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The 2020 Community Industry Trends Report is available from CMXhub - it’s free and ungated. It provides some really good insights - top frustration for community managers - increase engagement. Most common objective for community managers - customer retention and loyalty. Less than 50% of community managers are able to track customer retention and less that a third are using a CRM tool to link to customer data. I am excited that InSided has a saleforce plugin that will link to customer data in development, this will help me show value and track customer retention. Download it today and share your thoughts
I just wanted to share this with the community, especially those based in the Netherlands. Hope that's ok. Peter Staal and Kirsten Wagenaar from Bind have written a book about communities. The book 'Organising in communities' will be published in the autumn! For the book we interviewed dozens of organisations such as KPN, RTL, Philips, Shell, Ziggo and several municipalities and ministries in order to be able to translate theory into practice in the best possible way. The book takes the reader along in twelve chapters on the how and why of communities in which theoretical models, quotes, practical tips with a vision of the future and the role of business communities. Initially the book will be published in Dutch. Further information and to reserve your copy: [url=https://www.managementboek.nl/boek/9789463191982/organiseren-in-communities-peter-staal#over ]https://www.managementboek.nl/boek/9789463191982/organiseren-in-communities-peter-staal#over[/url]
[b]What sets your community apart from the rest of your support stack?[/b] Your community is basically a dynamically growing self-service content hub as your customers will continuously add questions and answers. Your customers help you to build a knowledge base that is always up to date. The content of your community is not only based on what [i]you[/i] think is important to your customers, but also on what [i]they[/i] actually need. What’s more? All content is transparent and available for all users. Looking at service channels, this one-to-many way of communicating, and the publicly visible interactions, could be compared to support via social channels like Twitter or Facebook. That being said, the benefits of using a community over social media channels for support are threefold: 1. The SEO power of a community is much stronger and you can easily lead visitors to your own secure domain. 2. You can highlight the most helpful and relevant content that you want to be readily acces
You want your customers to get the most out of your product while being happy customers and true advocates, right? Your community is key to achieving this in a scalable way. In this article inSided shares some tips and tricks on how this could be done. [b]Provide the information your customers need to achieve their goals[/b] Your customers bought and started to use your product because they had a need. By providing all possible information that helps them reach their desired outcome in your community, you will create trust and loyalty. Of course, your customers want to get relevant information quickly and effortlessly. According to one [url=https://www.forrester.com/report/Trends+2016+The+Future+Of+Customer+Service/-/E-RES61372?utm_source=hs_email&amp;utm_medium=email&amp;_hsenc=p2ANqtz-8AFdH3YuJysZ7HIiYvuPTNTDiEnU8Kwxn25muQgimegIWHvKjAVs_mOPsIm5Q3_XXpqaM1]Forrester report[/url], [url=https://www.forrester.com/Trends+2016+The+Future+Of+Customer+Service/quickscan/-/E-res61372
I just wanted to share this with the community, especially those based in the Netherlands. Hope that's ok. Together with the Radboud University (Nijmegen, The Netherlands), we ([url=https://www.bind.nl/en/]Bind Community Building[/url]) have set up a course on communities. The course covers everything from the scientific theory to practical implementation. Topics such as informal leadership, the psychology of participants and organisational aspects of communities will be discussed. In this course, a community is defined as a collection of participants or organisations that contribute to a collective goal on the basis of common values or identity. As the environment of organisations is fundamentally changing, the boundaries of organisations are blurring, knowledge sharing is becoming easier through technology and organisations and people are looking for connections. This calls for a new way of working together. ‘Community’ is becoming more and more important. This raises the quest
[i]Hello inSpired community,[/i] [b]Do keyboard shortcuts exist in our inSided communities? [/b] I often find myself re-editing responses in order to highlight specific parts, [u]mark[/u] a specific term, add a hyperlink etc. If only I could do that by cmd+b (bold), cmd+i (italics), cmd+k (hyperlink), etc. Doing so with the help of keyboard shortcuts would speed up that process for me and I would love to see this implemented. Cheers Mathis
We want your help in coming up with individual moderator objectives and KPIs, to support our team objectives around traffic/activation, value and ROI. It's actually tricky to ID 'effective and successful moderation': [list] [*]If one regular user becomes a super user, who knows which mod did all the grafting. [*]If 1000s of post fields have been added, there's no indication which mod added them. [*]Peer to peer might be due to a diligent mod's PMs, whereas another mod leaving comments leaves a bigger footprint and appears more active [/list] Effective content creation, views and comments etc is something we're thinking about. How many 'Likes' is also a good indicator of helpfulness. Any tips would be welcome!
