In our ongoing webinar series, "A Day in the Life," we featured a special guest speaker, Molly Kipnis, Community Manager from Gong.io our valued Gainsight customer. Molly presented "A Day in the Life of a Community Manager," sharing valuable insights on how Gong’s Visionary Community drives customer engagement and success.
Overview of the Visioneer Community Gong’s Visioneer Community connects revenue professionals and customers to exchange best practices. It boasts over 150,000 unique visitors with a 93% return rate. Notably, users can submit product feature requests, providing valuable feedback directly to Gong's product team.
Key Community Programs Programs include one-on-one networking, monthly meetups, and event recaps to keep content accessible. The community spans diverse roles, with a strong focus on down-market users but impactful across all levels.
Driving Engagement: Key Strategies Molly highlighted daily practices such as Slack integrations for real-time alerts, a tagging strategy for content categorization, and content creation support. She encouraged experimentation with new ideas and campaigns.
Notable Initiatives
- Visioneers TV: Customer-led video series.
- Gongversations: Networking program with 2,300+ connections.
- Visionary Meetups: Monthly events fostering genuine connections.
- Content Campaign – My Gong Secret: Scalable campaign generating evergreen content.
Cross-functional Collaboration The community collaborates with support, product, and marketing teams to gather feedback, reduce support tickets, and promote events.
Best Practices Scaling engagement with regular check-ins, sharing wins within the organization, and maintaining strong cross-functional collaboration are key to success.
Molly's insights showcase how Gong’s community thrives through collaboration, customer feedback, and innovative engagement strategies. She highlighted how the Product Partners Group connects customers directly with Gong’s product team, gathering real feedback and beta testers for development. The Visionary Community plays a key role in Gong’s strategy, acting as a hub for engagement, feedback, and content creation.
Molly emphasized the importance of delivering value, fostering experimentation, and making the community a dynamic space for learning, collaboration, and ongoing improvement.
