Everything related to community strategy and moderation
Hey guys!Some of you saw my presentation to first-time community managers… During that talk, I mentioned that I was 3 months in to community management, and I was constantly regenerating information about the community, or searching for links to graphics, and so on… As a mechanical engineer coming from MedTech, medical device companies are required to have something called a Quality Manual (it shows FDA the commitment to quality, and typically ties all the SOP - Standard Operating Procedures - together within that company).I figured, why not make one for my community? So I created what I call a “Community Manual.” Hopefully this is helpful - it doesn’t have anything company specific, it’s meant to be a template. If you use it and it’s helpful - great! If it makes life hard, ditch it!Either way, I’d love to hear what you think! What tools have you used to make life easier for you as a Community Manager??Link to Community Manual
After doing a lot of initial research and digging around for industry standards, I found it really hard to pinpoint an exact benchmark goal for average page views/user. I’m curious to know how other people are approaching this type of metric, or if they’re really measuring it or just comparing against themselves? I know that this is pretty different across the board for all industries and more/less engaged communities probably play a factor too- but just trying to get a sense of what others think. For reference, we just launched our Community just shy of three weeks ago, and our average page views/user is 5.4 Any insight or thoughts is greatly appreciated! -Cass.
Hi there,My current task is to create a Content Forecast for the two coming years (2023-2024) so we can have a rough estimate of how many user questions, discussion, and comments we can expect (inside and outside of ideation) in order to have an estimate of how much content will need to be moderatedHow would you approach this?I came up with an idea but maybe somebody has got a better technique :)First off: I already have a member forecast & a session forecast for the next to years. This will be an important factor for the forecast calculations.Basically I have a list of all numbers for the past year with which I calculate a ratio(simplified version here)Month Questions Sessions Members Ratio: Questions p. Session Ratio: Questions p.Member January 100 10000 5000 0.01 0.02 February etc. Then I calculate a monthly ratio, e.g. (topics p. session) and (topics p. member) of each of the above content types.→ e.g. for
Hi all, We’re trying to come up with a rank system that: For some users also include points awarded for completed training courses in our LMS (SkillJar). There will also be users that will not complete any training courses that can still climb the rank system due to community engagement only. Anyone with the experience on the above, and would you know if there is a way for us to build out separate rank paths, such as one for customers and one for partners, where the requirements to climb ranks and receive badges differ?@bas
We are contemplating the possibility to migrate our community from Zendesk to Insided. I know that Insided created the knowledge base feature to “combine your company’s support materials with community generated answers and best practices — all in one category page.” But are there actual exemples of companies (appart from Insided) that benefited from the merge of their community with their knowledge base. It seems that the standard is to keep them separate (lots of Insided customers are still on Zendesk for instance) to prevent mixing too much content and stepping on our community’s toes. Our concerns is that our customers would loose the feeling of the community if our company involves to much in content creation (articles, how to, ...) and eventually to lose their participation within the community.Any feedback on this?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!
Right now, our branded community is focused on increasing engagement with our customers and members. However, we are looking into having our Customer Support team merge into the platform to create a unified experience for our customers and simplify the process for our Support team. One thing I am noticing, though, is that most communities that use inSided use it for one OR the other, not for both reasons. Does anyone know of any communities that operate it for both and how they can function on the back-end (specifically, assigning tickets, not seeping into the engagement conversations, etc.)?
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!
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!
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 :)
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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