Best Of

Check out this recording of our recent webinar exploring the practical ways you can use generative AI to improve community engagement and simplify your operations. We’ll cover how to use AI to automate admin work, improve communication, and create personalized experiences that keep your members engaged.

Diana Morgan, our guest speaker, brings over a decade of community-building experience. Most recently, she supported a global community of 600K members at DeepLearning.AI, working alongside top AI startups in Silicon Valley. She’s also led community efforts at Copy.AI and was named the 2021 CMX Community Professional of the Year award for her work at UiPath. Now, she’s building her own startup and will share her insights on how AI can be integrated into community management—while also tackling the ethical and privacy questions that come with it.

Hi all!

As some of you may know, we recently migrated all our ideas to Community.

Now comes the fun part: data. I need deeper insights than what the out of the box 'Ideas' dashboard offers, but I am struggling to set it up.

So far, with Vanilla's help, I've managed to create:

• ideas with at least 1 comment. Downside: this can be any user that comments, not a member of our team that has 'handled' the idea
• average time to first comment. Same downside as above.
• ideas with no comment. Downside: only works for new ideas created on Community, not migrated ideas.

Does anyone have any other magical ideas analytics that would be happy to share their set-up?

Thanks!

Liselotte

Hi @Heather Wendt,
Something I've started to look more closely at are the most viewed discussions month over month (by adjusting the time settings in analytics)

I've been looking for trends to see if each month there are common questions that people keep going back to. Then I evaluate the answer. Is there a best answer? Does it link to documentation? Is the documentation accurate/Is the best answer accurate?

If I determine that more could be done to improve the documentation or the best answer, I'll make those edits. Then I'll work with our support team to also track support cases created on this topic.

If I can see rates of support cases going down after making an edit to that commonly viewed question, and the rate of views of the question staying the same or perhaps even going up I feel more comfortable with an inference of deflection savings (If views of the discussion had gone down and cases had too, but views of the documentation had gone up- I would also feel comfortable making an inference about deflection based on this data).

I really like the point you make about page views by role- I've also recently started to look at questions posted by business segment because our Category structure supports that effort. It's been exciting to watch an increased rate of discussions in key segments since our initial launch with Vanilla Community!

Hey Vanilla Friends 👋

Welcome back to our new monthly metrics program. In case you missed last month, you can see it here.

For a while now we've had many people asking for some kind of reference for their community metrics. Many of you want to know how your community compares to other Vanilla Customers.

Every month we will share some (anonymized) metrics from 3-4 Vanilla customer communities, in the same industry and of the same company size and revenue band.

This month we're looking at four companies with the following criteria:

Industry: Business Services

Employee Band: 0-100

Annual Revenue Band: $5M-$25M

Here are the three primary metrics for those four customer communities:

We hope you find this information useful when looking at your own metrics!