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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
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Build Communities
Related topics widget, why it uses redirects?

We noticed that Related topics widget and the links there uses redirects: For example the first link points here:And after that user is forwarded to the final url:https://community.insided.com/got-a-question-38/adding-a-create-a-topic-post-button-lower-down-on-the-screen-5313Why is that? This isnt SEO critical issue though but it slows a bit the browser / user.

560
revote
1 year ago
cstrange
cstrangeContributor ⭐️⭐️⭐️
posted in Build Communities
Easy Article Engagement Tracking

Hey there, Looking for some guidance with tracking the impact of content in Community. For example, right now if you create an article you can see how many views it has had and how many comments individually, but I am not seeing an easy way to keep track of this info and/or export it to have it available to compare or A/B test. I’ve been manually tracking in a spreadsheet, but curious if others have ideas, or if this is a feature request.Thanks!Chloe

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cstrange
1 year ago
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
posted in Build Communities
Community Roundtable's annual State of Community Management

Now in its 14th year, The Community Roundtable's annual State of Community Management report provides strategic ideas and tactical benchmarks for global community management professionals.The State of Community Management research explores the state of the community management industry through the lens of the eight competencies in the Community Maturity Model™, each critical to the success of an online community. They include strategy, leadership, culture, community management, content and programs, tools, policies and governance, and metrics and measurement.Each section includes data, ideas, and expert practitioner perspectives to give you new insight into the community management industry. By contributing to the industry’s longest-running and most comprehensive research project, you ensure that every community voice is heard. You can learn more about the State of Community Management research and download the 2022 report; here.For your time and effort, you'll receive:Rewards - A $10

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Alistair FIeld
1 year ago
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
posted in Build Communities
Who should own community???? 💭

A very common question when deciding on embracing community is;Who should own it?This question came to @anirbandutta and I during our recent session at Gainsight Pulse Europe (Shameless plug alert: Audio and Slides can be found here)Over the years I have seen all permutations and locations. I can say for us here at Gainsight, the Community Team rolls up into our Chief Customer Officer via the Customer Success Team.For sure, no matter where your community falls. You need to make sure you prove value to the executive sponsor and person who pays the bills 💰. Only then can you grown and make even more impact company wide. Running a community is a cross team effort, but we wanted to open up the subject to get your thoughts and input. So, in which team do you currently report into? Marketing Customer Success Product Support Otheror which team do you think you should report into? 

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Kgastaldo
1 year ago
Kgastaldo
KgastaldoHelper ⭐️⭐️⭐️
asked in Build Communities
How to share unanswered questions in a particular forum?

This feels like a super simple request, but it’s not. There’s no real way to do this right?I need to go and sort on the backend by number of replies and then add a public tag. Then I can click on that tag and send the list over. I have an idea out there to add bulk tags, which would help here. And I think there’s an idea to add the option of sorting by LEAST replies from the front end drop down.But is there an easier way to do this, that I’m not seeing? Anyone have a work around besides manually adding a tag to each question not responded to?

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Kgastaldo
1 year ago
jessicadaniels
jessicadanielsContributor ⭐️⭐️⭐️
asked in Build Communities
Community Roundtable Best Practices

Hi all! As our community adoption continues to grow, I am looking to build out a stronger engagement strategy to keep our community members coming back more frequently. Our community is made up primarily of HR and People leaders (benefits, finance, talent, etc.) and we have had a lot of interest lately in the possibility of hosting Community Roundtables for folks to connect further.We currently have AMA events every month that are community drop in style rather than a webinar style, but we would like to add community roundtable events to our list of engagements so our clients connect via Zoom rather than only through posts. We also hope this leads to our clients meeting up outside of the Community in real life, too!Do any of you currently host roundtable events within your communities? If so, what are some best practices and strategies that you have in place or learned when hosting these? Appreciate any and all input on this :) 

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jessicadaniels
1 year ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Build Communities
Super User Questions: Automatic Adds & Benefits of the role

As far as I can tell from documentation on user roles, there’s no automatic way to add a super user role. Is that correct?   It also seems that the benefits / use case of the role is granting users the ability to mark the correct answer on posts. What else am I missing? My real problem: I want to give contributing users a special Rank above some of our other ranks. It’s based on them leading one of our groups or being a contributing author to our Knowledge Base (a whole other challenge, please vote for the idea below).But because Rank rules require either a set volume of topics/replies OR some other criteria, I can’t even build the rank to add manually. So using a user role like super user (which I can do manually per-user) is my likely solution to be able to 1.) create the rank, and 2.) automate someone getting that rank based on their role. If you have a better solution, please share! 

