Customer Communities (CC)

Hello everyone! First of all, great webinar 😎 . Very useful indeed. @Thomas, very nice presentation! Sorry I didn´t ask these questions on the webinar, but I ask them now so more people can contribute: 1) You don´t have an estimation of call deflection, so how do you come up with the 4M of savings? 2) How many active users do you have? (how do you measure it?) 3) Is there a limit number of Power Users for a community in your opinion? 4) Do you do a lot of customer care? Do you solve 1 to 1 issues? Or just 1 to N ? 5) What are the main (dis)advantages you see on these models? Hope to hear from you Thomas and everyone else! Regards, Tomas

We believe Sense of Community is important as it shows the level of liveliness within your community and it tells you something about the likelihood of people to contribute. We looked into three different metrics: 1. The number of unique contributors in a thread 2. Percentage of single user topics 3. The relationship between unique contributors and posts per topic The research found that a higher number of contributors per topic has a positive impact on the amount of conversation in your community. Want to know more about the benchmarks created and how to measure the Sense of Community within your online community? Go to our knowledge base to find out more. Do you have more questions? Make sure to ask and let us know how you keep your Sense of Community happening :)

Hi all! I'm happy to announce our new responsive community design is live! https://forum.tele2.nl/ In the past few months we (and especially InSided) have been working hard to get this done. The new, fresh design has everything to attract a younger audience and new super users: more photos, engagement and gamification. We have involved super users at the start and during the project. They also made a great contribution during the final User Acceptance Test. They are as proud as we are! Cheers, Jolien

Proud to say that we (BNP Paribas Fortis) launched our community last week! Well actually, we launched two communities : one for the Dutch speaking part https://nl.community.bnpparibasfortis.be/ and one for the French speaking customers: https://nl.community.bnpparibasfortis.be/. It will be very interesting to see how both evolve and what the differences will be in the different languages. One week after launch activity is still very very low, so we are looking for possible other traffic drivers. I was wondering whether you have some best practices regarding traffic generation? Other question : We thought about posting some more inspirational content within 'Praatcafé' but I have the feeling that it is too soon for that? Since it is a servicing community, aiming at answering bankrelated questions, people will come to our community when they look for an answer to a specific question. We tried to generate some engagement with the topic 'zakgeld' in Praatcafé, but this did not gene

We are still new to this forum game, but have a couple of topics now where the comments have gone onto a second page.....a good thing right, I know! However, is there any issues with this? Will that make it more difficult for a customer to find what they are looking for? Advice please! Thanks in advance :) Darran

Working in a contact centre environment, we are currently tracking amount of time spent on the forum by the moderator team, but how do you measure how productive they are being? For any other action, we can measure CPD, contacts per day etc, but with forum that's more tricky. I know the team and making the best use of their time, but how do I demonstrate this to the rest of the business. We've bounced several ideas around but have yet to find a solution!! Any help would be appreciated!! Darran

Hi guys, Does anybody have tried to use embeded youtube videos with autoplay on the community? One of our communication and dinamization strategies will be having live stream video sessions with specialists in tech areas, and having the discussions and questions on the forum. we have tried to use the autoplay codes "&autoplay=1" and "?rel=0&autoplay=1", but it is not working. Anybody tried something similar? or have some reccomendation/other suggestion? Thanks in advance Hugo

Hi guys, Does anyone know some communities that excel in providing entertaining content? Where people come together and discuss for example their hobbies, interests, etc and where the success is not caused by service-related topics? Thanks! Bart

Hello inSpired Community, Another day another topic. 😉 I’ve briefly discussed this with @Julian old and @alexisvos from inSided last week onsite, but would like to bring the discussion to the community. (loving the mentions feature btw.) One thing that we’re facing quite frequently on the SoundCloud Help Community is a duplication of topics - different users asking the same questions by creating new topics rather then replying to an existing topic (which, in itself is certainly something that can be improved in the first place, but that’s a different story I guess). What gives? The “Move” feature to the rescue. Here’s the list of steps I currently have to take in order to move one topic in its entirety. 1. Identifying the newly created topic(s) for which I know we have a longer discussion already 2. Opening the case 3. Select one reply 4. Click on “select all” 5. Click on "move to existing topic" 6. Go to the google sheet we’ve created with a list of all topics for which we’r

A lot of our customers informed us that many of their users would like to see emoji installed in their community. It’s a great and easy way to express your emotions. As one of inSided’s goals is to humanize digital conversations, we felt that making it possible to post emoji would bring a lot of value. Emoji are a lot of fun and your community will benefit from this. Users get inspired to write creative posts incorporating emoji. It will surely boost the user engagement and the fun factor will increase as well. 😋 How does it work? We have replaced the old emoticons with a big and diverse set of emoji. By clicking on the emoji icon in the editor the emoji set will appear. When you select an emoji, the unicode of it will appear in the text field. When the post published, the unicode will be shown as the emoji itself. Our set of emoji (unicodes) overrides the ones that can be found in iOS, Android, Whatsapp, etc. If we don’t have a specific emoji available, the original one of the

Hello everyone ! We’re planning to organise something special for Easter on our Community. Last year we organised a nice contest which thought us a lot. I’m reaching out to your experience as inSpired members so we can better our idea before launching it. I’ve got many questions  => Our goal is to wake up our members and to keep them awake. Do you think a contest is a good tool for this, or would a different approach be better? => If we do choose to launch a contest, should the contest be difficult or easy? We would like to see most of our members participating, but we don’t want it to be a contest for dummies. => What about the reward for the winner? Our experience taught us that a big prize (for example a handset) attracts members who only come for the prize and then leave the Community again. On the other hand, a small prize doesn’t seem sufficient to generate lots of traffic. What do you think? Your views are much appreciated! Yoann

Hello Insided-team, Don't know if you're aware or not, but in IE11 this community site looks "sub-optimal" 😋 As you can see in the below screenshot, the menu buttons under the message-field are all white. Not on screenshot but also an issue: the radio-buttons on the Profile Preferences page are not shown neither (I needed to select the text to find them... Not convenient). Would be cool if you could fix that :-) Thanks, Bram PS: I know IE11 on a Windows computer is far from cool, but in a corporate environment, people don't always have a choice 😅

Hello inSpired Community, Though trying to perform as many moderator actions as possible from control, I find myself repeatedly in the situation where I'm looking at a topic on the live site, yet need to go to the same topic on control. The way I'm currently doing this goes as follows: 1. I'm using ClipMenu (Mac only, but I'm sure there's alternatives for Windows) and have set up a snippet called see a topic on control. It's basically the generic URL of our control environment. 2. I'll highlight the generic part of the topic URL in my browser's address field... 3. ... pull up the aforementioned snippet... 4. ... and hit enter. This is easy enough of a workaround for me, yet it remains a workaround, not a solution. I hear there's other options out there (such as a script performing the same thing with 1 click), but I would also like to extend this topic to a feature request - this would be a really nice feature to have. Is anyone else facing a similar situation? How are you dealin

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