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Build Communities

Learn how to drive engagement at scale with a thriving customer community

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Jessica.Quazza
Jessica.Quazza
started this topic

2024 State of Community Survey

Fostering a thriving customer community holds immense value in today's digital landscape. We are constantly talking to customers about the c...
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Community Unplugged Content Available On-Demand!

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ElleShutty
ElleShutty
started this topic

CC data in CS: Reporting Use Cases

If you’re just now tuning in, please check out my FAQ post as well as my Getting Started post regarding the CC+CS integration.Now that you h...
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284 Topics
Daniel
DanielGainsight Employee ⭐️
posted in Build Communities
Watch our new video on Sense of Community

From now onwards we will discuss interesting and challenging aspects of community management. We kick-off our videos with a topic that is essential for community managers and community success: Sense of Community Don't hesitate to leave your comments or questions below and remember that you can learn how to measure Sense of Community by visiting our Knowledge Base

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tomasmouton
7 years ago
stephanied
stephaniedGainsight Employee ⭐️
posted in Build Communities
Measuring Sense of Community

We believe Sense of Community is important as it shows the level of liveliness within your community and it tells you something about the likelihood of people to contribute. We looked into three different metrics: 1. The number of unique contributors in a thread 2. Percentage of single user topics 3. The relationship between unique contributors and posts per topic The research found that a higher number of contributors per topic has a positive impact on the amount of conversation in your community. Want to know more about the benchmarks created and how to measure the Sense of Community within your online community? Go to our knowledge base to find out more. Do you have more questions? Make sure to ask and let us know how you keep your Sense of Community happening :)

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Daniel
7 years ago
Ellen
EllenContributor ⭐️⭐️
posted in Build Communities
activating content for a new servicing community

Proud to say that we (BNP Paribas Fortis) launched our community last week! Well actually, we launched two communities : one for the Dutch speaking part https://nl.community.bnpparibasfortis.be/ and one for the French speaking customers: https://nl.community.bnpparibasfortis.be/. It will be very interesting to see how both evolve and what the differences will be in the different languages. One week after launch activity is still very very low, so we are looking for possible other traffic drivers. I was wondering whether you have some best practices regarding traffic generation? Other question : We thought about posting some more inspirational content within 'Praatcafé' but I have the feeling that it is too soon for that? Since it is a servicing community, aiming at answering bankrelated questions, people will come to our community when they look for an answer to a specific question. We tried to generate some engagement with the topic 'zakgeld' in Praatcafé, but this did not gene

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Ellen
7 years ago
OVOdarran
OVOdarranHelper ⭐️
posted in Build Communities
How do you measure the productivity of your moderators?

Working in a contact centre environment, we are currently tracking amount of time spent on the forum by the moderator team, but how do you measure how productive they are being? For any other action, we can measure CPD, contacts per day etc, but with forum that's more tricky. I know the team and making the best use of their time, but how do I demonstrate this to the rest of the business. We've bounced several ideas around but have yet to find a solution!! Any help would be appreciated!! Darran

3
Rens
7 years ago
BartDelwig
BartDelwigContributor ⭐️⭐️
posted in Build Communities
Best practices: Communities aimed at entertainment, not service

Hi guys, Does anyone know some communities that excel in providing entertaining content? Where people come together and discuss for example their hobbies, interests, etc and where the success is not caused by service-related topics? Thanks! Bart

7
Angela
7 years ago
Yoann
YoannContributor ⭐️⭐️
posted in Build Communities
A special event for Easter on the Community

Hello everyone ! We’re planning to organise something special for Easter on our Community. Last year we organised a nice contest which thought us a lot. I’m reaching out to your experience as inSpired members so we can better our idea before launching it. I’ve got many questions  => Our goal is to wake up our members and to keep them awake. Do you think a contest is a good tool for this, or would a different approach be better? => If we do choose to launch a contest, should the contest be difficult or easy? We would like to see most of our members participating, but we don’t want it to be a contest for dummies. => What about the reward for the winner? Our experience taught us that a big prize (for example a handset) attracts members who only come for the prize and then leave the Community again. On the other hand, a small prize doesn’t seem sufficient to generate lots of traffic. What do you think? Your views are much appreciated! Yoann

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Yoann
7 years ago
Nikolaj
NikolajContributor ⭐️
posted in Build Communities
Community Survey

Dear inSpired community, I am struggeling and are desperate for help! In my Telco-world the numbers is the key to get ressources and survival. Unfortunately, my exit-survey is providing me no help, and i was hoping that we could share experiences on how to make a proper exit-survey. Our current situation is this: almost 10.000 users had the survey presented this month, but only about 70 users actually filled it out. The low amount of replies makes it difficult to gather feedback and improve, but it also looks horrible on reports when resolutionrate and customer satisfaction can move 10-15 percentage points each month for no specific reason. The survey-behaviour is currently the same we use across the website Desktop: 30 seconds on a page and then move the mouse towards the top (40% of the time) Mobile: 5 Pageviews (60% of the time). I was speculating, if it would make sense to customize the survey so it would fit the user-behaviour/journey based on last-touch-channel. Eg: 1. I

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Nikolaj
7 years ago
Yoann
YoannContributor ⭐️⭐️
posted in Build Communities
How to obtain a better interaction between members ?

Since I'm new to this forum, I am curious to read your good tips on how to obtain a better interaction between members. On our forum (mobile services) members use the forum to ask questions to the moderators instead of to other members. For example 'Why is my invoice so high?', 'Can you activate this service?' and so on... There are almost no members who will start an open discussion or post questions directed to other users. Do you think we should put more energy into a Lounge area to tackle this ? Shall we stop providing answers to specific/support questions ? All suggestions will be very welcome !

2
Yoann
7 years ago
Jolien
JolienContributor ⭐️⭐️⭐️
posted in Build Communities
Your community KPI's

Hi, I was wondering which performance indicators (KPI's) you guys use to show the importance of your community. I'm looking into using the Insided conversion funnel for our KPI's, so the conversion from visitor to registration as a KPI, from registration to first activity, etc. Do you think this could work? Or do you have other good ideas? Thanks, Jolien Edit: Can a moderator edit my title :8 It should be 'your'

5
Kenneth Refsgaard
7 years ago

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