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A
1 year ago
J
JSmithContributor ⭐️
asked in Build Communities
Badges for logins

Is there a way to give badges to users based on how many times they have logged into the community? I’m setting up our gamification and was thinking about rewarding users based off the number of times they have logged into our community, but I’m not sure how to do it or if it’s even possible. Also, any input as to what has worked for your community in regards to gamification would be greatly appreciated!  

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A11ey
1 year ago
Etienne Nichols
Etienne NicholsContributor ⭐️⭐️
posted in Build Communities
Community Manual for First-Time Community Managers

Hey guys!Some of you saw my presentation to first-time community managers… During that talk, I mentioned that I was 3 months in to community management, and I was constantly regenerating information about the community, or searching for links to graphics, and so on… As a mechanical engineer coming from MedTech, medical device companies are required to have something called a Quality Manual (it shows FDA the commitment to quality, and typically ties all the SOP - Standard Operating Procedures - together within that company).I figured, why not make one for my community? So I created what I call a “Community Manual.” Hopefully this is helpful - it doesn’t have anything company specific, it’s meant to be a template. If you use it and it’s helpful - great! If it makes life hard, ditch it!Either way, I’d love to hear what you think! What tools have you used to make life easier for you as a Community Manager??Link to Community Manual

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Etienne Nichols
1 year ago
Casstastr0phee
Casstastr0pheeContributor ⭐️⭐️⭐️⭐️⭐️
posted in Build Communities
How Are Community Managers Measuring Benchmark for Page Views?

After doing a lot of initial research and digging around for industry standards, I found it really hard to pinpoint an exact benchmark goal for average page views/user. I’m curious to know how other people are approaching this type of metric, or if they’re really measuring it or just comparing against themselves? I know that this is pretty different across the board for all industries and more/less engaged communities probably play a factor too- but just trying to get a sense of what others think. For reference, we just launched our Community just shy of three weeks ago, and our average page views/user is 5.4  Any insight or thoughts is greatly appreciated! -Cass.

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Alistair FIeld
1 year ago
Daniele Cmty
Daniele CmtyHelper ⭐️⭐️
asked in Build Communities
Best Practices on how to make a content forecast

Hi there,My current task is to create a Content Forecast for the two coming years (2023-2024) so we can have a rough estimate of how many user questions, discussion, and comments we can expect (inside and outside of ideation) in order to have an estimate of how much content will need to be moderatedHow would you approach this?I came up with an idea but maybe somebody has got a better technique :)First off: I already have a member forecast & a session forecast for the next to years. This will be an important factor for the forecast calculations.Basically I have a list of all numbers for the past year with which I calculate a ratio(simplified version here)Month Questions Sessions Members Ratio: Questions  p. Session Ratio: Questions p.Member January 100 10000 5000 0.01 0.02 February           etc.            Then I calculate a monthly ratio, e.g. (topics p. session) and (topics p. member) of each of the above content types.→  e.g. for

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Daniele Cmty
1 year ago
A
AnitahgContributor ⭐️⭐️⭐️⭐️⭐️
asked in Build Communities
Rank structure that include rewards for completed courses in LMS

Hi all, We’re trying to come up with a rank system that: For some users also include points awarded for completed training courses in our LMS (SkillJar). There will also be users that will not complete any training courses that can still climb the rank system due to community engagement only. Anyone with the experience on the above, and would you know if there is a way for us to build out separate rank paths, such as one for customers and one for partners, where the requirements to climb ranks and receive badges differ?@bas

452
A
1 year ago
J
Julian NichollsContributor ⭐️
asked in Build Communities
How do I connect Google Search Console?

How do I verify the community platform on search console once I’ve connected the domain? 

830
Julian
1 year ago
A
allison_ableContributor ⭐️⭐️
asked in Build Communities
Gamification Metric Tracking

How are you pulling metrics related to gamification? 

520
DannyPancratz
1 year ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
posted in Build Communities
Can community have multiple roles?

As we know community can have several different roles, but is it possible that community have multible roles at the same time? Can community be effective if it has multible roles?This is just example but can the (p2p) support community be effective if you want to gather new customers the same time?Or is this something that community can have multible roles but then you need bigger team?Does your community have multible roles and if so what roles it has?

760
revote
2 years ago
Cathleen
CathleenContributor ⭐️⭐️
asked in Build Communities
Rank Incon shape

Dear community,we need a round icon for the ranks. Unfortunately these are currently shown as a square. How can I change the shape?thx, Cathleen

490
olimarrio
2 years ago
ryanne.perry
ryanne.perryHelper ⭐️
posted in Build Communities
Account Approval: Notifying users about account activation

If you are customer an account approval process for your Community, is there a way to add a note to the user so they know they should go to their email and click the ‘Activate’ their account button to prompt the approval process?

