Customer Communities (CC)

Discover how to build engaging, vibrant communities with the CC platform

  • 1,714 Topics
  • 5,950 Replies
safiya
Rank
safiya
started this topic

Unlocking Peer-to-Peer Engagement Recap

Hello Gainsight Community!Last Thursday, The Veeam team (me + @madalina cristil) presented our community's story to the Gainsight audience f...
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cstrange
Rank
cstrange
started this topic

Internationalizing your community and staffing

Hello, I am curious to know how others have staffed their community as they branch out into supporting multiple languages. Here are a few th...
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DannyPancratz
Rank
DannyPancratz
started this topic

Best Practice: Use Labels to call out videos

Here’s something we’ve been doing for the past 6 months that I think is a simple best practice. I don’t have any data to back this up, so yo...
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1714 Topics

Gaelle
GaelleGainsight Rookie
posted in Customer Communities (CC)

Move a topic : is there a specific change?

Hi all! Current behavior on back end: I just tried to move client's topic so it sends me back to the page where I moved it. I must go back to the previous page and then move my post. It was not like this before. Previous behavior on back end: Before I moved the client's topic and my answer: they moved/redirected in the good topic. I did not need to click on "previous" before. Was there a specific change? 🤔

6
Shane1
Shoshin
6 years ago
nital
nitalRegistered User
asked in Customer Communities (CC)

getting error while hitting API 'remotelogout' via CURL PHP call

I wanted to use API remotelogout to logout user from Insided. I am using curl call to achieve so. I am getting error : : Uncaught exception 'inSidedApiException' with message 'This action is only available for fields:email,userid,oracle_sso_id,token_sso_id,openidconnect_sso_id,facebook_sso_id,janrain_sso_id,saml_sso_id,linkedin_sso_id,username My url is : https://api.insided.com/v1.1/user/remotelogout/email/rntest1@tomtom.com?apikey=N5WKK9J8J0R0QJXEMTK7&sig=zB%2BmbuwHZYPhtRXxGztjD2OjZr2b0w99t207YFVoJbo%3D Please help me with this. Thanks, Nital Joshi

10
Rens
6 years ago
Gaelle
GaelleGainsight Rookie
posted in Customer Communities (CC)

How to moderate the community with several moderators?

Until today I was the only moderator of Deezer Community FR https://fr.deezercommunity.com/ From the the backend I am consider as an Administrator and I have been responding to topics since "Overview". When a topic has been reviewed, it no longer appears in bold. This allows me to consider that the topic is treated. But, for a few days, my colleague Swanny has been helping me on the Community as a Moderator from the backend. But there is a problem: when she responds to a topic it's always appears bold from backend (CF screenshot) I would like that when she responds to a topic this one is no longer shown in bold and considered treated. How to do? And if there is another way to work better from backend with different collegues can you please give me advices? 😊 Thanks !

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Julian
Gainsight Employee: ACE
6 years ago
Jurgen
Shoshin
JurgenShoshin
posted in Customer Communities (CC)

“Mark As Answer”: an odd data export with beautiful insights

The “Mark as answer” export in Insided Control is kind of an odd data export. In all other exports, you select the time range when something showed up. For example a post, topic or registration. “Mark as answer” is the exception, because the time range you select when exporting this data is the time range when the actual marking has occurred. So neither the question nor the answer was created during that time, per se. If today you unmark an answer from 3 years ago in a topic from 3 years ago and mark another post in that 3 year old topic as an answer, it will show up in today’s “Mark as answer” export. Counterintuitive, right? It's a shame the "Topic" export doesn't have the same interesting insights as "Mark as answer" For topics where there wasn’t any marking of answers involved (in the timespan you select), we’re missing a lot of data that the ‘mark as answer’ export offers exclusively. For example the second post user role and the time between the first and second post. We’re also

1
Ditte
Champion in Training
6 years ago
Jurgen
Shoshin
JurgenShoshin
posted in Customer Communities (CC)

Measuring P2P support

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 customers quickly. I'd rather have 100 more visits to service

4
Jurgen
Shoshin
6 years ago
Gaelle
GaelleGainsight Rookie
posted in Customer Communities (CC)

Topic limit?

