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Build Communities

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

  • 287 Topics
  • 779 Replies
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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287 Topics
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AnitahgContributor ⭐️⭐️⭐️⭐️⭐️
asked in Build Communities
Best way to host introduce your self

Hi, I am looking for a recommendation for a introduce yourself structure. Starting a post on the topic is not very good because then everyone adding something to the post will be notified every time a new user introduces him/her/hen self, and we’ve received some feedback from external users that creates unnecessary noise (which I agree to). Appreciate any tips. 

322
security_lion
9 months ago
Aman
AmanGainsight Employee ⭐️
posted in Build Communities
How do we reinvent our Community in 2024?

@anirbandutta and I want to invite you a webinar called ‘How to Reinvent our Community in 2024’ and explore creative discovery of the next frontier of our Communities, together on January 24, 9am PST.We’ll be talking about:What are some of the short and mid term things we could do? Or even try to break down the long term goals into achievable modules? And do we adapt ourselves toward achieving them?Lets lift the lid off some of those possibilities on the webinar. See you there.                                                       RECORDING IN THE COMMENTS BELOW.

2584
genells
9 months ago
safiya
safiyaContributor ⭐️⭐️
asked in Build Communities
Attendee list download

Hello!I was trying to download the attendee list from an event on our page but keep getting this - Is this happening to anyone else?

293
safiya
9 months ago
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Community Bytes w/ Armin Pop: Establishing community guidelines & policies

Hello all 😃,Kicking off the series for this year with @arminfpop , we're diving into a crucial aspect of community building - establishing guidelines. Ensuring a safe and inclusive environment is at the heart of every thriving community.Let’s quickly touch upon how guidelines play a vital role: Setting Ground Rules: Provides a framework for everyone. Mutual Understanding: Defines expected behavior and engagement norms. Common Goal: Unites the community toward shared objectives.  Some specific rules to kickstart curating your guidelines:Be Respectful: Treat every interaction as a chance to learn, fostering a culture of respect. Express Gratitude: Thank those who engage or answer queries, setting a positive tone.The best way to foster this is to showcase this yourselves as a company in your community. Safe Space Creation: Be open to all questions from the members. Probably even create categories for diverse questions, building a comfortable environment. Consistency is Key: Stick to the

610
revathimenon
9 months ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
posted in Build Communities
Custom Role as "Cookie" for Filtering User Dashboards and Better Metrics

Here’s something new I’m trying this year…What: Adding a custom role called “Active in 2024” to active users each month (and retroactively applying the same for 2023. How: Calendar reminder to do this on the first Monday of each month. Control > User Overview > Filter by Last Activity + Does NOT have the custom role already > Bulk add the custom roleIt’s a quick 5 minute task. (Could it be automated? Eh… There’s a webhook for log-in events, but it’d cost you a lot of Zapier runs, etc. The Bulk action of adding the custom role is one of my favorite features)Then, when I’m using the User Analytics dashboard for monthly or year-to-date reporting, I can filter by this custom role. I’m essentially using it like a tracking cookie.  Why: Improving my analysis of the User Analytics Dashboard. Now, I can actually make use of the % users with at least 1 post metric that comes out of the box (otherwise it’s just noise IMO: the number of users always goes up, some users will become in act

511
Kenneth R
9 months ago
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Community Bytes w/ Armin Pop:Best practices for moderation in early stage communities

Creating a welcoming community hinges on effective moderation, shaping the way members engage and connect. Every community has its unique way of maintaining this delicate balance, and I've been lucky to collaborate with a standout teammate, @arminfpop, in enhancing our moderation strategies while injecting that human touch into his interactions. Armin has shared great practices that serve as the bedrock for moderation in communities. These practices are suitable for any community, but can be especially powerful for early stage communities (first 3-6 months).  The 3 key guidelines are Encourage, Guide and Prescribe.Encourage: Foster a culture where members engage not only with the community team but also with each other, cultivating a lively exchange of ideas. Guide: Direct members toward trending topics, showcasing them and guiding interactions for a positive engagement experience. Prescribe: Introduce specific categories or areas for new users, steering them toward active engagement z