Good read - [url=http://www.onlinecommunityresults.com/2014/01/27/online-community-roi-how-to-prove-it/]Online Community ROI: How to prove it[/url] [quote]The underlying premise of the webinar was that an online community that integrates with your back-office CRM database, capturing online activity in your database of record, allows your organization to directly tie online engagement to ROI. When you can correlate activity in your community to favorable business outcomes like retention, product purchases, event attendance, and etc., it becomes far easier to prove the ROI of your community efforts. This takes you beyond the intermediate step of Return on Engagement and gets you straight to dollars and cents ROI.[/quote] What I like in particular is - [b][i]online community that integrates with your back-office CRM database, capturing online activity in your database of record, allows your organization to directly tie online engagement to ROI[/i][/b][i].[/i] I feel that insight is
Hi all, I've certainly developed a passion for online communities, since we launched our OVO forum back in 2017. As a moderator, I'm asking anyone at Insided, and all of the lovely community managers that use this platform for advice. Plus it's a good talking point! What 5 actions should someone take, or 5 skills that someone needs to learn, that would put them in a great place to pursue a career working with online communities?
Hey everyone, I'm happy to announce that we'll be launching our Insided community this week. Lots of little things to take care of but the team and I are really excited. A lot of hard work has gone into this on the Insided side and ours. Be sure to send us some 'good vibes' this week. I'll circle back here and share our new community with you when we're up and running. Cheers
You are reading this on a Desktop PC. There is nothing wrong about that, we also do it. However, most of your users visit your Community via their mobile device (usually 60%-80%). We want to offer a high-quality experience for all visitors, no matter what device they are using. Our fully responsive design is there to ensure that every user can enjoy the community, even on smaller screens. As we constantly improve the platform we also have to make sure that the experience on smaller screens remains good. This is why our product team organized the "mobile week" @ inSided: During the mobile week we wanted to access our own (internal) Community as much as possible via mobile, in order to spot those issues which are only visible to people who access via their smartphones. We had two goals: [list=1] [*]To boost the mobile usage during this week from 15% to more than 50%. [*]To receive as many reports on bugs / layout issues as possible, so that we can optimize the mobile experien
Kudos to Danielle Juson - content writer on the InSided blog. I am really enjoying that material and sharing with my team. Please pass this along to her. Some of her recent posts: [list] [*][url=https://www.insided.com/blog/enrich-your-help-center-with-rich-user-generated-content]Enrich Your Help Center With User-Generated Content[/url] [*][url=https://www.insided.com/blog/does-your-knowledge-base-really-answer-your-customers-questions]Does Your Knowledge Base Really Answer Your Customers' Questions?[/url] [*][url=https://www.insided.com/blog/how-to-grow-your-online-community-at-lightning-speed]How to Grow Your Online Community at Lightning Speed[/url] [/list] Enjoy!
Thought I would share this interesting post on "Down Voting" [url=https://medium.com/the-physics-arxiv-blog/data-mining-reveals-how-the-down-vote-leads-to-a-vicious-circle-of-negative-feedback-aad9d49da238]Data Mining Reveals How The “Down-Vote” Leads To A Vicious Circle Of Negative Feedback[/url] I think they have the right idea and I tend to agree with their research. Here is the link to the [url=https://arxiv.org/pdf/1405.1429]research paper[/url]
Came across this post and thought I would share: It shows you how engaged different portions of your user base are. What are your thoughts on this? is it useful? [url=https://www.danwolch.com/2017/12/segment-your-user-base-depth-of-engagement/]Segment Your User Base: Depth of Engagement [/url] [url=https://andrewchen.co/power-user-curve/]The Power User Curve: The best way to understand your most engaged users[/url] Thanks
Hi all, You've probably heard of the Community Roundtable, that publishes a yearly report on the State of Community Management. This provides valuable insights to many community managers worldwide. It would be great if you can also fill in their survey, so they get more data and this way we can also involve inSided in the results ;) [url=http://www.surveygizmo.com/s3/4145523/State-of-Community-Management-2018]http://www.surveygizmo.com/s3/4145523/State-of-Community-Management-2018[/url] The report will be released in May, we'll make sure to add a link to it on inSpired Community. Thanks for your participation! Denise
Hello everyone! :relaxed: Today, our community celebrates its [b]first anniversary[/b]! :champagne::beers::champagne_glass: [img]https://uploads-eu-west-1.insided.com/inspired-en/attachment/224e5c8c-745a-48a1-ae9e-af414328e96f.png[/img] Time flies and I can´t believe that this [url=https://community.insided.com/news-updates-16/fresh-new-forum-nos-42]post[/url] made by my colleague Hugo already has one year! [u]Our aim[/u] is still the same: “[i]to empower clients, and bring us closer to them, by being the more relevant, rich, fast and simple online help channel to solve questions and share experiences[/i]”. Let me present to you [b]our latest number[/b], that makes our team very proud of: [img]https://uploads-eu-west-1.insided.com/inspired-en/attachment/460861e0-e6a1-4cf4-b055-16f36c10b5d9.png[/img] What else can we say? [list] [*]Now, more than [b]50%[/b] of our traffic is coming from [b]mobile devices[/b]; [*]Our moderation team have [b]edited[/b] more than