320
ryanne.perry
2 years ago
A
Anonymous
asked in Build Communities
Federating more than one Zendesk instance

Is it possible to federate more than one Zendesk instance? We have two products — Productboard and Satismeter — they have separate Zendesk help content for users — and we’d like both to appear in our community search.  Couldn’t find any details here: 

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bas
2 years ago
victorlacombe
victorlacombeContributor ⭐️⭐️⭐️⭐️
posted in Build Communities
Merging Knowledge base / Zendesk content within Insided Community (feedback needed)

We are contemplating the possibility to migrate our community from Zendesk to Insided. I know that Insided created the knowledge base feature to “combine your company’s support materials with community generated answers and best practices — all in one category page.” But are there actual exemples of companies (appart from Insided) that benefited from the merge of their community with their knowledge base. It seems that the standard is to keep them separate (lots of Insided customers are still on Zendesk for instance) to prevent mixing too much content and stepping on our community’s toes. Our concerns is that our customers would loose the feeling of the community if our company involves to much in content creation (articles, how to, ...) and eventually to lose their participation within the community.Any feedback on this?Thanks!

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Alistair FIeld
2 years ago
KrisGoose
KrisGooseContributor ⭐️⭐️⭐️
asked in Build Communities
Progress to next rank under avatar

Is the progress bar under a users avatar something that is built into the platform OOTB or is it something that requires some additional configuration. Not seeing anything on the rank pages for it

490
KrisGoose
2 years ago
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
posted in Build Communities
Understanding your Digital Customer Success journey to help maximise Community

Mapping out a Digital Customer Success journey can sometimes feel like a maze.Fear not, we have your back! Our content teams' latest blog gives you the rundown on:- Segmenting accounts- Enhancing the journey from admin support, post-launch, and beyond 🚀- How to tie it all together with community 👏 

350
Alistair FIeld
2 years ago
Maryam
MaryamHelper ⭐️⭐️
posted in Build Communities
Why should I implement an exit survey and how?

Introduction: Exit surveys can provide valuable feedback about the behavior and experience of the visitors (and members) on your community. An exit survey will provide you with important insights, for example about call deflection. Usually, companies maintain active partnership with a number of online marketing software vendors that will supply them with solutions like exit surveys. inSided has experience in implementing many of such solutions. If there is no vendor preference already, inSided consultants can recommend one. Implementation: InSided is able to implement an exit survey on the community through a code snippet provided by the client (e.g through Usabilla, SurveyMonkey or Kampyle). The exit survey can then, for instance, be triggered as soon as a user navigates over the navigation panel of a browser. The settings of the exit survey can be set-up according to you preferences. Below you will find an example of most common settings. Exit survey is shown: to 1 in 30 visitor

2460
Maryam
2 years ago
Taylor Tarpley
Taylor TarpleyContributor ⭐️⭐️
asked in Build Communities
How Do You Configure a Retention Rate for Your Champions Program?

Hi all!  Calling all friends who have a champions program! Would love your insight! We’re heading towards the end of our first year of having Champions in our Community and are planning metrics for next year as we build out program more. As this is our first year and I’m having trouble finding data for this, does anyone else run a similar VIP program and can help shed some light on this?  I used a typical customer retention rate formula, but as our Champions aren’t purchasing product and we only have 9 members total, the answer was far too high.  I figured we can count on our VIP members who were active in our Community before our program started would be likely to return and count in our retention data….Any thoughts folks?  Thanks! 

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Taylor Tarpley
2 years ago
K
krystalwuContributor ⭐️
asked in Build Communities
How to balance an Engagement Community and Customer Support in inSided?

Right now, our branded community is focused on increasing engagement with our customers and members. However, we are looking into having our Customer Support team merge into the platform to create a unified experience for our customers and simplify the process for our Support team. One thing I am noticing, though, is that most communities that use inSided use it for one OR the other, not for both reasons. Does anyone know of any communities that operate it for both and how they can function on the back-end (specifically, assigning tickets, not seeping into the engagement conversations, etc.)? 

840
Alistair FIeld
2 years ago
adam.ballhaussen
adam.ballhaussenHelper ⭐️
posted in Build Communities
Surfacing inSided content in Zendesk via Zendesk federated search (Search Crawler

Hi everyone! I’m hoping this gets some visibility as it can get confusing when differentiating between inSided’s productized Zendesk federated search functionality and Zendesk’s federated search functionality in their own platform. I’m looking to speak to someone who has successfully integrated their community content on inSided using Zendesk’s Federated Search and search crawler. We’ve tried implementing this using inSided’s XML Sitemap, but this only returns a handful of what I’d consider “parent pages” for our community, and doesn’t provide a full index of all pages in our community (including every post, article, etc.). Zendesk’s search crawler doesn’t currently support RSS feeds, so that currently isn’t an option either.  Does anyone have experience doing this? Any tips and advice would be much appreciated. Thanks in advance!

790
Chelsea Roberts
2 years ago

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