Customer Communities (CC)

How do you measure peer to peer support and how important is this metric to you? Here are a few reasons why I think the customer helps customer % metric is skewed and unreliable. It could be low, because: - Customer helps customer % is often defined by the effectiveness of your moderator team. If moderators are more speedy and effective than usual for whatever reason, chances are peers will provide less marked answers relatively. - Summarizing and quoting the tips and ideas of others and marking it as an answer can help a topic being more useful and easier to read. It's not counted as peer to peer support, while really the community helped out. It could be high, because: - Some customers mark their own response saying 'Customer service fixed it for me' as an answer. The support clearly doesn't count as coming from peers, but it's counted as such in customer helps customer %. - Other customers are good at redirecting other c

hey guys, In our statistics, I see that a very small percentage is using the search bar (ca 5%) so i was wondering whether that is the case in other communities as well? any ideas on how to increase that use? second question: what is your % of members who do not activate their account? seems pretty high (35 to 40%) in our community, what do you think about it? and third question: I would like to start with some great discussion topics next year, for instance, head of marketing who talks about evolution in the industry, you can post questions you would like him to answer, and react later on. Or something like that, just to stimulate the sense of community cause that is lacking. we have a lot of members who post their question, and then leave. what did you do in order to stimulate it? did you launch that kind of discussions already? some best practices maybe? thanks! ELlen

How do you measure co-creation value to your organisation? Of course showing a better or new improved product shows that it has value. But i'm looking for a model to show it with indicators. My company likes numbers 😉 Does anybody use a model?

Hi all, I am Community Manager from Deezer Community (https://fr.deezercommunity.com/) and I have a user who says in private message this things : I created 3 subjects but impossible to do the 4th. I have an error message "validation.user_login.ratelimit" (in passing there is a bug, the key of the message is not found to display a message "user-friendly" ...) I tried to post my subject again 4/3 hours after the others, always the message ... How long does it take to post again? https://fr.deezercommunity.com/depannage-et-conseils-4/bug-sur-forum-2458

Hi, There is an issue when quoting someone with a name with a special character Best, Gaëlle

Hi all! :) I am super-excited to announce that as of today, I will be the new Community Manager for the inSpired Community! 🙌🏻 💯 Some of you might heard this already at yesterday's inSpired event, however now it is time to make it all-official. For those who don't know me: I used to be the Community Manager for the German TomTom Community for the past years. Recently I have started with inSided as the Community Expert. My main tasks for now: Give you an as-awesome-as-possible experience here on the inSpired Community Improve the current training / workshop material Review / expand the the knowledge base articles So basically my goal is to equip everyone of you, regardless of the current stage of your Community, with all the information that you need in order to make your Community even more successful. Therefore, it would be great to receive your feedback (here in this topic, i

In the near future, we'll have some analytics dashboards available in the control environment. That's great of course. But if you add your own tagging and tracking to your company website and community, it's possible to get far more advanced web analytics than what Insided can offer. For example, it's possible to track what paths forum visitors are taking to and from your company site and to compare the visits of members and guests. The sky is the limit. Who else is tagging and tracking on their forum? Do you use Google or Adobe Omniture? Would you like to share insights? What would Insided advise to community managers to get started with this?

The inSpired Event 2017: The Conversation was a great success! With over 150 guests this was our biggest event to date! We are very happy to have welcomed many of you there, and hope you had as great a time as we did 🍾 As promised, we have published all presentations from last week. You can find them on our SlideShare page. In addition, we have some exclusive content for inSpired members! - Opening from @Robin - Use the community to drive traffic and increase sales by @Marcel -

There are many ways to activate a community. One powerful -and relative easy- way is to organize offline meetings with your (super) users. By meeting face to face you really build a relationship with and among them, show them they are important to you and learn what is important to them. In such a meeting you can also share background information on your organization, turning them into even bigger brand advocates and enable them to help other customers better. Organizing a super user meeting can be as easy (and low cost) as inviting some super users to your office, show them around and have a pizza and a beer together. Or you could put more effort & time into it. I know there are many great stories on super user meetings. Please share your story: what did you do, what did you like the most about it. Footage is of course more then welcome😉 To kick it off I would like to share a story from T-Mobile (but people from T-Mobile please add more background and other

