Everything related to community strategy and moderation
You probably realize by now that your community can potentially benefit your company in a variety of ways. The natural question at this point is usually: “where should I begin?” Prioritizing your efforts matters. The starting point should always be given by your community objective and your community concept. Both aspects provide you with a clear guidance about where the opportunities lie, as well as help you determine the opportunities that are consistent with the role that your community is playing within your online ecosystem. To make sure that you are able to highlight the potential value to internal stakeholders there are several practical steps that your should consider. Begin with ensuring that your company’s digital media or website owners help you position the community towards your customers. Integrations are central in helping you bring relevant traffic to your community and to show the preference that customers have for user-generated content in comparison to sponsored or
How to sell your community internally and highlight its value: Advantages of using a community for improving products and services (KB)
Your community is a rich source of data about your customers and prospects. Conversations in the community can reveal insightful data on frequent issues, popular features and most desirable improvements to your products and services (See also [url=https://inSidedhq.atlassian.net/wiki/display/SD/Post+field+analysis]Post Field Analysis[/url]). The community is also the perfect source of product and process testers. This is because, on the one hand, Super Users often display high levels of technical knowledge about a company's products and services. On the other, regular users can be seen as a representative sample of customers, who will therefore use a product as a typical customer would. Your product and development team can select testers based on their role in the community, therefore ensuring that they have the required knowledge on products, belong to the right demographics or are loyal customers, all of which ensure that testers remain engaged throughout the different phases of te
[h1]Why sell your community internally?[/h1] The more involved the different business units within your company are in your community, the more embedded the latter will be within your online ecosystem and within your business. Involvement from other business units can vary in intensity, but in general terms every area of the business can gain from the rich data produced by your community on a day-to-day basis. A community can directly deliver value to at least three areas of your business: Customer Care, Product and Development and Marketing and Sales. For Customer Care and Support a community can potentially result in big savings on call deflection as well encouraging higher levels of peer-to-peer support and self-service. A community can help your Product and Development team improve current and future products. A community can help your marketing team promote products and leverage their branding efforts. Marketing and branding units can also incorporate the community within premiu
Starting out with the OVO Community was a challenge for sure. We were first timers, never done anything like this. So how did we tackle getting the community up and running with a well established customer base? To start, we knew we needed to engage people that we had a good idea would be interested in at least the concept. We offer customers an online discount for managing their account online, so these customers were an obvious choice to target with our first communications. We already know they like to manage things online, therefore are more likely to want to get help/self serve online. Secondly, we were lucky enough to have a research community that was already up and running which we knew had engaged OVO customers ready and willing to support us. Last but not least, our social audience. Again, these customers fit right into the target pot for launch. Anyone in a social space, again more likely to want to self service, and also gives us more chance of someone shari
User-generated content is hot! Consumers rely more heavily on each other's opinion than on branded content. Thus, UGC is one of the most (if not the most) powerful tools you can have in building trust with your customers and prospects! Read more about how this works in [url=https://blog.insided.com/the-value-of-real-peoples-opinions-why-user-generated-content-is-so-popular-in-these-6-categories-dc5b355ca18a]this inSided blog[/url]. [b]How do you ensure there is an abundance of UGC in your community? Share your story and help out the community![/b] [img]c78df470-818d-4bd9-a00a-6db6a8c7df1a.png[/img]
Simyo, T-Mobile and KPN have the highest NPS (Net Promoter Scores) measured in The Netherlands, scoring well above the country average. Beside all three being telco’s, they have two important things in common; they are some of inSided’s first clients, and they have a longstanding commitment to customer experience. [url=https://blog.insided.com/maximize-nps-with-this-one-digital-investment-8f15f7ef5440]Read here[/url] about what value you can achieve with your community conversations. What value have you gained with the content your members create? Let us know by commenting and help out the community! [img]52c83132-08fa-4192-83c4-2a156053f8c1.jpg[/img]
By 2020, the IoT (Internet of Things) market will be worth close to an annual $4 billion, says McKinsey. Supporting the people who buy these IoT appliances through the power of your community in essential, as we discussed in [url=https://blog.insided.com/the-future-of-connectivity-enhancing-iot-support-with-customer-conversations-9e9b0f7be04]this blog[/url], but conversations in your community can also have a big impact on the pre-sale phase of these electronic goods. [url=https://blog.insided.com/build-a-better-iot-shopping-experience-with-community-conversations-33dd9fe43177]Read here[/url] how communities deliver detailed information, more qualifying opportunities, and smarter upsell. Do you see your community helps customers make quicker and better purchasing decisions? Tell us how you do it by commenting!
