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This thread is for the Ask Me Anything session on November 29th (16:00 CET) with our Head of Engineering @Alex Campos Here you can find the latest Roadmap hot off the press: Sign up for the webinar here. Please submit your questions below as replies to this post in advance, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).
We just swapped our community from Khoros to inSided. After 8 years this is kinda new start, exiting times 😎I just wanted to say thanks for inSided Support, I really love what they do and how they do. During the migration and now, after we went live three weeks ago Support has been super helpful. They do things for me, not just saying go there and there and do it for your self. They have helped me with small customizations as well. People in Support are kind and they apologize if needed. Response time has been fast I can say.One super amazing customer experience was the case where I asked here something. Later on someone said that “I have done this for you”. I was "wooot, what is this ?!?!?"All of these are new for me, I havent got used to. Khoros always said “Create a ticket”, "Create a ticket.” They were so bureaucratic and distance. And slow.Because I have asked a lot (new customer wants to know and learn) and I have created so many tickets to Support, I havent got time to give fee
Happy Thanksgiving for all US community members + Customers! 🇺🇸🎊 Our US support team will be taking a deserved break during this day due to the public holiday, this means there may be a slight delay on any non-urgent support queries from customers submitting tickets in a US timezone. We will be operating as normal again from the 28th November. You can still submit tickets to firstname.lastname@example.org and we will endeavour to answer these as quickly as possible upon our return. We will of course continue to monitor the support desk for any urgent issues and the EU support team will be online as normal over the holiday. Otherwise, please continue to submit your questions, ideas and conversations to inSpired.
Can not join Webinar: Community hubs: How Gong digitally scales collaboration, support, and education
Trying to join the WebinarCommunity hubs: How Gong digitally scales collaboration, support, and educationWhich I understand started 10 minutes ago.But all the links provided in the emails, all say the webinar has ended.Due to start at 10am EST, its 10:10 EST right now.. 😪
All US communities were offline for several hours on 17-NovIncident Report
We had a major incident tonight that led all US communities to be offline for more than 6 hours - you can find an Incident link to this here.We are dearly sorry for this unacceptable lapse in service. At inSided, we realize that incidents happen - however, in this case, our out-of-office-hours response was not good enough. US customers were left with no service, acknowledgment from us, or any way to contact us. We are taking this seriously with the highest possible priority and will, of course, learn from this to prevent any form of repeat in the future. We have outlined several points we can act upon quickly to reduce a significant point of failure. However, we need to improve our internal incident escalation process should anything like this happen again out of hours. Brief overview:We had a down time of 6 hours and 47 minutes in total which impacted all US hosted customers and took all communities completely offline.This occurred due to a critical failure in a US based infrastructur
We are very proud to announce that our completely new editor is now available for all users on all communities! We have invested a lot of time to give you and your users more options to create richer content in an easy way - so we hope that you will enjoy working with the new editor as much as we do!We are investigating line-height / spacing inconsistencies as well as problems with selecting text on some viewports (e.g. Safari on iOS).Polls are temporarily not available, but will be added again soon. Overview of improvementsThere are many things which have improved with the new editor, just to name a few:Improved existing featuresImage upload Drag & drop images into the editor instead of manual upload Captions (descriptive text underneath uploaded images) Code In-line code is now possible (previously code was in an extra line) Code syntax (code is not being stripped automatically anymore) Lists Multi-level lists are possible now Better UX in working with lists (previously lis
Our v own, inSpired Mr. @Alistair FIeld and I will be at London, next month taking the Pulse-Eu stage to share exciting Community programs we’ve been spinning up at Gainsight.40m of strategy, tactics and takeaways on what makes community.insided.com and community.gainsight.com tick, around:Product Innovation Community-led events Customer Success inspiration Product experience best practicesand what it takes to continually drive an overall ‘Customer-centered’ culture within the org, conducive to have a Community thrive.Sure, we’ll have some slides but more as conversation starters… What questions come to your mind around the above bullet points? Let us know in comments below.Oh, and btw...the Pulse convo continues off-stage and round the year at the All About Pulse sub-community.
Gartner run an annual state of customer service survey and the 2022 results revealed that less than a quarter of customers report starting on a self-service channel when trying to resolve a service issue.This can have significant impacts on support operations and therefore the cost associated with customer support. Self service is a cornerstone of the customer hub. A place to get help, track help, be inspired and share experience. I link here the article from CXM Customer Experience Magazine that highlights the 11 Foundational capabilities of a service portal that I think would lead you on a great path to Customer Hub success. Let me know what you think in the comment below, and feel free to share any examples of portals, hubs and communities you like to use and reference.
