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Build Communities

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

  • 288 Topics
  • 786 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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288 Topics
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

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Yoeri
1 year ago
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Community Bytes w/ Anirban Dutta: Dealing with spam on community

Having seen a lot of discussions on here from different community minds about dealing with spam, I really felt like this would be a great time to bring in different experiences from folks here on how they deal with it. I have to agree with @Fisz  though that this is an endless discussion topic. 😄Today I’ve got someone who has been a wiz at dealing with spam on our community 🥷 and has been my community buddy on speed dial - @anirbandutta   Some of his suggestions:Be prompt in your methods - Act fast on Spam. But make sure that you always report before you delete in order to help train the anti-spam of Digital Hub Doing a litmus test - try to ask the person you are considering as a spammer about  the intent of the post - 99% of the times they don’t care/respond, and you can take an action easily from there A complete profile on community - Ensuring that your members have completed community profiles will help separate them easily from the spammers Community reports of spam - If your co

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anirbandutta
1 year ago
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Community Bytes w/ Seth Wylie: A healthy start is a focused start

Are you the new manager of an existing community?Are you launching a new community? Stepping into a new community is like setting sail on a fresh (and slightly intimidating) adventure, and I'm sure many of you can relate. We all know it's not a one-size-fits-all journey.But let's consider those fundamental factors that can make or break those early steps into a community..  To kickstart this conversation, I've brought in a seasoned community friend, @seth. I’ve had the opportunity to share ideas, brainstorm strategies, and work with him on all things community.   🎯 Here's the golden nugget that’s truly universal: "Keep a crystal-clear focus on what your community is trying to achieve." You also need to make very clear decisions on:Program Types: What kind of initiatives or programs will resonate most with your community members? Content Strategy: What type of content will be genuinely useful and engaging for your audience? Engaging with Thought Leaders: Who are the potential thought l

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revathimenon
1 year ago
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CansuContributor ⭐️
asked in Build Communities
Badges and Ranks

Hi everyone!  We are trying to re-do our badges and ranks on our community and I’m looking for good examples of how can I create a complimentary structure where ranks and badges compliment each other and they are not the same thing. How do you use badges and ranks together on your community? Thank you!

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anirbandutta
1 year ago
Anjali Goswami
Anjali GoswamiGainsight Employee ⭐️
posted in Build Communities
Embark on a Journey of Community Transformation and Advocacy - DH Crank Up Webinar on 24th August

Get ready to dive into strategies that can transform your community into a dynamic powerhouse and learn how to - Unleash the Potential with Gainsight's Digital Hub Revive Engagement's Flame Cultivating Advocacy from Within Real Stories, Real Inspiration Your Invitation to Rewrite the Story Join us for an enlightening journey in our first ever Crank Up webinar series for DH  – Level Up to Boost Community Engagement and Fuel Advocacy. The webinar is scheduled for Thursday, August 24th at 9 AM PST.  👉 Register Here 👈 Speakers - @Anjali Goswami@Aman@olimarrio Have something that you would like us to cover/discuss during this session? - Post it in the comments below👇🏻

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Anjali Goswami
1 year ago
juan.delrio
juan.delrioHelper ⭐️⭐️
asked in Build Communities
Reward subscribing

I want to award a badge to users who subscribe to product updates.    Any ideas how to do that?

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olimarrio
1 year ago
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Xentral_CommunityContributor ⭐️
asked in Build Communities
Bulk delete Ideas

Hey!I have to clean up our ideation section.Is there any way to bulk delete “Ideas”?Best,Dennis

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X
1 year ago
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Community Bytes w/ Julian Lindhorst: Measuring content success on community

One of the things I am thoroughly enjoying about this series is hearing real experiences and suggestions from different people in their community journeys.And on that note, I’m back with another one! 🥳 This time, we’ve got @Julian  sharing his views on what are the factors he suggests to consider, while measuring content success in your community.  Here are his top tips:Majority considerations: Look out for high views and more comments. This also helps you identify trends for what resonates well with the community Overall planning: Connect content measurement to not just the community goals, but also the business outcomes you want to achieve Content promotion measurement: Keep an eye on your content promotion efforts. For example - are you getting enough clicks on newsletters and emails sent to users? What are some other factors you generally consider in your community, to help measure content success? 

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anirbandutta
1 year ago
ryanne.perry
ryanne.perryHelper ⭐️
asked in Build Communities
Does anyone use tools besides Google Analytics to measure where the customer found out to sign up for Community?

Hi Community! We currently use utm links with Google Analytics to measure where users find out about the Community and links from any events we hold (i.e webinars, email campaigns, resources articles etc).Community sits under the CS umbrella in our organization and I have been tasked with measuring how many registrations come from each functional area. Previously I have been using utm links with GA (as I understand it there is a limitation in how long they keep the data to reference). So far the utm links have not been adopted by all teams but we’d really like one unifying efficient way to measure where the registration referral came from.Is anyone using tracking methods other than Google Analytics to achieve something like this?