Hello and good afternoon to everyone, My name is Seline van Dijk and I’m a CMD (communication and multimedia design) student at the HAN in Arnhem. Currently I’m doing my graduation project at Insided, based around the improvement of short- and long term user engagement.   For my research on this topic I wanted to get some real user feedback on why they are using the community and what they like and dislike about it. I would like to do this in the form of a survey, and am posting here to ask if anyone would be willing to participate in this venture by allowing me to post the survey on their community or by posting the survey yourselves. In a few months, think december or january, I’d like to test the new functions I’ll be designing with the community users again to refine them. This will be a survey too, and I’m asking in advance if anyone would like to participate in this one as well. Please let me know if y

Hi all ! I hope you are well! It seems that on the Community Deezer FR and Deezer EN the number of likes decrease. For example the user Dajerling was about 87 likes last week and today he has just 47 likes 😐 Why? Is that a bug? I didn't find any subject about this on your Forum. Have a great day !

I’d like to discuss One for One topics: what they are, why they’re harmful and what you can do to reduce the amount of these topics. I’d like to hear your opinions and ideas about this :) What are One for One topics? One for One topics are topics that can pop up in every service-oriented community, but especially in the service communities of telecom operators. These topics are started because a customer wants to speak to one service agent and they want support that cannot be deflected and could never be peer to peer. Three general examples of these topics are: “I want a refund”, “I never received my hardware” and “I want you to replace my broken hardware” (e.g. "Can you replace my broken remote?"). A lot of individual administrative and technical hiccups also fall into this category to some extent. Why are these topics harmful to communities? One for One topics will give several KPI’s a bump: registered users, topics and posts. Howe

We’re happy to welcome you to the new and improved inSpired Community! Following many of our customers, inSpired has also switched to branded templates. What are branded templates? In case you didn't know; branded templates incorporate best practices from inSided's 100+ community implementations. And because it's a true SaaS product, every (re)new(ed) functionality will be updated seamlessly. Branded templates adopt a consistent, streamlined design that helps community users get to the content they need as quickly as possible. At the same time, branded templates provide multiple configuration options, including header images, fonts, and topic icons. In a future release, these customizations will become fully self-service - meaning that you can make design changes to your branded-template community on the fly. So, enough sales talk 😉 ... Earn badges! In addition to a fresh new design, t

Hey everyone, It has been several weeks since we launched our first branded template. Meanwhile we have launched multiple communities and improved a bunch of things. We hope you noticed any changes, if not we got you covered. TL;DR 🙈 Branded templates are the latest community templates from inSided. We provide continuous automatics updates of new features without extra costs. Over the past weeks we released more than 100 items to your community. Some small, some big, some new and some improvements, we did it all. We hope you enjoy the things we’ve been working on. NEW ✨ Configure community homepage image and tagline via Control. Change your community image wherever you want, whenever you want. Unified list view. Discussions, questions, answers, articles and surveys all combined within one category. Articles. Publish high-quality content in the community. Include a full width featured image above the content

You already know how to reach out to your audience, and why creating relevant, persuasive and timely communications will allow you to effectively connect with potential users. The better you connect, the more you will grow your community. The last step in maximizing your community growth is motivating. Motivating people to join and participate on your community is key to community success. In this article, we explain how. Why your community? To be able to motivate people to join and participate in your community, you should have a clear and extensive list of reasons to do so. Possible reasons can be..Your community is the BEST source of relevant and complete information about your products and servicesY

You have already learned about how to reach out to your (potential) audience. The second step in growing your community is connecting. Connecting with your audience is all about creating relevant, persuasive, and timely communications about your community. Or in other words, presenting your community members with the right content, at the right time. Here's how! Why relevant? Your content and communication should be as relevant as possible. In other words, as tailored as possible to your target audience. You may rightly so wonder, what if different types of people receive my communications? In this case, the pitfall comes when we give in to the temptation of trying to talk to everyone at the same time. In most cases, your audience (e.g., your customers) are already segmented in, for example, 3 types or personas. When for instance

