Customer Communities (CC)

Hello, Since the community has stopped working this afternoon sometimes when I move a topic, I am redirected to overview page and I lose my topic. I can't go back and find the original topic. It's normal? Is there an issue? Example with this topic that I can't move: https://deezer-fr.insided.com/depannage-et-conseils-4/deezer-familly-ne-fonctionne-pas-10223 Many thanks. Gaëlle.

This is one of the learnings that Ditte (Community Manager at Sonos) shared during the roundtable ‘getting started with superusers’ at the inSpired event. In this article, we will cover some of the most interesting topics that have been discussed, so that everyone can learn from these and bring them into practice. Should you have your very own tips & tricks, then don't hesitate to add it to the comments! Over the course of two roundtables, 16 representatives of 11 different companies discussed their own best practices around superusers. Ditte guided them during the sessions with her extensive knowledge in finding, nurturing, growing ánd rewarding this very special group of use

What are we looking for? Look at community goals · Regular, impactful activity (likes and answers – check your data) · Constructive criticism (it’s OK to disagree, if there’s an alternative solution presented) · Helpfulness and kindness vs advocacy and brand evangelists How do we reach out? · Pick a specific post, and start your praise from there · Make them feel important – appreciate their knowledge (@Mention is great for this) · Ask for their advice – manage expectations How do we know they’re right for us? · Check their support contacts – how do they approach your service personnel? · Stalk their social media – are they 🙂 or 😞 ? · The ‘beer test’ – Do you look forwards to hanging out with this person for an hour? · Gut feeling and intuition – trust it How do we make them “official”? ·

In response to this idea from @Ditte, I'd like to know how other communities address necro-posting: people reviving an otherwise "dead" topic. We used to close a lot of topics to prevent necro-posting, but recently we switched to letting the customer decide where to post and we'll move any posts in ancient topics to a new topic. Closing a topic can look like shutting a door, which isn't very customer friendly. Guiding users tot the right existing topic Another relevant issue we often face is topics that are created, while there is a neat thread with questions and answers about the topic or question the user wants to address. Unfortunately, it's not possible to move an initial post to an existing thread. Are there any other communities facing this problem?

Hey everyone, So I've stumbled across a little reporting roadblock. In Export, I want to select some month by month reports for comparison. However, only the Last Month selection copies the month timeframe exactly. If I use Custom Range to select the month before, I get a weird time selection, probably based on my timezone settings. See the image. Manually choosing the last month also selects 'Last Month' so there is no joy in matching up report times by doing that.

Hey all, I was wondering if there is a possibility that the rules where users earn badges could get an update. By example: we would like our users to receives badges when they reply late at night, early in the morning, really fast or by the amount of likes they get on their replies. At this moment it is only possible to recieve badges by the amount of replies within a sub category. This leaves little room for creactivity and encouragement. Are there any other Communities that feel the same way about this subject? If yes i would love to hear more about it!

Search Engine Optimization refers to the series of techniques that are used to ensure that content matches people’s queries on search engines. An effective SEO strategy allows a website to appear in the first page(s) of the SERPs (search engine results pages), which contains the websites visited by the vast majority of people using Google, Bing or Yahoo. Improving the SEO value of your community ensures that its ranking on SERPs is higher for key topics. A higher rank in the SERPs means that users who may have ended up in your competitor’s community end up in yours. Communities publish large quantities of content on a daily basis. This large content volume explains why most of their traffic is the result of organic searches. The better this content matches people’s search queries, the more successful a community will be, in terms of its SERPs rankings. Improving the SEO value of your community ensures that its ranking on SERPs is higher for key topics. A higher rank in the

Hi, this section obviously covers everything about Moderation. This includes content and user management, but also best practices in working together with multiple Moderators, how to handle negative feedback, spam and many more topics! I would be happy to help you when you simply don't know how to handle a critical topic / user on your community, or if you are trying to create a new strategy for your Moderators. Just let us know by starting a topic. Cheers, Julian

Hi, if you ended up in this category, then you probably want to play around with numbers. :D It does not matter if you plan to build your own dashboard, or if you want to get inspiration on how to create awesome reports... Here you will be able to learn about the best practices! But that is not all: We also speak about Post Field Analysis, KPIs, user metrics and many more - basically everything that is being displayed in numbers. :D So if you want to show off your awesome dashboard, or simply want to challenge us on the way metrics, dashboards etc. are working, then go ahead and start a new topic! Cheers, Julian

Hi, this category contains extremely important knowledge about everything around engagement: You can learn how to improve your ranking structure, making sure that questions are being answered, that users will return to the community as well as how to manage your super users the right way. These are very important aspects to take care of, especially if you are working in a service community. Regardless the context (and maturity) of your community however, you will certainly have questions and concerns on how to engage with your users the best. Don't be shy and let us know what you regard as a challenge, we have a lot of knowledge and will be happy to help you figuring it out! Cheers, Julian

Could you provide the information according average % of super users to registration/session/MAU?