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 Question : why did he get this message? 🤔

4
Maryam
6 years ago
Gaelle
GaelleGainsight Rookie
posted in Customer Communities (CC)

Coding issue when quoting someone

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

3
Jürgen J
6 years ago
Julian
Gainsight Employee: ACE
JulianGainsight Employee: ACE
posted in Customer Communities (CC)

Hi there! I'm your new Community Manager for the inSpired Community!

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, in a private message, or via your CSM / Account Manager): Are there things you are missin

5
Ellen
6 years ago
Anouk
Gainsight Employee: Shoshin
AnoukGainsight Employee: Shoshin
posted in Customer Communities (CC)

Here's what happened at inSpired Event 2017: The Conversation!

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 - How inSided develops the next generation of communities by @Robin, @Wouter and @Joris - The value of analytics and dashboards by @christophrooms and @Julian - Getting started with Branded Templates by @Yoeri Enjoy the recap and see you next year!🎉

5
Tanja
6 years ago
Seline van Dijk
Seline van DijkGainsight Rookie
posted in Customer Communities (CC)

Request for research participation - Community user survey

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 you’d be willing to participate in either one of these or both. Thanks f

11
Seline van Dijk
6 years ago
Gaelle
GaelleGainsight Rookie
asked in Customer Communities (CC)

Number of likes widget

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 !

4
Jurgen
Shoshin
6 years ago
Jurgen
Shoshin
JurgenShoshin
posted in Customer Communities (CC)

One for One: the ‘Replace my Remote’ type of topic

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. However, above a certain threshold these topics will h

2
Jurgen
Shoshin
6 years ago
Denise
DeniseGainsight Rookie
posted in Customer Communities (CC)

Welcome to the brand(ed) new inSpired Community!

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, the inSpired community now includes badges. Post, like, and comment, and before you kno

4
Angela
6 years ago
Yoeri
Gainsight Employee: Golden Ruler
YoeriGainsight Employee: Golden Ruler
posted in Customer Communities (CC)

What's new in Branded Templates - October 27, 2017

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 and the topic will be highlighted in the community by adding a label to

0
Yoeri
Gainsight Employee: Golden Ruler
6 years ago
NE'er Jeannie
NE'er JeannieRegistered User
posted in Customer Communities (CC)

How to make the quality of images better?

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

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NE'er Jeannie
6 years ago
Justin Roussel
Gainsight Employee: Rookie
Justin RousselGainsight Employee: Rookie
posted in Customer Communities (CC)

Congratulation to Elisa!

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/

5
OVOdarran
Shoshin
6 years ago
Daniel
Gainsight Employee: Veteran Rookie
DanielGainsight Employee: Veteran Rookie
posted in Customer Communities (CC)

How should we track moderator activity?

Hi! As you may know our product team is working hard on the development of analytics and dashboard for our platform. I want to use this topic to ask about Moderation activity KPIs exclusively. Please help us answering the following 3 questions: 1. From 1-5 how important is for community managers to be able to track activity that is SPECIFIC to moderators? 2. What is the main purpose of tracking moderator activity? 3. What are in your view the 5 most important KPIs on moderator activity? Feel free to add any additional comment on the subject that you feel is essential for moderator teams to be effective and to contribute to your community's goals. Thanks!

7
OVOdarran
Shoshin
6 years ago
Anouk
Gainsight Employee: Shoshin
AnoukGainsight Employee: Shoshin
posted in Customer Communities (CC)

What would to like to see more of on inSpired?

Let us know by voting in the poll what you would like to see more of on inSpired! Have another suggestion? Don't hesitate to let us know by commenting!