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revathimenon
1 year ago
emily.arent
emily.arentContributor ⭐️
asked in Build Communities
Self-service score benchmark for B2B Saas communities

Hi there community builders!As we approach the end of 2022 and the 7 month anniversary of our community launch, I’m diving deep on our self-service metrics in collaboration with our Customer Support leadership. I understand that what success looks like is going to differ significantly from community to community. But I’m hoping to zero in on some sort of benchmark we can aim towards for our self-service score in 2023. Is anyone else who’s running a B2B Saas community willing to share theirs as well as how long you’ve been live and any projects / programs you feel have been instrumental to making progress on this metric? For reference - we started at 0.1 back in July and were at 0.16 in November. 

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Lais Laudari
1 year ago
JKelley
JKelleyHelper ⭐️
asked in Build Communities
Open / 3rd-party badging integration and metadata? (Credly)

Hi, our enablement organization is rolling out Credly digital badging for our certifications.  Is there any way to post a badge with metadata included (hyperlink back to a Credly profile) or just the static visual?Has anyone else done anything with open badging standards?I can provide more details if that would help. Our certification events aren’t super-dynamic so we aren’t looking for a full integration at this stage.  Thanks!

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Lais Laudari
1 year ago
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CansuContributor ⭐️
asked in Build Communities
How to increase your community forum followers?

Hi everyone!We are trying to increase our subscribers to our community forums, we have recently implemented a custom widget on the homepage where users can subscribe directly, and I was wondering if you have any creative tips to get users to subscribe more?  My other question is, how do you go about measuring the subscribers? We don’t have any benchmark yet (since starting from only a few people per forum) what’s a good target? How did you get about setting yours? Thanks!

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C
1 year ago
C
CansuContributor ⭐️
asked in Build Communities
Community SLAs

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
1 year ago
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Community Bytes w/ Oliver Marriott: Tips for Community Managers

Hello community friends,I'm thrilled to launch a new series - Community Bytes! 🎊 This series aims to foster a collaborative space where all of us get the opportunity to share our experiences and insights about the world of communities, empowering each other to tackle the community world together!To kick things off, our long-time community friend ⭐ @olimarrio ⭐ has shared some of his top recommendations for community managers dealing with new communities. ⬇  His key recommendation is to embrace the freedom of exploring innovative ways to engage with your community members. Here are some more essential tips:Content Strategy & Calendar: Plan this strategically to keep new members coming back, especially in the early stages of your community. Have a routine, but Stay Open: Be daring to experiment and discover fresh engagement approaches within your community. Unleash Creativity: Early stages of your community allows for more creative topics and discussions. Try Different Delivery Form

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revathimenon
1 year ago
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AnitahgContributor ⭐️⭐️⭐️⭐️⭐️
asked in Build Communities
Do you offer SLA for community response time to specific customers

Hi, curious to learn if any of you offer any sort of SLA for community response time to customers, such as those with premier support agreements? 

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A
1 year ago
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emaynezHelper ⭐️
asked in Build Communities
What happens when you edit a primary role from "awaiting email confirmation" to "registered user"

Does anyone know if I manually change a users primary role from awaiting email confirmation to registered user if that will allow them to access the community without any hiccups?I have a user who cannot for the life of them find the confirmation email (they have extremely robust email security settings). I’m wondering if I change their primary role if they’ll be able to interact with the community without any repercussions (ie email notifications if someone @mentions them) Let me know in the comments below!

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leo-inspired
1 year ago
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Giving Group ownership for Group Champions

Hello community friends!Exciting news, one of our community groups hit a milestone of 100 members within its first few months and we couldn’t have done it without our Group Champion.* 🌟I felt that this was the perfect opportunity for me to build on my previous post , especially with more fellow community folks like @sarahmasterton-brown and others exploring groups and its ownership. Now you may be wondering  - Who is a Group Champion?*Group Champion (GC) is someone from within your organization who has the subject expertise related to the interest group being launched. They take ownership of brainstorming ideas & content for the group’s engagement (I’m pretty sure the GC has a different name in your organization, but we like to get wacky with the names 😄). As a CM myself, it always felt natural to me that launching & nurturing groups was only a CM’s job. But as we progressed, I noticed one of the biggest drawbacks that slowed the growth of the group, was the CM’s need for dee

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revathimenon
1 year ago
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Nurturing Groups: How I built membership & engagement

This is going to be the last part of my series!Once an interest group is up and running, the initial few months are crucial to get people to join and actively engage in the group. While there's no one-size-fits-all approach, I'd love to share some tactics that have worked well for us. P.S - if you have any unique methods that have worked for you, I’d love to learn them from you! 🙂📤The magic of emails One of the first things we did was to announce the launch of our group to our customers through crisp, yet fun emails.  We used the power of our Gainsight Journey Orchestrator tool to send tailored messages to different cohorts of admins, depending on their stage in the beginner admin journey. 📰Newsletter plugins Newsletters are fantastic for igniting interest in folks who haven't yet joined a group, since they already have an established audience.  Share intriguing glimpses of unique posts from the group to give them a taste of what they're missing out on. You can also showcase wins