Hi there, we've just realised that you can't open a topic if the title only consists of emojis, neither front- nor backend. If you open it, you get the "Page not found" error. We figured that this is caused by insided not recognising the emojis as part of the title in the url Is there anything we can do to be able to reply?

........how do you achieve this? Does it work? I was chatting to Tim at NLE and he mentioned they have this and it allows them to share information with them but not with the rest of the users. It sounds like a good way to really engage the superusers so I'm keen to find out if anyone else has done this? Does it work? Darran

I was wondering how do other folks handle questions that have been open for a month with no resolution even after pinging the author - no reply. Do you: (a) archive the question? (b) keep trying to get a hold of the author and ask if its still an issue (c) delete the question (d) something else I was recently looking at my 'unanswered questions' and found a number that have not been closed and have reached out to the author to see if its still an issue but no reply. Looking to clean up some of these posts? Thoughts?

Hi there, Is there any limit on creating the discussion topics on the Community? We've a sub-forum for the 'How to Videos' and we're trying to create separate topic for each of the 50+ videos. After creating 12 topics within last two days, our web editor gets an error 'You've reached your limit'. How can we surpass this? Any custom roles we can assign to him? Cheers, Piyush

Two questions here: Is there a way to determine how many people logged into the community say last month? Is there a way to determine how many new members signed up last month? Point 1 will help with determining monthly active users (MAU) and I think if I divide how many visits/how many people logged in I might get a MAU%. Point 2 will help me gauge how quickly we are going - to some respect. Would also like to hear what other report on in terms of community metrics

Hi folks - might be best to remove these emoji from the options available. I certainly don't want my community using it. What do others think?

Hi, On forum boards we have the option ' Activity contributes towards user statistics and ranks' - does this also apply to the api? So does the api exclude these stats? Thanks!

You might have experienced this when you moved a post from an old topic to a more recent one and the first post was replaced by that older comment. Posts in a topic are always ordered based on their creation date and time; this includes the first post and comments. The current implementation of 'moving topics' have been initially designed to prevent duplicates, so when there is already a topic with the same question, a moderator can move all the duplicated posts and topics that has been created afterwards into one destination and answer them all in one topic. To prevent the original opening post from being replaced, I would recommend you to move the comments to a topic where the first post has an older timestamp. Currently we are working on some improvements on our platform core and keeping the topic starter always as the first post is something we will pick up as well.

inSided platform does not allow HTML entities to be posted and this will automatically be stripped out of the post for security reasons. If HTML entities are used, the text which is included after the start of a HTML entity will be completely stripped out, this includes the HTML and the regular text which is included after the HTML entity. In case you would like to include HTML to communicate/illustrate a specific use case you should add spaces before and after the < > characters, the system will then no longer recognize the text as an HTML entity and the comment can be posted entirely. Examples: Text between < > characters will be stripped out of comment, example < inSided example >. In this example only the text inSided example will be stripped Text after the < character will be stripped out of comment if the tag is not closed by >, example < 3 followed by text. In this example all the text after < will be stripped. Text wi

I started downloading the user activity for our Super user Radar, but I dont undestand the "Last Visit" and "last activity" dates. We have several cases, I copied one example of one of our users: the last visit was in December but the last activity was in February. If the user entered to the page in February to make the last activity, the last visit should change too, right?. User: Last Visit: 12/12/2017 Last Activity: 15/02/2018 Has anyone seen a case like this? Is this a bug from the data? Thank you

Hi, For our knowledge and radar for Super Users, we would like to know who are the users with specific badges, where can I find this information? Thank you

Hi, Are you guys panning to improve the 'suggested topics' (Dutch: gerelateerde topic) feature? The logic behind presenting the 'suggested topics' is a bit basic. For example: we have a topic running about XS4all and the Fritzbox modem. However, on the right side.. a suggested topic is about 'erection problems'. The keyword is probably 'problemen', but that seems an archaic way of suggesting other topics. A more logical option would be based on context combined with public/moderation tags and maybe with a bias setting related to the categories. The erection topic was posted in our ‘health’ category, so you would think this would rank lower when it comes to suggesting content (bias results) when the main topic is in our ‘computers and electronica’ category