Your Community is a Product -- Come hear WHY at Pulse 2023

Or even the AI not recommending content but people. “You two should meet. You have so many interests in common."

AI to perform content gap analysis on existing content, so as to create more holistic content for the community.

@DannyPancratz - Thanks for extending your expertise through this insightful session! Community is a great place for the Product Folks & also to the end users who use it. So, do you have any best tips around How you've been able to move your customers from your product to the community, especially when maintaining the flow?

@Revant_Amingad our community “product” strategy is to be the “everything” resource for using our product, so a great second screen (or tab) experience. 

Our Community Hub mission is to “connect our users to the people and resources they need to be successful.” That gives a clear value prop and helps solve a lot of jobs to be done for the end users.

How we do that is a through a focus on an integrated “Hub” UI, making the community a launchpad to everything they need and help them discover things they didn’t know they needed. Gainsight DH’s federated search API is a key differentiator, as it allows us to make the community a true comprehensive search across all resources (even those that live on other platforms: CMS, LMS, our marketplace built on our own platform). 

So, in summary, our community strategy emphasizes a focus on the UX, as well as integrating any resource users might need as they use our product. Then, naturally, this extends to creating new community resources that make the community even stickier (and help our customers even more!).

There are also other tactics that help like embedding the community widget in our platform, onboarding email workflows, nudges from CS, etc. 

But, imo, it really comes down to the jobs to be done framework and product canvas I talk about in my session: If your community truly offers value, users will adopt it and keep coming back. Our focus on the UX is really just trying to help them understand (or prove) that the Community Hub can help them as they use our product, and thus should be their 1B tab to the 1A of our platform. 

(Bonus POV: I don’t know that gamification helps much with the initial adoption, but it can help them once they’re engaged. They need to find value in the community / start actually using it before any gamification systems will resonate with them. Thus, I don’t have an onboarding gamification path. But we have a lot around contributions like posting, marking answers, etc.)