Hi all! We have a private community with about 2200 users, and they all are primarily in the HR/tech realms. We want to create an ambassador program so that those top users (the Enterprise clients) can leverage their company’s clout AND the ambassador title to help within the community. I would love for this program to be organic, and we would preferably not like to incentivize the program monetarily. We don’t necessarily need to utilize the community as a lead source, but we do want them to use it as a primary information resource - like they might use SHRM or other HR community bases. This is one of my first steps in researching an ambassador program, so any suggestions or input would be helpful!
September 28th 2022 @ 4:00pm CET Leave your question in this thread and join us to get your answers.Both sign up and Zoom details can be found below 👇Join Zoom Meetinghttps://gainsight.zoom.us/j/91005453507?pwd=R0R3TCtFd0hyZHlsbVVJUURteDZ0UT09Meeting ID: 910 0545 3507Passcode: 399251One tap mobile+16694449171,,91005453507#,,,,*399251# US+16699006833,,91005453507#,,,,*399251# US (San Jose)Dial by your location +1 669 444 9171 US +1 669 900 6833 US (San Jose) +1 719 359 4580 US +1 253 215 8782 US (Tacoma) +1 301 715 8592 US (Washington DC) +1 309 205 3325 US +1 312 626 6799 US (Chicago) +1 346 248 7799 US (Houston) +1 386 347 5053 US +1 564 217 2000 US +1 646 876 9923 US (New York) +1 646 931 3860 US 833 548 0282 US Toll-free 877 853 5257 US Toll-free 888 475 4499 US Toll-free 833 548 0276 US Toll-free +91 80 71 279 440 India +91 116 480 2722 India +91 22
Dear Community, We are glad to be in the team that is empowered to build an inSided community, together with all of you. Hereby we would like to introduce ourselves, and hope to read more about you too! I am Denise and I'm part of the inSided family since 2010. Right now I am in the Marketing department, but before I was a Consultant for five years and got to work many great customers and their communities like NS, T-Mobile and Eneco. For me this community is a great opportunity to stay in touch with all of you. Within inSided I will be responsible for making this community succesful and making sure we're all aligned and involved in this community.
Time to meet another inSided Team member. Say ✋hi to Senior Product Manager Sebastiaan Terpstra. @Seb was originally an English and Dutch language teacher before transitioning into educational technology (like Google Workspace for Education, VR, LMS, etc.) then switching to product management just a few years ago.
In a new series of articles we will be introducing you to the members of the inSided Team that make the inSpired Community tick.We have had some changes in personnel within our Product Management Team, so we kick off today meeting @Cristina, a Customer Success Manager turned Product Manager here at inSided.
Join us this summer for a series of online events to see you through the summer.Fireside Chats and Ask the Expert sessions to get you inSpired and Fired up for your own community.Sign up HERE to all events. 💥 All attendees registered here on inSpired will also receive the 2022 inSided Camper Badge Links to individual events can also be found on our Events Page
Happy 4th July for all US community members! 🇺🇸🎊 Our US support team will be taking a deserved break during this day due to the public holiday, this means there may be a delay on any non-urgent support queries from customers submitting tickets in a US timezone. We will be operating as normal again from the 5th July. You can still submit tickets to email@example.com and we will endeavour to answer these as quickly as possible upon our return. We will of course continue to monitor the support desk for any urgent issues. Otherwise, please continue to submit your questions, ideas and conversations to inSpired.
As the Customer Education Manager at inSided, I’m interested in learning more about what kind of education our customers are looking for. While I may have my own ideas, I figured I’d bring a poll to the community and ask our users directly. I’d like to understand what kind of education you need in order to make your community successful. Maybe more knowledge is needed around platform configuration, integrations, community management, or best practices. Or maybe I’m completely missing the mark! I have included some ideas in the poll to get us started, but I’d love to learn more about what our customers need and why. If choosing one of the ideas below, can you provide additional details on what you’d like to learn? -------------------------Outcome:Based on your feedback, I will create educational content in the form of webinars, articles, videos, etc. -------------------------
Earlier in the week I had the pleasure of being part of a discussion on The Future of Digital Engagement: Leveraging Community and Customer Success with Lane Holt from Gainsight.Here is the location of the recording for those of you who would be interested.https://info.gainsight.com/FutureDigitalEngagementLeveragingCommunityandCS-webinar.htmlWe touched on;Ideas for alignment between teams to create a cohesive narrative and high-touch feel for customers without burning out CSMs How to encourage engagement from customers Thoughts on how a community hub can help scale your CS offering without impacting serviceHappy to hear your feedback and take any further questions.
Sorry my provocative topic but I have seen a lot comments without quotes, for a long time, and I wonder why people doesnt use quote. There is only @mention and reply and thats about it. As you know there are always bunch of people who lurks in the background, who just follows the discussion. For them it is difficult and annoying to know what was the question or comment where this comment is answering. They have to jump back and forward to see the question and the reply. This is issue especially with the long threads with several users. Does this have something to do with the other social channels, they dont have quotes and people have used not to use quotes? This is truly first world problem but I am sad about this behaviour :D
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