Growing your community begins with reaching out to those who do not yet know about your community. You must begin by spreading the word about your community and making sure that people who can benefit from your community's content will be able to find it quickly and with as little hassle as possible. In other words, you must begin by asking: how do I make potential members aware of my community and convince them that they can gain from signing up? This should be done by reaching out using different channels and through different messages. Why different channels? Not every individual you are trying to target uses the same channel(s). In fact, we know that people actually tend to have a preference for a certain channel. Some are more active on Facebook and go to your company Facebook-page, others use Instagram, yet another group will go to your company homepage, and many others use Google to find directly what they are looking for. This i

You probably realize by now that your community can potentially benefit your company in a variety of ways. The natural question at this point is usually: “where should I begin?” Prioritizing your efforts matters. The starting point should always be given by your community objective and your community concept. Both aspects provide you with a clear guidance about where the opportunities lie, as well as help you determine the opportunities that are consistent with the role that your community is playing within your online ecosystem. To make sure that you are able to highlight the potential value to internal stakeholders there are several practical steps that your should consider. Begin with ensuring that your company’s digital media or website owners help you position the community towards your customers. Integrations are central in helping you bring relevant traffic to your community and to show the preference that customers have for user-generated content in co

Your community is a rich source of data about your customers and prospects. Conversations in the community can reveal insightful data on frequent issues, popular features and most desirable improvements to your products and services (See also Post Field Analysis). The community is also the perfect source of product and process testers. This is because, on the one hand, Super Users often display high levels of technical knowledge about a company's products and services. On the other, regular users can be seen as a representative sample of customers, who will therefore use a product as a typical customer would. Your product and development team can select testers based on their role in the community, therefore ensuring that they have the required knowledge on products, belong to the right demographics or are loyal customers, all of which ensure

Why sell your community internally? The more involved the different business units within your company are in your community, the more embedded the latter will be within your online ecosystem and within your business. Involvement from other business units can vary in intensity, but in general terms every area of the business can gain from the rich data produced by your community on a day-to-day basis. A community can directly deliver value to at least three areas of your business: Customer Care, Product and Development and Marketing and Sales.  For Customer Care and Support a community can potentially result in big savings on call deflection as well encouraging higher levels of peer-to-peer support and self-service. A community can help your Product and Development team improve current and future products. A community can help your marketing team promote products and leverage their branding efforts. Marketing and branding units can also incorporate the commu

Starting out with the OVO Community was a challenge for sure. We were first timers, never done anything like this. So how did we tackle getting the community up and running with a well established customer base? To start, we knew we needed to engage people that we had a good idea would be interested in at least the concept. We offer customers an online discount for managing their account online, so these customers were an obvious choice to target with our first communications. We already know they like to manage things online, therefore are more likely to want to get help/self serve online. Secondly, we were lucky enough to have a research community that was already up and running which we knew had engaged OVO customers ready and willing to support us. Last but not least, our social audience. Again, these customers fit right into the target pot for launch. Anyone in a social space, again more likely to want to self service, and al

User-generated content is hot! Consumers rely more heavily on each other's opinion than on branded content. Thus, UGC is one of the most (if not the most) powerful tools you can have in building trust with your customers and prospects! Read more about how this works in this inSided blog. How do you ensure there is an abundance of UGC in your community? Share your story and help out the community!

Simyo, T-Mobile and KPN have the highest NPS (Net Promoter Scores) measured in The Netherlands, scoring well above the country average. Beside all three being telco’s, they have two important things in common; they are some of inSided’s first clients, and they have a longstanding commitment to customer experience. Read here about what value you can achieve with your community conversations. What value have you gained with the content your members create? Let us know by commenting and help out the community!

Hi everyone, I hope that you guys can help me out here. ☺️ When I upload images with good quality on our communitypage the images lose quality. The text on the images that were easy to read are vague after uploading them on the community. Does anyone know what the quality of the images must be so they also look good after uploading? It would be even easier if it was possible to upload pdf-documents on the communitypage. Is this something that Insided is planning to do in the future? Greetings, Jeannie

After a successful migration last year, Elisa community has reached a few days ago the 100k members milestone. On behalf of inSided team, I wanted to congratulate @Riina for this big success and we are looking forward continuing to help you grow your community. https://palsta.elisa.fi/