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revathimenon
1 year ago
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Nurturing groups - Building a partnership with your group champion

Lately, I've been noticing how crucial Group Champions (GCs) are for the growth of each group, as we continue to launch more groups in our community. That got me feeling like it's the perfect time to share my experiences about building a partnership with your GC. It’s obviously no walk in the park, but there have been some key elements that helped make this happen.But before we dive in, I gotta ask:How do you handle group ownership in your community?Does the Community Manager nurture all groups in your organization? Or are there specific people from your organization for that? Here’s how I do it, and some of my learnings:👀Scouting for the right GC:  The initial step is to identify the right team and the suitable individual within that team who would thrive in the GC role specific to your interest group. In my case, I was still relatively new to my role and didn't know everyone in the organization yet, so my manager, @Seth, guided me in the right direction.  It's also essential to ga

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revathimenon
1 year ago
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Nurturing groups - attracting the right Group Champion

The Group Champion (GC) has played such a key role to the success of multiple interest groups in our community.In the process of convincing and onboarding our Group Champion, the one thing that convinced them easily was the GC profile that we created.These were the highlights in our profile:Purpose of the group The infectious energy of our GC that resonates well with the group Unique skills/special powers that they bring to the tableI’m delighted to share the first Group Champion (GC) profile that we created for our Beginner Admins in Training group (which crossed 100 members recently 🎊) We pushed this profile through quite a few revisions. My first version almost looked like a job description (yikes😆). We identified a likely GC, and the profile led immediately to a conversation with their manager. We realized that the group would never get off the ground if it felt like we were looking for someone to take on an additional job. And what an easy misunderstanding! We wanted to find a p

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revathimenon
1 year ago
Taylor Lecky
Taylor LeckyContributor ⭐️⭐️
posted in Build Communities
How do you measure engagement in your community?

Hi everyone!I’d love to hear what metrics you use in weekly reports to show customer engagement in your communities. Previously we reported on the amount of comments in a given week/month against our goals but we weren’t finding a ton of value with that metric.What are you using and do you use the SF integration to track MAC (monthly active customers).Thanks in advance for any help! 

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Alistair FIeld
1 year ago
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
posted in Build Communities
Homepage Sweet Homepage 🏠

As Will Rogers said “You never get a second chance to make a first impression”What is the first impression of your Digital Hub? Your Homepage is the first impression.So here are my top three things you should address when creating and maintaining your homepage. 1) Clearly answers “What can be done here”When a visitor visits your Digital Hub they have an ‘intent’. It may be as a prospect to get informed, it may be as a customer to ask a question, it may be to find out more about a certain feature, the list goes on. Your home page needs to resonate with that person at that moment in their journey. 2) Includes calls-to-action (CTAs).CTAs give your visitors guidance on where to go and what to do next, so they don’t get overwhelmed or lost. More importantly, CTAs turn your homepage into a launchpad for a successful and valuable journey. 3) Keep it FreshThe best homepages aren’t always static.Keeping the page updated with new content lets yours users know the Digital Hub has attention and is

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Alistair FIeld
1 year ago
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NinaContributor ⭐️⭐️
asked in Build Communities
Admins exclude to receive badges

Hi all,is there any way or feature that community managers & admins can be excluded from receiving badges that are automatically awarded when a certain amount of content has been posted? As our community is still quite small, we wanted to award as many badges to our users as quickly as possible, but when we as community managers post something, we all get badges.Thank you & regards 

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N
1 year ago
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Behind the Scenes with NOS’s Community - Part 4

As we enter the final part of our chat with NOS, we discuss what they see as core to their success on inSided, and in the future of this community of over 100K users! 🔥Keep reading below to know more.  What are some of the features of inSided that your community heavily explores?The creation of topics with Question or Conversation posts continues to be the most used by our community, especially by recent users. The community area created for suggestions and improvements also has high importance for our users. It also is valued well by the internal teams so it's a win-win for us. Gamification and ranking, and their specific components, is something that is also considered of high value, bringing healthy competitiveness and promoting engagement among users.  We recently introduced the side widget to place our official content, which made it easier for our users to find & is getting a lot of acceptance within the community.We believe that the introduction of new features (including t

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revathimenon
1 year ago
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Behind the Scenes with NOS’s Community - Part 2

Fórum NOS’s story continued to be inspirational as we dove deeper. 🔥In this part of the discussion, we dove into their user milestone celebration with the community & a glimpse into some tips and tricks from their experience of launching their community. Congratulations to NOS on recently hitting 100,000 registered users🎊 - please take us inside how you celebrated this milestone with your larger community. On behalf of NOS, I thank you again. It was a very important milestone for us and for the entire community.  The contribution and help provided over time by the inSided team helped us to reach this number in such a short time! In just a few years we have built a robust, healthy and mature community, doubling the number of registered users in less than 3 years to an incredible 100,000 members. We carried out a series of initiatives in various media to promote and highlight the importance of the Fórum NOS and this milestone, for the community, customers and NOS.At Fórum NOS, we c

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revathimenon
1 year ago

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