone else who’s running a B2B Saas community willing to share theirs as well as how long you’ve been live and any projects / programs you feel have been instrumental to making progress on this metric? For reference - we started at 0.1 back in July and were at 0.16 in November.

1 month ago

JKelleyinSpires others

asked in: Activation and Engagement

Open / 3rd-party badging integration and metadata? (Credly)

Hi, our enablement organization is rolling out Credly digital badging for our certifications. Is there any way to post a badge with metadata included (hyperlink back to a Credly profile) or just the static visual?Has anyone else done anything with open badging standards?I can provide more details if that would help. Our certification events aren’t super-dynamic so we aren’t looking for a full integration at this stage. Thanks!

1 month ago

CansuGetting started

asked in: Community Success

How to increase your community forum followers?

Hi everyone!We are trying to increase our subscribers to our community forums, we have recently implemented a custom widget on the homepage where users can subscribe directly, and I was wondering if you have any creative tips to get users to subscribe more? My other question is, how do you go about measuring the subscribers? We don’t have any benchmark yet (since starting from only a few people per forum) what’s a good target? How did you get about setting yours? Thanks!

1 month ago

CansuGetting started

asked in: Community Success

Community SLAs

Hi all! I’m researching on community SLAs & moderation rules to consolidate our processes. Do you have any best practices that you follow? Thanks!

1 month ago

revathimenonGainster

published in Community Success

Community Bytes w/ Oliver Marriott: Tips for Community Managers

Hello community friends,I'm thrilled to launch a new series - Community Bytes! 🎊 This series aims to foster a collaborative space where all of us get the opportunity to share our experiences and insights about the world of communities, empowering each other to tackle the community world together!To kick things off, our long-time community friend ⭐ @Oliver Marriott ⭐ has shared some of his top recommendations for community managers dealing with new communities. ⬇ His key recommendation is to embrace the freedom of exploring innovative ways to engage with your community members. Here are some more essential tips:Content Strategy & Calendar: Plan this strategically to keep new members coming back, especially in the early stages of your community. Have a routine, but Stay Open: Be daring to experiment and discover fresh engagement approaches within your community. Unleash Creativity: Early stages of your community allows for more creative topics and discussions. Try Different Deliver

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1 month ago

AnitahginSpires others

asked in: Community Success

Do you offer SLA for community response time to specific customers

Hi, curious to learn if any of you offer any sort of SLA for community response time to customers, such as those with premier support agreements?

2 months ago

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