Personalization of community experience

Thank you for this post!  I am very interested as well.  We are trying to grow our presence with the Community for our customers. 

Following!

Hello! I have created something like this at a few orgs. We catered a UX around an individuals support status at one org and their customer, a few different partner levels and an employee track at the other org.

Each location was locked behind permissions passed via SSO. User permissions were updated each time a user logged into the system. (I do not believe that can happen with Gainsight based on what Ive been told. User permissions can be checked every 4 hours but once a role is given, it has to be manually removed. Big problem for trying to implement something like this if that is the case. Being totally honest.) 


Support scenario high level:
The locations built were TKBs where only a select set of individuals could post. An equivilent of a custom page was created as the landing spot where the TKB info was brought on to the page. There were tracks to help support individuals based on common questions/issues in one scenario. These support tracks were created by top tier SMEs and Tech Support at the org. These tracks were intended to help self service throughout the customers lifecycle. From implementation guides to a support question of the week, different things were also featured on the homepage. 

Customer, Partner, Employee scenario high level:
Each category were given their own “corner”. Also called “hubs” in other orgs. A place to communicate amongst themselves and have custom tailored documentation for them. Had a recent meeting? Need a doc? Need to ask a question? Go to your “Customer Corner” to find it. This was behind permissions as it was a cyber security org and company info and convos needed to be more private. Very few things were open to the public in this scenario.

Here’s a little thing we have done that goes into this direction…

We have created custom pages for the main roles (end-user, admin or coach) our community members take. These pages contain a dynamic content widget that shows relevant (recent) topics based on a specific tag we add to the topics.

In our case, users still need to select their role on the Homepage to end up on the specific page for their role, but if you have these roles in the user profile, I’m pretty sure it’s possible to use a 3rd party script to show a button with the right link or even the tailored dynamic content widget directly.

Could AI play a role in this process? Sure, I can imagine an AI agent that has detailed knowledge of the member roles and what’s useful to them be able to automatically add the right tags to topics, removing all manual work from and speeding up the process.

I send different welcome messages (PMs) when people join - automated from their rank. When people join via SSO, we assign them a custom role - customer, employee, partner - which triggers a PM. I tailor those to feature some content they could respond to. It’s manual changes, but I think it’s nice that people are sent topics they might be interested in, as soon as they join. 

I’d love to use AI to customize newsletters. Right now, I’m creating 3 based on persona (and managed by custom role). I post in different sections and then do the one off email to let the roles know they are published (or include the newsletter in the email - still playing around with what works best for engagement). 

I like ​@Jef Vanlaer ‘s idea of using custom pages for each persona. 

I sent something but it is waiting on moderation. Hopefully it can go through soon.

Looking forward to that functionality, ​@olimarrio!

Curious if any further updates on this initiative, sounds promising. thanks

​@Thomas Deely yes this has been shipped 🚀

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