We have talked previously about how communities can add value to organizations in the IoT (Internet of Things) space. You can read about [url=https://blog.insided.com/the-future-of-connectivity-enhancing-iot-support-with-customer-conversations-9e9b0f7be04]how they enhance support[/url] and [url=https://blog.insided.com/the-future-of-connectivity-enhancing-iot-support-with-customer-conversations-9e9b0f7be04]how they help customers make purchasing decisions[/url]. Eneco’s smart thermostat called ‘Toon’ is a good example of an IoT product, and is so important to Eneco that they have created a dedicated inSided community. Read about it in this blog and get inSpired by the [url=https://blog.insided.com/an-iot-community-in-action-utility-eneco-builds-relationships-around-its-smart-thermostat-3fb1e57a7b56]Toon community[/url].
IoT (Internet of Things) can make our homes safer, more comfortable, and more enjoyable. But getting all your appliances from different manufacturers to “talk to each other” can be quite complex and confusing. Read [url=https://blog.insided.com/the-future-of-connectivity-enhancing-iot-support-with-customer-conversations-9e9b0f7be04]here[/url] how your community can help reduce this complexity by connecting members that are new to the technology with their more knowledgeable peers. How does your community bring together members to learn from each other? Let us know by commenting!
Your community members are eager to help you innovate your products and services, but are you getting the most out of their knowledge and insights? [url=https://blog.insided.com/3-reasons-communities-accelerate-product-and-service-innovation-e490a90a90fc]Read this blog[/url] to find out how to leverage your community for ideation. Did you use other techniques to gain insights from your community members? Or do you have further questions on how to use the mentioned methods? Let us know by leaving a comment!
Are you aspiring to make your community the first place your customers go when they have questions? You can achieve it in just 3 simple steps! Read about how Simyo did it [url=https://blog.insided.com/3-steps-simyo-took-to-make-conversational-service-its-primary-support-channel-6df7218d90a7]here[/url]. Are there any other steps you have taken to put your community in first place? Let the community know!
The look and feel of your community matters, our data shows. We have seen it lead to higher amounts of posts, more traffic, as well as longer time spent on the community website. Learn all about the 3 benefits of design [url=https://blog.insided.com/3-benefits-that-great-design-delivers-in-a-customer-community-1782dcec065e]here[/url]. What are your website elements that contribute to your community’s engagement? Let the community know!
In the videos listed below, Rogier shares community benchmark metrics from 18 telcos and explains where the true business value lies within telco communities. Or read [url=https://blog.insided.com/how-telco-communities-generate-long-term-business-value-12bf18d7b4e7]his article[/url] about this. [url=https://youtu.be/khQ52vt6eVY]Learn what role a community plays in enhancing your customer journey.[/url] [url=https://youtu.be/POkDcS2uPys]Learn how a community adds to the pre purchase phase in the customer journey, which we call conversational commerce.[/url] [url=https://youtu.be/OebY9VwxPd4]Learn how a community adds to the post purchase phase in the customer journey, which we call conversational service.[/url] Enjoy the videos! We love to discuss your findings, don't hesitate to share your thoughts!
Hi, I'm interested in how others use the Analytics provided ... we have multiple sources of data within our company and with other systems we can use apis or services to merge them into dashboards that cover more of our online journeys, not just community. However, with InSided we just have the option to export csv files, as far as I'm aware. I'm a lazy person and this seems like a manual process that we have to invest time in every given time period. Is there any smart way of using the analytics available to update external sources? Thanks!
