Customer Communities (CC)

Only a few emoticons are available on the Insided platform. Luckily, there's an easy way to extend your emoji vocabulary. 🤘 It offers a nice way to spice up your titles and answers, just like you would on other social media. Mac 1. Press CMD + Control + Spacebar 2. Select any emoji you'd like and insert it directly into any field on the Insided platform Windows 1. Go to getemoji.com 2. Copy the emoji you'd like to insert and paste it into any field on the Insided platform. These emojis work cross browser and cross platform. There are two downsides: Windows 7 only supports older black and white versions of emoji. Also, some icons are pretty small and hard to read.

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

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 !

Hello everyone, I am Hugo Fraga, and I am the project manager of the recently launched Fórum NOS. NOS is a Portuguese Telco, working on fixed and mobile sollutions, I am glad I met some of you guys in the great InSpired event, and I believe we will learn a lot together. We have just launched our new community at NOS. This project took us around 1 year from the scratch until the launch. It has involved several teams and more than 70 people. Our aim is to empower clients, and bring us closer to them, by being the more relevant, rich, fast and simple online help channel to solve questions and share experiences. After 12 days, we have some big numbers that we would like to share: (note: We have not yet communicated it) :D + 2.300 registrations + 42.000 pageviews + 240 unique topics created + 900 interactions 26 answers marked as "correct" + 550 likes We already have users in the 2nd degree of the gamification ladder Picture of Go Live day War Room. We invite e

Hi all, I'm very happy to announce that earlier this month we have successfully launched our US operations. In the past months we have worked hard to recruit a team, set up the administrative infrastructure and training our new employees. We have already launched 'under the radar' on January 9th, but today was the big announcement. You might have seen the press release and blog post come by, if not: http://www.emerce.nl/nieuws/insided-opent-kantoor-new-york (Dutch) https://medium.com/@wouterinsided/insided-usa-hq-in-new-york-entry-into-north-american-market-339ec2bbdfbf#.fa7n957lr (English blog post by our CTO & Co-founder Wouter) We are all very excited for inSided to make this next step and believe it offers a great opportunity for our company to grow further and get more awesome brands on board to build successful communities with. It will also help us better to work with brands that (partly) operate in the US timezone such as Sonos and Soundcloud :) We are starting thi

Hello everyone, At NOS community we are setting up the post field analysis. We would like to hear from you (that have more experience than us) regarding the best KPI and metrics 😃 Could you please give us some of our own examples? What are you measuring right now? Which metrics don´t work so well in terms of results? Suggestions are very welcome 🆒

At inSided we’re continuously improving our architecture. At the moment, this is done by the Development team who are working on decoupling which is a new way of building software. We are working on transitioning from a monolithic system to a distributed system by splitting our software in smaller pieces called MicroServices. Basically, the different squads can work on MicroServices independently. This will help the squads work faster because smaller services are easier to understand and modify without risk of breaking other parts of the system. The coolest part about this approach is that is very scalable allowing exponential growth in our infrastructure resources. This means we can serve all of you even more effectively! Monolithic systems are riskier because if an issue can issue can affect the entire system. Instead now with deploying MicroServices, if a small service were to go down, we have components like CircuitBreaker to protect the communication on the system. The main

Success is something that you can be proud of and can be inspiration for others. Therefore we decided to start making videos about our customer success stories. I'm proud to present you our first customer success story video: Sonos. In this video Kenneth Refsgaard (Senior Manager Customer Care Sonos) and Denny Haayen (Director of Global Customer Care Sonos) share their story with you. Learn about how the community developed into an essential part of Customer Care and how it contributes to an improved customer experience. Let us now what you think about the Sonos' Success Story. Leave your thoughts and questions in the comments.

