Customer Communities (CC)

Welcome to our inSpired community's category News & Updates! This topic explains the purpose and themes within this category: What is this category about? In News & Updates you can stay up-to-date about all the new releases of the inSided platform as well as about news related to events that are relevant for anyone who directly or indirectly works with communities. What can I do here? You can reply to all the inSided news and you can also share news of your own. Is you community new and you want to celebrate your achievement? Then you can use this category to let us know about it. Is your company changing or launching something new that you want us to know about? Then you can use this category to tell us about it. So, join in the discussion and let's build great communities together!

hello we leave topics open (that is: no reaction at all) for 12 to 24hrs, before moderator answers. I know there should be a possibility to install a filter so we see the topics, created about 20hrs ago, at a glance. I would like to filter on 20hrs, so we have some additional hours to respond. I don't know how to install the filter?

I ran the user report for login but it doesn't show this information on the export from what I can see. Question came up yesterday as to how long our top users are spending on the forum. Anyone have any ideas where I can get this data? Thanks in advance for any help. Darran

Hi all, We'd like to share the webinar 'Secrets of a world-class community by KPN' with you that we hosted on May 23rd. In this webinar, Channel Manager for the KPN Community @Thomas shares his learnings related to building and maintaining an online customer community that drives innovation and saves KPN $4M annually. If you have any questions, comments or feedback, let us know! 🙂

We are now just over 3 months since go live and have, as of yesterday now activated our exit survey on the site. We are excited to see the results of this over time to see if we are able to drive down PTC from our call centre. Of course this is a longer term goal, but its an exciting step in our journey! Anyone else seen good results off the back of the exit survey, anything you are using the exit survey for specifically that you have seen great success with? Darran

The search algorithm update has been released in april. See this topic To know if the improvements are satisfactory, we would like to hear your experiences and feedback on this. Could all of you participate in this short survey? https://goo.gl/forms/AMmJobLt7A8EmISd2 Thanks so much in advance!

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

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

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 emo

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 ap

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

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 s

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 hav

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

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 🆒