Hi everyone, A former colleague of mine recently shared an interesting article with me on the topic of machine learning & AI in a community & support context. I’d like to share it here, too, and thus start engaging in an ongoing conversation where all of us have the opportunity to find & share relevant content worthwhile reading. So, without further a do, I’ll start with this: [url=http://www.instrument.com/work/moderator]http://www.instrument.com/work/moderator[/url] What articles - or books - have you come across recently that were relevant to your job? Are you subscribed to any blogs, newsletters, podcasts (you name the format) to keep up to speed on what’s happening in the professional Community & Customer Support world? Cheers Mathis
[user=208]Henri[/user] [user=264]Steven B[/user] [user=251]Bram[/user] [user=226]Sophie[/user], I was quite impressed with the super cool brand activation that Proximus made in Rock Werchter! [img]816db050-c9db-453a-abf7-3d104c683426.jpg[/img] So many people were wearing Proximus caps! Really well done! Second best only to the music ;) [b]Congrats![/b] [img]e5edc4ba-c381-4d4b-ba56-b0e8db57eb4c.jpg[/img]
Hello, I joined inSided as a Product Owner for Developer Experience at the beginning of the year. I am eager to understand the jobs, pains and journey you take with our products from a development point of view. Feel free to show your interest if you are happy for me to observe, interview and gain insights about the developer experience with your community. [b]What counts as Developer Experience?[/b] [list] [*] Using our APIs [*] Creating cool integrations [*] Tools and Deliverables for a developer. For example, SDKs, Docs etc. [/list] Best wishes, Gino
Hi all, Later this year we will host our Annual inSpired Conference here in Amsterdam! :relaxed: Looking forward to seeing you all there again. Soon, we will provide you with more information on that. For now, I am interested to hear what other events you are attending about communities/social support/engagement/etc. And if you go to an event, what are you mainly looking for? I am curious to hear!
Hey guys, following the last Innovation Lab and the comments about a back-end shortcut I thought this community would be the right place to share the workaround we use at Sonos. This will work if you are a Google Chrome user but you might have other ways to implement it on other web browsers. The trick is to replace the Chrome Home button by the shortcut.[img]49bf5404-bfd8-4120-a405-7fab0ba93aba.jpg[/img] [b]1.[/b] Activate the home button: Go to the Chrome Settings > Appearance and activate Show Home Button [b]2.[/b] Modify the following code by replacing the Sonos url with yours: [code]var url = window.location.toString();window.location = url.replace(/en.community.sonos.com/, 'sonos-en.insided.com');[/code] [b]3.[/b] Click on 'Change', select 'Open this page', paste the code and press OK. Now you should be good to go. Please keep in mind that it will work only if you are in a front-end topic page. This will not work in you are in the home or a sub-forum page. I hope t
At inSided, we have a nice tree and we got the opportunity to give each other compliments by hanging a compliment card for a colleague in the Christmas tree. And then we thought; we want to give you the opportunity to hand out compliments too! So: who would you like to send on Chrismas Holiday with a good feeling? Who deserves a compliment for their community, something in design or strategy, or the way they handle super users for example? Be open & share your compliments! [img]2a59b66e-4da1-469b-8c60-90db217a296a.jpg[/img]
December 1st we had over 120 of you joining the inSpired Community Event! You all participated in multiple sessions and connected with each other over drinks and dinner. Some of you even made it to the after party. For those who weren't there; we missed you! If you want to get a glimpse of what happened at the event, below are the topics that were created by Social Inc. during the sessions. Let's keep those conversations going! [list] [*]Sonos' Keynote: [url=https://community.insided.com/community-strategy-15/the-three-pillars-sonos-whats-your-next-bet-31]The three pillars of Sonos, what's your next bet?[/url] [*]Session about gamification: [url=https://community.insided.com/community-strategy-15/put-you-you-and-you-on-the-game-35]Put you, you and you on the game[/url] [*]Session about turning content into powerful insights: [url=https://community.insided.com/community-strategy-15/data-its-what-you-do-with-it-that-counts-34]Data, it's what you do with it that counts[/url
The community is a place for all of us to discuss, learn, share experiences and to make suggestions to improve and support each other in community building. To make sure this community is a great place for all we have a few guidelines. [b]Be yourself[/b] Use your real name. We all want to know the real you! [b]Don’t be afraid to ask[/b] You can start by searching for a topic to see if others have already asked a question or started a discussion. If you do not find anything helpful to you, don’t be afraid to ask! Our community team is here to answer your questions and to help you come up with solutions. [b]Be constructive [/b] Having a different opinion and being critical is great but only if it is used to foster healthy discussions. Help others grow by giving them constructive and respectful feedback, which they feel comfortable with. Keep away from personal accusations or name calling. [b]Be open [/b] One of our favorite core values at inSided and we think it should apply to th
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