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arminfpop
9 months ago
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Community Bytes w/ Sarah Masterton-Brown: Tips to create a welcoming community

One of the things I generally love whenever I join a new community is to see the different ways that they welcome a new member like me. I feel like it breaks or makes their relationship to the community to an extent - do they want to return?, are they confused from your mail and unsure where to head next? And @sarahmasterton-brown  from Mews spilled the beans on 2 nifty tricks to help you create a welcoming & inclusive community for your new members.  Crafting Automated messages - Consider taking the help of a copywriter to help write your automatic messages to welcome new members. Make sure it sounds as personal as possible. (A great example from Mews - 00:37) Mapping user journeys- Take a deep dive into each persona of your community member to understand their needs from your community. Craft a seamless path to guide them effortlessly towards the answers they seek. You could even take help internally to test this out and fix the user paths from their feedback.What are some of you

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vishkatti
10 months ago
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Emmanuelle_OVOContributor ⭐️⭐️
posted in Build Communities
Creating a super useuser programme

Hey!  Thinking about how to create an official super user program for our Online Community. Read a really brilliant article by FeverBee, which got me thinking.  I want to improve our existing processes, strengthen engagement.  Some ideas I’ve had so far: A yearly ‘renewal’ of membership, ensuring that SUs that remain are engaged.  Conducting a yearly survey to get feedback from SUs. What we do currently: Monthly meet ups with employees from different areas of the business A private area for SUs Keeping them in the loop with company changes/updates Any ideas or resources you have to help me on my way would be really appreciated? If you run a community and have some advice please share 😊

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Ditte
10 months ago
jessicadaniels
jessicadanielsContributor ⭐️⭐️⭐️
asked in Build Communities
Gainsight Engagements: Ideas to drive clients to the community?

Hi community peeps!For those of you who have both Gainsight PX and Digital Hub, are you using any engagements (knowledge bots, sliders, etc.) to drive people from your platform/website to your community? If so, what are some of the engagement ideas you have used that seem to draw folks in?For those of you without PX - we are looking to drive more overall engagement within our community despite the time of year. Do you have any general engagement activities that you’ve seen work well, or that you get a good response to from community members?Thanks in advance :) 

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anirbandutta
11 months ago
Lais Laudari
Lais LaudariContributor ⭐️⭐️⭐️
posted in Build Communities
Brazilian Communities

Is there anyone here who manages a community with Brazilian members?😃

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leo-inspired
11 months ago
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CansuContributor ⭐️
asked in Build Communities
Social Media Activity

Hi everyone! We want to expand our ranking & badging and involve activities such as social media shares from the community. ie. When users share a community article on their (LI, FB, X) they receive a badge. The question is how can we check this 👀 thanks!

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revote
1 year ago
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Community Bytes w/ Sarah Masterton-Brown: 3 important factors when launching a community

I’m excited about this one because this topic feels so unique, yet so much to learn and implement from each other’s experience.We're delving into the unique world of community launches, with the fabulous @sarahmasterton-brown  sharing some golden tips on this.Let’s dive right in to the details:  Don’t stress the numbers rollercoaster: It’s quite normal to witness a surge in registrations & views in the initial 3 months, followed by a possible dip. But fear not! This rollercoaster can help a lot in understanding your community's growth patterns and fine-tuning your strategies for the long haul. Spot your customer advocates: Rally support from them (Check 00:38 for a real example from Mews) Slow down on Gamification in the early days: Channel your efforts into creating value-driven interactions that resonate with your new members. Save the dazzling gamification fireworks for later down the road—perhaps around the 6-month mark. Which tip resonates with you the most when you launched y

