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Examples of Case Escalations
Various examples of case escalations.
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Creating a success plan for your community.
Today's Tip Tuesday is about creating a success plan for your community. A success plan outlines your community's goals and objectives. This will help provide a roadmap for growth and development. A success plan will help community members understand what they can expect to achieve and how they can contribute to the…
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Rich Text Editor
Youtube: Instagram: Twitter: Vimeo: Brightcove: Kaltura: Soundcloud: Drag and drop photos: And attachments Code Blocks: <Code Language="VB" Kind="method decl"> <![CDATA[Private $PrivateVariable$ As $PropertyType$ Public Property $PropertyName$() As $PropertyType$ Get Return $PrivateVariable$ End Get Set(ByVal…
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How Tools Like ChatGPT Are Being Evaluated for Customer Success
It’s Good. Scary Good. What Generative AI Is Does ChatGPT (and its rising number of competitors) really warrant the excitement? For those who sat on the waiting list long enough to get hands-on with it, the answer has generally been yes. No, it’s not perfect, but it’s impressive. And it’s only going to get better from…
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Scaling product feedback for product managers
Scaling Product Feedback for Product Managers 10 minute read Mel Attia March 2, 2021 Over the years, we have seen at Vanilla the real power of customer communities in helping organizations at the tops of their fields through product feedback and innovation. From uncovering unusual ways customers are using products to…
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What It Takes to Be a Great Community Manager with Izzy Neis
A company decides it’s finally time to build an online community. They buy the software, set up a forum, run a few launch campaigns. Then comes the big question: “Who’s going to manage this thing?” Someone in marketing raises their hand. Maybe a support team member gets voluntold. Or, worst case, Bob—who already has three…
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We Implemented 120+ Product Ideas From Our Customer Community—Here’s What That Looks Like
Here’s how we use Higher Logic Vanilla to manage product feedback from our customer community, and how you can too. Our Feedback Process Needed More Structure Before adopting our own ideation features, our approach to handling customer feedback wasn’t exactly structured. Requests often jumped directly to our founders or…
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This is a test
I am creating a test with lots of info to test something please let me test. I am creating a test with lots of info to test something please let me test.I am creating a test with lots of info to test something please let me test.I am creating a test with lots of info to test something please let me test.I am creating a…
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Ticket Deflection Metrics: How to Prove Your Community Saves Money
Every support team faces the same challenge: too many tickets, not enough time. When customers can’t find answers on their own, they turn to your support team for help, whether it’s a simple “How do I reset my password?” or a more complex technical issue. But what if a significant number of those tickets could be avoided…
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Customer Advocates Are Everywhere—You Just Have to Know Where to Look
It’s a common issue for many organizations—leaning on the same handful of enthusiastic customer advocates time and again. They’re reliable, they’ve helped tell your story before, and you know they’ll do a great job. But over time, you risk burning them out. And once that happens, it’s hard to recover. Worse still, you may…
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3 Steps to Design a Community Engagement Plan
Most communities face a frustrating truth: engagement fizzles out quickly for the majority of new members. FeverBee’s research sheds light on the stark reality: Nearly half of first-time contributors never post again. A third of those who return to post a second time stop engaging within 30 days. Fewer than 1 in 5…
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Making Content a Team Sport: Inside Anaplan’s Member-Driven Content Program with Ginger Anderson
Scaling a community content program isn’t simple, but Anaplan’s approach has turned it into a well-oiled, member-driven machine. For Ginger Anderson, Principal Community Content Manager, the key was designing a strategy that doesn’t rely on one person—or even one team—but rather encourages collective ownership. This…
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Managing Product Feedback in a Community: A Guide for Product Managers
Your online community is a direct line to what your customers want most from your product. It’s where they share ideas, give feedback, and voice the challenges they’re facing—insights you can use to shape your roadmap. But without a clear process, capturing and organizing that feedback can feel like searching for a needle…
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Can I choose between sending plaintext or HTML emails
choose between sending plaintext or HTML emails for the appearance of outgoing emails.
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Reporting posts
How do I go about reporting posts in community?
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Why Engagement—Not Revenue—Is the Most Important KPI for Your Community with Eric Stieg
When Eric Stieg interviewed for a community role, he didn’t expect a question about KPIs to turn into one of his most memorable conversations. The interviewer asked: What’s the most important KPI for communities? “Engagement,” Eric answered without hesitation. The pause that followed told him they were expecting a…
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Live Chat
I think live chat would be cool!
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Badges with Automation Rules
I know it's going to happen but I'd like to see it sooner!
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From Support to Strategy: How AI Is Pushing Online Communities to Evolve Into Industry Knowledge Hub
Online communities have traditionally been seen as the place people go when they hit a wall—a digital help desk for solving problems and moving on. Useful? Absolutely. Memorable? Not so much. But what if communities could do more? What if they set the tone for industry conversations, influenced customer decisions, and…