First of all, we’re super excited to be part of Gainsight now, you can read all about it in the blog post of our CEO Robin if you haven’t already. The acquisition means an acceleration of our R&D efforts to improve our current product and execute on our existing vision. Our vision is to become a Customer Hub to scale digital engagement, to help you create customer journeys that are more integrated and effective than ever before:
Make your community your central Customer Hub and use all customer data to deliver a personalized experience.
Deliver content and engagement proactively, by combining notifications, gamification and community content with journey orchestration capabilities.
Modernize the community experience with a more conversational, rich and real time experience.
Truly understand how your community engages and drives business outcomes as a key input to customer health scores.
Our focus for this year remains to work closely with you, our community, and improve the existing product. Just like we’ve done in previous quarters, we’ll continue to use your input to build a better product. Last quarter, we delivered on some of your top-voted ideas related to the moderation experience, groups, and integrations. For the next quarter, we’ll continue our efforts to improve the moderator experience by upgrading the content and user overview pages.
We’re also excited to start working on more customization options in the front end of our product. By using our no-code page builder, we’re already seeing more and more customers using the homepage as a customer hub, unifying all content and engagement your customers need to drive business outcomes. To help achieve this, we’ll add more widgets to the homepage, upgrade the UI and create an additional landing page optimized for browsing the community categories.
Community overview page:
A couple of months ago we released a new overview page for the Knowledge Base. We aim to do the same for the community module. Our objective is to provide a page for end-users to explore all the community content. With that you can free space on the homepage so it can then be used as a "Customer Hub" landing page, making it easier for your end-users to explore all the content relevant to them.
New and Improved widgets:
To support that "Customer Hub" vision for the homepage, we want to take the experience the page offers to the next level. The goal is to improve current widgets both in terms of UX and UI and well as create new widgets. We will focus on providing easier navigation and guiding users through their different use cases.
Upgrade the User overview in Control:
With this project, we want to give some love to our Control environment. The User overview needs a proper upgrade. The goal is to update the UI and add more filtering options. Ultimately we wish to add bulk actions and take steps towards offering segmentation. For example, give you the option to perform actions like sending an email to all users who have not logged in the past 30 days, giving a badge to all users in a given group, etc.
Community teams are moderating content on a regular basis. That’s why we’ll be working on improving the moderation experience by bringing old functionalities back and adding some cool new ones. Plus, we’ll strengthen the underlying technical layers to ensure consistency and reliability. The goal is to make your content moderation work as easy and pleasant as a walk in the park while saying “goodbye” to our old moderation overview.
Customizable Attend button on Events
We are looking into a way for you to customize the RSVP button by inserting an external link to the registration page. The goal is to enable the usage of your community together with an external event management tool and to create a better user experience when the event registration lives outside of our platform. The user will be able to navigate easily and finalize the registration there, ensuring that you’re capturing all the information you need from attendees.
Release the Product Feedback Dashboard
Our Product Feedback Dashboard has been in Beta for a while. It’s now time to remove that status. After releasing this dashboard, we’ll use it to bring in Salesforce data and enable filtering on product ideas (submitted and delivered) on a customer level. This will be only for customers that enabled the Salesforce integration.
Data needs to be turned into insights. As communities grow and traffic increases, it’s fundamental to ensure our customers easily understand the trends in their communities. We’ll focus on an easier way to export raw data, and improve the counting of unique visitors.
We’ll also enable filtering on a company level for all available dashboards. This way superusers can quickly assess the engagement of individual customers in their communities.
Patterns and images blocker for posts and titles
Even with the best efforts from community teams to prevent and educate their members, private information and inappropriate images can find their way into communities. To further fortify the defense against these, we’ll be adding pre-moderation automatic rules that would catch such posts and create a “Pending” state for a moderator to review them.
Newly-released since the previous roadmap update