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anirbandutta
1 year ago
sarahmasterton-brown
sarahmasterton-brownHelper ⭐️
posted in Build Communities
Calling for inspiration: Community sponsored events

Hi wonderful people.My company is hosting their annual event for the hospitality industry in April 2024. It’s big and it’s fun and I have a unique opportunity to have our community act as a sponsor of this event.I plan to make community a very predominant feature of the event - we’ll fly in some of our super users, have them host panels, set up a community dinner, and organise lots of promotional activities supported by the community. I have budget, and already have sign off for a rebrand of our community in time for April.Have you done something similar or smaller scale and could share your ideas?Do you know of any cool events providers, 3rd parties that you have used that you really liked?Have you been to another event and seen something that caught your eye?I’m looking for some ideas and inspiration of how I can make the most success out of putting the Mews customer community in the spotlight.Can you help? I’d really appreciate any time you can spend putting your thoughts in the thr

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sarahmasterton-brown
1 year ago
tiffany.oda
tiffany.odaContributor ⭐️⭐️⭐️⭐️⭐️
posted in Build Communities
Salesforce Integration Use Cases

I’d love to get a thread going on gaps that people have found with the Salesforce integration and the workaround solutions that people have created (or not found a workaround for and could use some help). Here are a few that I’ve encountered: Community Members who are not Salesforce Contacts - how are other community teams tracking and reporting on community members who are not existing Contacts in Salesforce? This essentially means that Salesforce won’t have comprehensive wholistic reporting. It’s not a report for community activity, just the community that’s in Salesforce as Contacts already.  Historicals - From the original inSided help article, “If a Contact is subsequently found for a Community Member, then we’ll link the Contact on the next data sync interval → however, historical data (community member activities) will not be sent for this Community Member to Salesforce.” - does anyone actually go to put this historical information into inSided? Again, not including historicals

604
juan.delrio
1 year ago
jennyweigle
jennyweigleContributor ⭐️⭐️⭐️
posted in Build Communities
Example Rank Names & Levels

I’m currently advising my client on setting up their gamification for launch, and we are discussing the rank names at this time. Wondering if my fellow community members here would be willing to share a screenshot or example of your rank names? We are looking for inspiration as we brainstorm the various level names for this new community (which will serve an audience of B2B healthcare professionals)! Many thanks! 

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DannyPancratz
1 year ago
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
posted in Build Communities
💡 Spotlight: How Goosechase leverages Email Campaigns to onboard their members

Welcome to our Customer Spotlight Series. We want to share all the cool stuff that our customers are doing using our fabulous features and hope by sharing their great stories we hope to bring the 🌍 community closer together and💥Spark ideas to help you advance your customer hub. In this first instalment we meet the Goosechase Community 👋 About the Goosechase CommunityWith Goosechase, experience is everything. Originally inspired by scavenger hunts, Goosechase is an online platform that enables organizations and schools to engage, activate, and educate their communities through delightful interactive experiences. Hatched in Canada, Goosechase has been powering hundreds of thousands of global team building, training, fundraising, education, tours, and recreational games since 2011. The Nest is Goosechase’s creator community, a dedicated space for creators to learn from, connect with, and get inspired by one another. Made up of power users and novices alike, members of The Nest are pass

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Acorrea
1 year ago
KellyBebenek
KellyBebenekHelper ⭐️
posted in Build Communities
Rewards/Super User Program Best Practices and Lessons Learned

Hi All,On Oct 2, Meltwater Community (closed customer community) will celebrate it’s 1st Birthday and launch our Rewards Program. We have cause to celebrate as we’ve grown to 7k members and launched tons of programming but haven’t reached @DannyPancratz monthly engagement levels yet so I am hoping this program will do just that. Wondering if you’ve have launched a program like this and would share any lesson’s learned. I’ve attached an early version of the program - please share any feedback as well.TIA!Kelly

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DannyPancratz
1 year ago
juan.delrio
juan.delrioHelper ⭐️⭐️
asked in Build Communities
How to use {topic content} properly in Product Updates

Users subscribing to Product Updates receive what amounts to gibberish.  How do I ensure, that if a customer subscribes to Product Updates, they will receive something they can actually read and maintain a good experience?

