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Community SLAs

  • 2 August 2023
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Hi all! 

I’m researching on community SLAs & moderation rules to consolidate our processes. Do you have any best practices that you follow? Thanks!

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revote
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You have great questions! Same time they are difficult to answer briefly so at this point I give hint for example these articles, have you checked them yet?

https://community.insided.com/getting-started-73

 

sarahmasterton-brown
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Hey @revote  We aim for a self-resolving community therefore, when a customer posts a question, we wait 24 hours before one of my internal team steps in with an answer. 
We also try an encourage other customers to add their input by @mentioning them in a post so they receive an alert. 
We’re 6 months into having our live community and it’s slow going asking customers to answer others’ questions. Everyone is very busy but it’s small steps in the right direction. 
 

Every day is a school day
revote
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We aim for a self-resolving community therefore, when a customer posts a question, we wait 24 hours before one of my internal team steps in with an answer. 

This is kinda “standard, we do this as well. Addition, we try to figure out is the question that kind of question that other customer might know the answer. If yes we wait, if not we reply ourselves “immediatelly”.

Also if the question or post is “critical”, we answer ourselves.

Sometimes members demands that we have to answer.

 

We also try an encourage other customers to add their input by @mentioning them in a post so they receive an alert. 

This is good way to increase engagement. Also, this feels good from members perspective; “They remembered that I know this...” or “They know that I am expert of this...”.

 

We’re 6 months into having our live community and it’s slow going asking customers to answer others’ questions. Everyone is very busy but it’s small steps in the right direction. 

You have to be patient and continue the awesome work you have done so far! It takes time that right people (=your upcoming superusers) finds you and your community. And after your first superusers have founded you then it starts to run by itself (Of course there is gardening all the time...). Keep in mind that they have to find you, so promote community “everywhere” and constantly. You cant find them. But you recognise them when they arrive.

For us it took 6 months, back in the days.

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