1
Daniel
Gainsight Employee: Veteran Rookie
6 years ago
Anouk
Gainsight Employee: Shoshin
AnoukGainsight Employee: Shoshin
posted in Customer Communities (CC)

Keeping up with digital natives

Nearly half of your Millennial customers are willing to help you develop your products and services. But they also have different customer service expectations; they use different channels and do not wait around for their answer before switching to another channel. Do you see this happening in your community? Learn how Millennials are wired differently and take action to better engage them: Read all about how to do it here. Share your own insights on the topic by simply replying!

0
Anouk
Gainsight Employee: Shoshin
6 years ago
Anouk
Gainsight Employee: Shoshin
AnoukGainsight Employee: Shoshin
posted in Customer Communities (CC)

Get inSpired by.. Sonos!

Want to know how to use your community for low-cost content marketing and peer advice? Learn right here from Sonos how to turn your customers into content marketers! Let us know in the comments how you got inSpired.

0
Anouk
Gainsight Employee: Shoshin
6 years ago
B
beertinkRegistered User
asked in Customer Communities (CC)

API description

Hi, I am new to the product, orientating myself, and looking for an online description of the Insided API. Does anyone have a link for me? Thanks, Bas.

4
B
6 years ago
Denise
DeniseGainsight Rookie
posted in Customer Communities (CC)

Must see - Interesting videos with benchmark results from 18 Telco communities

In the videos listed below, Rogier shares community benchmark metrics from 18 telcos and explains where the true business value lies within telco communities. Or read his article about this. Learn what role a community plays in enhancing your customer journey. Learn how a community adds to the pre purchase phase in the customer journey, which we call conversational commerce. Learn how a community adds to the post purchase phase in the customer journey, which we call conversational service. Enjoy the videos! We love to discuss your findings, don't hesitate to share your thoughts!

0
Denise
6 years ago
Lorna
LornaRegistered User
posted in Customer Communities (CC)

Analytics vs. API

Hi, I'm interested in how others use the Analytics provided ... we have multiple sources of data within our company and with other systems we can use apis or services to merge them into dashboards that cover more of our online journeys, not just community. However, with InSided we just have the option to export csv files, as far as I'm aware. I'm a lazy person and this seems like a manual process that we have to invest time in every given time period. Is there any smart way of using the analytics available to update external sources? Thanks!

3
A
6 years ago
Daniel
Gainsight Employee: Veteran Rookie
DanielGainsight Employee: Veteran Rookie
published in Customer Communities (CC)

What is and how to use Post Field Analysis

Welcome to the inSided Whiteboard!   In this release the main topic is using Post fields and our Post Field Analysis tool.         Transcript: One of the main issues community managers find when reporting is that aggregate figures (total replies or total number of topics) are simply not detailed enough to, for instance, find out what the recurrent issues of their different products are, or not specific enough to give feedback to product teams about reported bugs, among other things. I will focus on these two particular cases so I can make sure that the point about structured data get across and the benefits of the tool are clearer. Take the idea of using Post fields for identifying recurrent issues that customers have in your community. In this example I use post fields to Identify recurrent issues and sentiment at the time of posting. Using this two categories, these two post-fields allows me to generate FAQs and in general content that is specially relevant for your customers and w

5633
tomasmouton
6 years ago
Marianne
Gainsight Employee: Shoshin
MarianneGainsight Employee: Shoshin
posted in Customer Communities (CC)

Usability testing @ inSided

At inSided we like to work closely together with our customers. In our Innovation labs we discuss the roadmap and gather feedback on new product features. We share our roadmap: https://app.productplan.com/p/cuJv54zHDg174ML5ZgCf8u5YJsJnJi-E to show where we are working on and what’s planned in the near future. And we continuously improve our products by showing early work in progress during meetings and here on the inSpired community. The only feedback we are missing in this story is the feedback from the actual end-user. Sometimes we find feedback on the communities of our customers, like this topic: https://forum.tele2.nl/over-het-forum-327/nieuw-community-design-64822/index1.html from the Tele-2 community. But we would like to involve the end-user more often during the design process to make sure that we've designed the right solution, before we start to develop anything. Last year we had a Usability test together with one of our customers. In this usability test we invited 8 end

2
Marianne
Gainsight Employee: Shoshin
6 years ago

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