Moderators are spending a lot of their time putting the moderation workflow to use. We have therefore invested in a brand new dashboard with smoother controls and other much desired improvements. Let’s walk you through the improved dashboard. The inSided Product & Development teams have invested a great effort to improve user experience across the board. We started with a serious look at the visual design from the ground up, delivering a streamlined dashboard. We then reduced steps in functional flows needed to perform operations, speeding up your moderation process. This is something that was furthermore achieved through structural code performance tweaks. You can now do more with less effort. Using the new moderation workflow still allows you to do everything you were used to. However, various little tricks, such as an auto-saving functionality, will increase your daily routine efficiency. Banning users has been made easier and less ambiguous. Your feedback regarding moving posts

Hi, we are new to the community forum world and I am looking ahead to when we launch next year. I currently run the Social Customer Service team and we will be training half the team to become Community moderators. However, I'm interested in how others have structured their teams, how much time did the moderators spend on the community in the early days etc. Any learnings you can share would be gratefully received! Thanks Darran

Communities thrive when users feel appreciated. A simple way to do this is by liking a post. We see this happening a lot, and we want to increase these acts of appreciation. Therefore we have made it possible to now also show who has actually liked a post. Once a post is liked, the three users that most recently liked it are directly shown along with their avatars. When you hover over the avatars (or click on mobile) you get to see the complete list of people who liked the post. Clicking names will direct you to their profiles. Like this post and see what happens. What do you all think? ------------------------------------- If you would like to install the Show Likes-feature on your community, create an order by submitting a change request to: support@insided.com Please be aware that this feature is only available for customers that are on the Responsive Template. Make sure to upgrade first via account@insided.com Implementation time: 6 hours

We're kicking off our Unified Platform strategy with a major overhaul of our category page. The fixed, table-based design is replaced with a lean and tightly structured list view design. The new set-up has been extensively tested with customers and end-users. It puts more emphasis on the topics and its authors, while our mobile first approach guarantees that user will have a seamless experience on any device. Our interaction research has shown that users are now more enticed to contribute, vote on topics and are overall more engaged. Additionally, you can now add a specific hero/header image to the top of every category page. This way you can give a unique context for every category. You can already experience this new view here on inSpired, but also in the Sonos community. See the topic created by Kenneth. --------------------------------------------------- To install the list view on your community, create an order by submitting a change request to: support@insided.com Please be

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'

A few days ago our shiny new community designs went live. A big part of the project was transitioning to responsive templates, but we also wanted to align with the latest Sonos visual style as well as implement a number of UX improvements that our users have been asking for since we first went live in August 2015. Some of the requests we incorporated into the designs were around making better use of space on each page, having more useful 'active since last visit' and 'search results' overviews, making it easier to see which topics are unread (the titles are now bold) and much more. We also love having the ability to 'feature' topics on the homepage in a beautiful visual way. We think it's a big improvement. http://en.community.sonos.com/ https://de.community.sonos.com/ A big thank you to everyone on the inSided team who worked with us to make it happen!

Hey guys, I'm wondering if there are any Community Moderators or Community Managers on here that might be able to give me some information on their experience as a Moderator or what the role involves? I'll become a Moderator when we launch our Community Forum next year and I'd like to get as much information as possible to make sure I can do my best to ensure our Forum is a success! Any tips of information you have will be much appreciated. :) Cheers, Lucy

Since we like to introduce all new community projects on inSpired, I would like to fill you in on inSpired too. This topic gives insights on why we launched the community, what you can expect here and who we will invite to join. As all projects start, we started by creating an objective for the community which resulted in: We like to empower you as a customer, by creating a thriving community to connect you with peers and inSided, share knowledge and give your input that enables you to build better communities. When I got in touch with some of you before launching this community, you gave me many reasons why this community would be interesting for you. The main reasons I heard were: Sparring / problem solving - Talk to peers that encounter the same issues and have the same questions on a daily basis. Follow inSided - What are we working on? What can you expect / what went live recently Platform experience - Experience modules/functionalities Support - Find & ask for info

We want to start our first shielded-off research, and want to invite active members in our Community. Also, we want this research to have a continious cycle, connected to sprints from our developers team. Trying to work out this proces, we've run into some challenges. Maybe some of you already have experience with this, and can gice us some tips & tricks. Or share your best practices. I'll first desribe the cycle I would like to implement, and afterwards state the questions these pose. Process 1. Invite active Community members, with a detailed desciption with is expected of them. 2. Ask them to replay if they want to join, so that we can give them access to the bèta app we want them to test. 3. Starting monday, they will have 1 week to test the app. 4. On Friday send them the URL to the shielded-off Insided Research item. Give them the weekend to fill it in. 5. On Monday close the research item. 6. After collecting all the data and feedback, share this with the participant

Unleash the voice of your customers and innovate together with co-creation Hugo de Vries & Bart Meerdink 95% of CEOs say getting closer to the customer is a top 5 priority. Needless to say, customers are king. Therefore, co-creation is in the heart of every modern business. Forming a community with your customers can provide you key insights into your products, process and campaigns. Hugo and Bart showed us examples of brands like Starbucks and Lego who use their community to take their business to a whole new level. Several questions arose in the session.