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juan.delrio
1 year ago
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Community Bytes w/ Sarah Masterton-Brown: Strategies to encourage new member engagement

I recently had the pleasure of connecting with @sarahmasterton-brown, the Head of Community at Mews. You would have definitely seen her here, delving into the world of private community groups and exploring rich discussions like user banning, outage plans, gamification etc. I’m thrilled to share one of my many conversations with her - 2 powerful strategies to boost early member engagement in your community. 🚀  👉 Customer advocates: Tap into the knowledge of customers who are already passionate about your product. Reach out to them, have a chat, and take them on as valued supporters through your strategy. 👉 Keep the Conversation On with Members: Pay attention to those community members who consistently contribute. Engage with them, gather their feedback, and adapt your strategies accordingly. Start with one meaningful interaction a week, turning into 4 times a month and watch your community grow. 💡Are there any other strategies that helped you get that initial engagement from your m

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anirbandutta
1 year ago
Lais Laudari
Lais LaudariContributor ⭐️⭐️⭐️
asked in Build Communities
SaaS community metric benchmarks

Does anyone know any source that compares SaaS community metric benchmarks? TIA

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Lais Laudari
1 year ago
S
Sarah_WContributor ⭐️
asked in Build Communities
Is there a benchmark for the self service score dashboard?

Hey fellow Community Managers,  I was wondering if anyone knows the benchmark for the self score dashboard? What is a good score?  Thank you :) 

251
Kenneth R
1 year ago
E
emaynezHelper ⭐️
asked in Build Communities
Google SSO Authentication failed

Anyone know if there is a bug or how to navigate this? I’m worried a bunch of users have given up joining my community because Google SSO isn’t working. They’ve tried multiple times and keep getting the error.

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tom.shaddock
1 year ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Build Communities
What's your community outage plan?

Today’s outage exposed a gap in our plan and processes when it comes to our community. We have a status page and processes for outages of our platform, but not anything specific to our community when DH is having a platform outage. Hopefully this is a plan that never needs to be used, but I think I need one. Questions I’m thinking through:Length of outage - what’s the threshold for when you need to alert community members?  Messaging Channels - Post on other webpages, if so which one? Email? Follow up - at what point does this become something we should share a retrospective with community members? Levels of action - how do tactics change as the length of outage grows?Fortunately, most DH outages are very short and/or isolated to features, not platform wide. But what plans and best practices do you have? 

351
sarahmasterton-brown
1 year ago
KellyBebenek
KellyBebenekHelper ⭐️
asked in Build Communities
Is there an easy way for a member to see how many points they have?

I am trying to find if there is an easy way for users to see how many points they’ve accumulated. I know there is a leaderboard but if you aren’t in the top, how can you easily see how many points you have?

485
KellyBebenek
1 year ago
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Community Bytes w/ Yoeri Hokken: Nurture content within your community

Hi everyone, I had a chat a while ago with @Julian  who shared some key factors to consider while measuring the content success of your community.Now as we dive further into the content world of community, we’ve got another community pro @Yoeri, this time sharing tips on nurturing content within your community.  Summing up key points:Creating a Content calendar: Collaborate and conquer! Build a roadmap for your community content. Who's crafting what, and where it's getting published—every detail matters. Content dashboard check: Keep an eye on the Gainsight DH back end content dashboard. It helps understand the popular topics and categories, and in turn helps to understand what content resonates well with the community. Set up an integration with your communications channel: Integrate your community's posts and questions into platforms like Slack or Microsoft Teams. Stay in the content loop and bridge those knowledge gaps, all for you.  I’d love to hear more from other community pros h

341
Yoeri
1 year ago

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