From now onwards we will discuss interesting and challenging aspects of community management. We kick-off our videos with a topic that is essential for community managers and community success: [b]Sense of Community[/b] [video]https://www.youtube.com/watch?v=vSevuho189E&feature=youtu.be[/video] Don't hesitate to leave your comments or questions below and remember that you can learn how to measure Sense of Community by visiting our [url=https://insidedhq.atlassian.net/wiki/display/SD/A+guide+to+measure+Sense+of+Community]Knowledge Base[/url]
We believe Sense of Community is important as it shows the level of liveliness within your community and it tells you something about the likelihood of people to contribute. We looked into three different metrics: 1. The number of unique contributors in a thread 2. Percentage of single user topics 3. The relationship between unique contributors and posts per topic The research found that a higher number of contributors per topic has a positive impact on the amount of conversation in your community. Want to know more about the benchmarks created and how to measure the Sense of Community within your online community? Go to our [url=https://insidedhq.atlassian.net/wiki/display/SD/Sense+of+Community]knowledge base[/url] to find out more. Do you have more questions? Make sure to ask and let us know how you keep your Sense of Community happening :) [img]24be2077-0a79-4de7-9a41-e0b9a6e1179d.jpg[/img]
Proud to say that we (BNP Paribas Fortis) launched our community last week! Well actually, we launched two communities : one for the Dutch speaking part https://nl.community.bnpparibasfortis.be/ and one for the French speaking customers: https://nl.community.bnpparibasfortis.be/. It will be very interesting to see how both evolve and what the differences will be in the different languages. One week after launch activity is still very very low, so we are looking for possible other traffic drivers. [b]I was wondering whether you have some best practices regarding traffic generation? [/b][b]Other question [/b]: We thought about posting some more inspirational content within 'Praatcafé' but I have the feeling that it is too soon for that? Since it is a servicing community, aiming at answering bankrelated questions, people will come to our community when they look for an answer to a specific question. We tried to generate some engagement with the topic 'zakgeld' in Praatcafé,
Working in a contact centre environment, we are currently tracking amount of time spent on the forum by the moderator team, but how do you measure how productive they are being? For any other action, we can measure CPD, contacts per day etc, but with forum that's more tricky. I know the team and making the best use of their time, but how do I demonstrate this to the rest of the business. We've bounced several ideas around but have yet to find a solution!! Any help would be appreciated!! Darran
Hi guys, Does anyone know some communities that excel in providing entertaining content? Where people come together and discuss for example their hobbies, interests, etc and where the success is not caused by service-related topics? Thanks! Bart
Hello everyone ! We’re planning to organise something special for Easter on our Community. Last year we organised a nice contest which thought us a lot. I’m reaching out to your experience as inSpired members so we can better our idea before launching it. I’ve got many questions => Our goal is to wake up our members and to keep them awake. Do you think a contest is a good tool for this, or would a different approach be better? => If we do choose to launch a contest, should the contest be difficult or easy? We would like to see most of our members participating, but we don’t want it to be a contest for dummies. => What about the reward for the winner? Our experience taught us that a big prize (for example a handset) attracts members who only come for the prize and then leave the Community again. On the other hand, a small prize doesn’t seem sufficient to generate lots of traffic. What do you think? Your views are much appreciated! Yoann
Dear inSpired community, I am struggeling and are desperate for help! In my Telco-world the numbers is the key to get ressources and survival. Unfortunately, my exit-survey is providing me no help, and i was hoping that we could share experiences on how to make a proper exit-survey. Our current situation is this: almost 10.000 users had the survey presented this month, but only about 70 users actually filled it out. The low amount of replies makes it difficult to gather feedback and improve, but it also looks horrible on reports when resolutionrate and customer satisfaction can move 10-15 percentage points each month for no specific reason. The survey-behaviour is currently the same we use across the website [b]Desktop:[/b] 30 seconds on a page and then move the mouse towards the top (40% of the time) [b]Mobile:[/b] 5 Pageviews (60% of the time). I was speculating, if it would make sense to customize the survey so it would fit the user-behaviour/journey based on
Since I'm new to this forum, I am curious to read your good tips on how to obtain a better interaction between members. On our forum (mobile services) members use the forum to ask questions to the moderators instead of to other members. For example 'Why is my invoice so high?', 'Can you activate this service?' and so on... There are almost no members who will start an open discussion or post questions directed to other users. Do you think we should put more energy into a Lounge area to tackle this ? Shall we stop providing answers to specific/support questions ? All suggestions will be very welcome !
Hello everyone, At NOS community we are setting up the post field analysis. We would like to hear from you (that have more experience than us) regarding the best KPI and metrics :D Could you please give us some of our own examples? What are you measuring right now? Which metrics don´t work so well in terms of results? Suggestions are very welcome :cool:
Hi, I was wondering which performance indicators (KPI's) you guys use to show the importance of your community. I'm looking into using the Insided conversion funnel for our KPI's, so the conversion from visitor to registration as a KPI, from registration to first activity, etc. [img]b9d9d6fd-49d5-45c5-9939-329840d46be9.png[/img] Do you think this could work? Or do you have other good ideas? Thanks, Jolien Edit: Can a moderator edit my title :8 It should be 'your'
How to create the right gamification strategy for your community Daniel Vargas Gómez Games definitely can make your content more fun. But before you start, keep this question in mind: what’s the game that you want your members to play? To create the right gamification strategy for your business Daniel gives us some MAJOR advice. Here are some top takeaways: [list] [*]Always have a topic that’s relevant to your top users. [*]Get your objectives straight. [*]Be aware of activation become harder if you have only organic traffic going towards your community. Because it means you’re throwing in many lurkers. Even if your targeting to 30% of your community, it’s better to reach those then to go and try to aim for 100%-which is almost impossible. [*]Therefore, go to your marketing department and ask them for in-depth data on customer and prospect segmentation. This way you can deliver quality traffic to your community and target your audience much better. [*]No my
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