In his inspiring keynote session Denny Haayen (Director of Global Customer Care Operations at Sonos) showed us that communities are the future. Since the start of their community in 2013 it has seen the biggest growth in terms of customer care. Bigger than e-mail, telephone or Facebook and Twitter. Sonos believes that their communities are the future, and will continue building them through these three pillars: Care, Beta and Brand. Goal 1 (Care): Establish a 24/7 crowdsourced community care. Goal 2 (Beta): Through their Sonos Beta community they create an effective feedback loop and an engaging experience for beta users. Through this community, they ensure faster feedback on their innovations. Goal 3 (Brand): The community needs to be a content platform that builds familiarity, brand preference and advocacy. What did you take away from Denny's keynote speech? In which pillar will you try and grow your community next, and why?

The future is looking amazing. Connectivity everywhere. AR and VR are becoming bigger and bigger. Every major player in Silicon Valley is placing their bets on machine learning and deep learning. Artificial Intelligence is getting more intelligent then ever. But if we look at all these amazing developments, it's not hard to wonder: is there a role for online communities in the future? Yes, there is. As Rogier van der Werf, Head of Consulting at InSided, concluded at the beginning of his presentation: “The digital experiences that get it right are those that allow us to be real humans.” The human experience is still at the center of all de best digital developments, and which platform is more human then your communities? That being said, communities will not stay the way they are. Nowadays they are mostly being used for customer care. Even in the room at InSpired, a live poll showed that 73% of the attendees now use their communities mostly for support. But with all these develop

So you've got your community. Why should people visit it, and what makes them come back? Off course, people visit for support, ask questions and your community helps them out. But your community is also a place where your fans can really bond with your brand, and each other. Brand publishing is the way to make this happen. You have to create content that is so relevant and appealing that people want to spend time with you and in that way you grow your community. How do you get started? Look at traditional media, for example. They are experts at creating successful formats, a strategy that you can use. Think about your favorite column in the newspaper, or the Carpool Karaoke of James Cordens Late Late Show. They are all formats. Recognizable, fun and informative. Formats can perfectly be used in communities, but at InSpired 2016 we heard that this is not yet happening. To get you started, we listed some possibilities in a poll. Which one will you start using? Or do you have other gr

Here's something to ponder. One of the things we're doing at Sonos this year is 'multi-skilling' our frontline support teams so that they're not only taking phone calls and emails, but also responding on social and community. Previously this work was all done within our (Digital Care) team, which created a functional silo that made it challenging to create a 'seamless' customer experience across multiple channels. As we explore this approach, we end up with more people from Sonos responding to questions on the community. It's not always the same names and faces every day - and of course we're still around, posting announcements and responding to superusers, but many of the 'support answers' are coming from a larger pool of people. What are your experiences with this kind of approach? The multi-skilling of our teams is something we believe in strongly, but we also feel that it can be confusing if there are too many people officially contributing. Do you firmly believe in only d

The key to getting your members to create content is to give them a sense of ownership. Meaning that members are most likely to create content if they feel that they are particpating in shaping the community. The more they feel they are influencing and the community and gaining recognition for it the better! Have you noticed some members that were really good at explaining things? A member that seems to always know the secret tips? Or a member with esquisite writing skills? Invite these members to take more responsibility in the community. Let them know that they can play an important role in the community! Ask them what they would be intrested in sharing with the community and make them the expert! Would love to hear about what you guys have already tried and whether or not it was succesful.

First 1000 members? Your first year? Beating your own highscore of answered questions within 24h? What makes for a memorable day in your community? We want to know!

Congratulations to VOO for building such a great community in just a year! Our first Belgian customer! The inSided team is proud to have you as a customer. Hope the team and your experts had a great time celebrating! We would love to see some pictures and hear about all the fun! Looking forward to an even greater 2nd year!