Customer Communities (CC)

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

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safiya
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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
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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
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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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1713 Topics

Kenneth Refsgaard
Kenneth RefsgaardRegistered User
posted in Customer Communities (CC)

The Sonos Community just got a re-design

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!

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Kenneth Refsgaard
7 years ago
Lucy OVO
Lucy OVORegistered User
posted in Customer Communities (CC)

Community Moderators

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

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Angela
7 years ago
Denise
DeniseGainsight Rookie
posted in Customer Communities (CC)

Why did we launch the inSpired Community?

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

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Denise
7 years ago
Jorn
JornRegistered User
posted in Customer Communities (CC)

Any best practices for setting up shielded research?

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

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Hugo
Gainsight Employee: Rookie
7 years ago
Diana
DianaRegistered User
posted in Customer Communities (CC)

Q: how do you co-create with your community?

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.

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Diana
7 years ago
BartDelwig
BartDelwigRegistered User
posted in Customer Communities (CC)

The three pillars of Sonos: what's your next bet?

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?

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BartDelwig
7 years ago
BartDelwig
BartDelwigRegistered User
posted in Customer Communities (CC)

Where do you see your community in 5 years time?

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

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BartDelwig
7 years ago
BartDelwig
BartDelwigRegistered User
posted in Customer Communities (CC)

Brand publishing and how to get started.

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

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BartDelwig
7 years ago
Kenneth Refsgaard
Kenneth RefsgaardRegistered User
posted in Customer Communities (CC)

Multi-skilled teams working on the community?

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

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Jorn
7 years ago
Denise
DeniseGainsight Rookie
posted in Customer Communities (CC)

Struggling to create content? Get your members to help!

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.

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Denise
7 years ago
Marine
Gainsight Employee: Rookie
MarineGainsight Employee: Rookie
posted in Customer Communities (CC)

Work hard, play harder. What community milestones do you celebrate?

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!

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Marine
Gainsight Employee: Rookie
7 years ago
Marine
Gainsight Employee: Rookie
MarineGainsight Employee: Rookie
posted in Customer Communities (CC)

Joyeux anniversaire Le Forum VOO

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!

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Marine
Gainsight Employee: Rookie
7 years ago
Denise
DeniseGainsight Rookie
posted in Customer Communities (CC)

Welcome to the inSpired community | Let us know what you think!

Hi all, We are delighted to welcome you on the inSpired Community. The community is yours, it's a place for you discuss topics, collaborate with peers, ask questions and stay updated about other community professionals' lastest news, as well as inSided's. We are very curious to hear what kind of topics you would like to discuss and what you would like to see from us. Please leave a comment and help us shape a community that you love!

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Denise
7 years ago

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