Best Of

On a weekly basis we triage all Q&A without a best answer marked. This is done using CSVs uploaded into a mega spreadsheet. Depending on the last response we take different actions:

• Flag any that are waiting for additional help to our Support Team
• Ask the author if the query is still open if they haven't responded to follow up questions
• Ask the author to mark a best answer

After 6 weeks from the authors last comment, if they haven't responded to us we either close the thread or if there is a definite best answer we mark this ourselves.

So far the volume has been manageable and we've seen a lot of value for the business, customers, and other Community members from triaging them. We're starting to think about how we can tweak the process as we begin to scale. We've recently procured zapier so will explore if we can use this once Q&A status is an available trigger (I think it should be coming very soon).

In terms of Qualtrics, we have a survey that's always available for members to fill out. We've just about got an ideal sample size (it's taken about a year). It pops up for members every month and then is always available from a slider on the side of all pages:

On our roadmap for this year we're going to start looking at CSAT as well, one of the touchpoints will be after a best answer has been marked, this data will also feed into our deflection metrics.

Last year Vanilla released Default Category Following and Default Notification Preferences. Let’s review why you should enable both features. 

Setting Default Category Following for new members in your community can help streamline user engagements and encourage participation.  By doing so, users are automatically subscribed to receive updates from specific categories, ensuring they stay informed about topics without needing to manually subscribe.  This can enhance their experience by providing relevant content and update your members on important information.  

In addition to category following, you can also enable Default Notification Preferences. Setting Default Notification Preferences in your community ensures that members receive important notifications via email or pop-ups.  This convenience encourages consistent engagement by keeping members informed about relevant updates, discussions and activities within your community.  This feature ensures that they stay informed and increases their involvement. 

How many default settings should you enable?  Determining the optimal number of default followed categories for your members depends on your community’s goals.  If your community covers many topics and interests enabling all categories might trigger too many notifications and overwhelm users, it might be better to allow members to opt into following categories based on their interests. You will want all your members to follow essential categories such as “Announcements” or “Get Started Guide”, so these are great categories to set as default following.  To foster interactions, consider incorporating an “introduce yourself” discussion within the “Getting Started” category. This way, whenever a new user joins, all members receive a notification, enabling them to extend a warm welcome.  

When configuring Default Notification Preferences, it is tempting to enable all pop-ups and emails. While it may seem beneficial to keep members informed about all activities, it's important to consider the potential for notification overload.  Instead, consider setting a moderate number of default notifications preferences and create a balance between keeping users informed and too many emails. By default, Vanilla sets out-of-the-box best practice default notification preferences, so make sure to review and adjust the settings to what makes sense for your community. 

Ensure your community provides clear guidance on how members can personalize their notification settings according to their individual preferences and engagement level.  Consider adding a Call-To-Action widget on your homepage encouraging members to update their notification preferences. This empowers members to customize their experience, receiving updates tailored to their needs, promoting a positive member experience without feeling overwhelmed.  

Check out these articles to help you set Default Category Following and Default Notification Preferences. 

Need help creating a “Get Started Guide”?  Take a look at Justin’s #TipTuesday. 

If you haven’t seen our last #tiptuesday post, check it out here! More tips, examples, and Higher Logic Vanilla product highlights will be shared every Tuesday 😊