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The engagement training is a reoccurring webinar, which tackles one of the most frequently asked Community Manager questions, “how do I keep members coming back?” To sign up for the webinar, click here. 

The training is best suited for Community Managers who would like to understand the basics regarding end user engagement on inSpired. We will discuss the following: 

  • Homepage customization
  • Rank up notifications
  • Maximizing email notifications
  • Re-engaging inactive members 

After the webinar, all questions and discussions will take place in this inSpired post. I encourage peers to interact, ask questions, and share their tips to increase end user engagement. 

 

Questions:

How do you set up the notifications for the ‘Rank Messages to Engage Inactive Users’? I don’t see this under System Emails.

To set up the rank messages, you will not visit system emails. Instead, you will set them up within Rank. You will need to be on our Business or Professional Packages for Rank emails. The Professional package does not include Ranks. See below:

 

  1.  Login to Control > Gamification > Ranks > Add Rank
  2. Name all of these ranks “New” with the same icons because they haven’t had any community activity yet, and they technically are not moving up or down in a rank.
  3. In the “How to get this rank” section select the users who are eligible for this rank. (customers) 
  4. Minimum comments, topics, likes received, visits, etc. should all be set to 0
  5. Minimum age in seconds is important. set the seconds for 2 days, 7 days, 30 days, etc.
  6. “What happens when you get this rank?” Toggle on a private message that says the following: 
     

    @erin.brisson @Daniele Cmty 

Would we be able to get a copy of these slides?

 

I’ve now attached the slides to this post.@timcavey 

 

On Sending engagement emails, have the community members opted into receiving these emails by default? 

@Anitahg The community members have opted to receive email notifications by default, and they can opted out of emails by visiting their profile or directly within the email, if your team has included the HTML code. 

 

Can you please share the HTML for the one-click unsubscribe?

 

Here are instructions to add the one click unsubscribe button: 
 

@erin.brisson

 

Any thoughts about hiding the content preview in the “New Reply” emails, in order to force the members to click on the button and open the community, which would make it more likely for them to actually engage and interact?

I feel like you could go either way; however, maybe a test would be best. Personally, I like to see the preview, but I may be more motivated to click into the link if I didn’t see the preview. 

 

How are you targeting content to only inactive users?

I do this one of two ways:

  1. I use the Export Users tool and sort who has not created a topic or post yet. 
  2. I use the SalesForce engagement Dashboard to tell me which customers have not logged into the platform this month/quarter. 

 

Very excited about this training being available for our clients! What would you all want to learn about engagement?

Would we be able to get a copy of these slides please?

How do you set up the notifications for the ‘Rank Messages to Engage Inactive Users’? I don’t see this under System Emails.

I was about to post the same question as @erin.brisson !

How do you set up the notifications for the ‘Rank Messages to Engage Inactive Users’?

 

 

 

 

Can you please share the HTML for the one-click unsubscribe?

 

Any thoughts about hiding the content preview in the “New Reply” emails, in order to force the members to click on the button and open the community, which would make it more likely for them to actually engage and interact?

Good or bad practice?

 

 

 

template with preview
template without preview

 

How are you targeting content to only inactive users?

On sending engagement emails: have the community members by default opted in to receive these emails? 

Hi @Jeanie Lee and Insided, thanks for putting on this session. 

 

Can we expect an update on some of the questions that’s been posted here? 

@timcavey Thanks for tagging me here. :hugging: I wasn’t receiving notifications for these posts until your tag. I’ll get started on my responses now. 

@Anitahg @erin.brisson @Daniele Cmty 

I’ve answered these questions in the original post above. 

 

Questions:

How do you set up the notifications for the ‘Rank Messages to Engage Inactive Users’? I don’t see this under System Emails.

To set up the rank messages, you will not visit system emails. Instead, you will set them up within Rank. You will need to be on our Business or Professional Packages for Rank emails. The Professional package does not include Ranks. See below:

 

  1.  Login to Control > Gamification > Ranks > Add Rank
  2. Name all of these ranks “New” with the same icons because they haven’t had any community activity yet, and they technically are not moving up or down in a rank.
  3. In the “How to get this rank” section select the users who are eligible for this rank. (customers) 
  4. Minimum comments, topics, likes received, visits, etc. should all be set to 0
  5. Minimum age in seconds is important. set the seconds for 2 days, 7 days, 30 days, etc.
  6. “What happens when you get this rank?” Toggle on a private message that says the following: 
     

     

 

 

Thanks for outlining this answer, @Jeanie Lee - I love this clever use of the automated rank change PMs to reengage. 

 

What would happen after they’ve changed to this rank though? 

 

Scenario one: PM sent and they don’t open it. Will they remain on this rank indefinitely?

Scenario two: PM sent and they open, reply, view some topics and reply. How does the ranking mechanic work with this? Do they restart from the start of the ranking flow? Go back to their previous rank?

 

The ranking system does not check whether or not users read the message they received. The system is passive in that sense. It will only check after each activity (login, reply, like etc.) if that user can reach a new rank or not. This basically also should answer your second question - the user will receive the next higher rank that the user can earn via activity.

Hope this helps. :)

Thanks @Julian I’m still not sure on this. 

 

Am I oversimplifying or are these the two possible scenarios? 

 

Rank 1 > Rank 2 > Inactive Rank 1 > Rank 1 > Rank 2 > Rank 3 

or

Rank 1 > Rank 2 > Inactive Rank 1 > Rank 3 > Rank 4 > Inactive Rank 1 > Rank 5 

Hmm almost right. 🙂 Imagine your rank overview page like a one-way road from the bottom of the list to the top. So the rank system will always check if you can get the next higher rank. There is no reset after e.g. someone logged out or reached a new rank, the system always looks at the total activity and checks based on that.

So, if you want to have ranks to identify users that have become inactive after a while, you should add new ranks then above the ranks you want to target. Another example (again, read it from the bottom to the top).

Before the change:

 

Level Replies Topics Logins Age
3 3 0 0 0
2 2 0 0 0
1 1 0 0 0

 

After the change:

 

Level Replies Topics Logins Age
3 3 0 0 0
2.5 2 0 5 0
2 2 0 0 0
1.5 (inactive) 1 0 3 0
1 1 0 0 0
0 (inactive) 0 0 1 0

 

Note that I have to play with the amount of logins - someone who becomes inactive after 5 posts might have already logged in two times.

Also, I don’t recommend to over-message here: In this setup, it could happen that some users receive up to 3 messages, which can feel spammy. There is a way to prevent this and make it “smarter”, but it takes a bunch more steps (essentially assigning/removing custom roles and also limit ranks to them). If you want me to help you with such an advanced communication, I’d be happy to get in touch with you so that I can customize it for your case (and potentially use that as an example for a guide here on inSpired). Let me know in case that’s interesting for you.

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