Creating a Community Experience: More Than Just a Feature, It’s an Experience

In this article, we break down everything you need to know about creating a successful customer community. We’ve included practical tips and real-life insights from Nisha Baxi, the Head of Customer Success at Gong. Keep reading to discover what makes a customer community truly thrive.

Have you ever noticed how being part of a close-knit group can make everything better? Think about your favorite club, sports team, or online community - it will become quite clear that the connections and support are what make these groups special. Your customers are no different. They need a place where they feel connected and supported, just like you do with your social circles. Building a vibrant community can keep your customers happy, boost their use of your product, and literally turn them into loyal fans.

It might seem complex but don't worry. In this article, we break down everything you need to know about creating a successful customer community. We’ve included practical tips and real-life insights from Nisha Baxi, the Head of Customer Success at Gong. Keep reading to discover what makes a customer community truly thrive.

Outline

1. Introduction
2. The Importance of Community in Customer Success
   1. Peer Support and Knowledge Sharing
   2. Enhanced Engagement
   3. Feedback and Insights
3. Building a Community Experience
   1. Defining the Community’s Purpose
   2. Choosing the Right Platform
   3. Creating Engaging Content
   4. Encouraging Interaction
   5. Providing Continuous Value
4. Challenges in Building a Community Experience
   1. Maintaining Engagement
   2. Handling Negative Feedback
   3. Ensuring Inclusivity
5. Future Trends in Community Experience
   1. AI and Machine Learning
   2. Enhanced Personalization
   3. Seamless Integration
6. Conclusion

The Importance of Community in Customer Success

A customer community provides a platform for users to connect, share experiences, and support each other. It serves as an extension of the company’s customer success efforts, offering numerous benefits:

1. Peer Support and Knowledge Sharing

A customer community acts as a space where users can help each other out. You can think of it as a group where people would share tips and solutions from their own experiences. This will not only lighten the load on your support team but also speed up how quickly customers find answers.

As Nisha Baxi puts it, “The whole point of community is that your other community members will be able to help scale by answering those types of questions.” It's like having a team of experts right at your fingertips!

2. Enhanced Engagement

A strong community turns customers into active participants. Just like joining a local club makes you more involved in community events, being part of a product community makes users more invested in your brand.

This deeper engagement can lead to customers using your product more and sticking around longer. For example, if your users are excited about sharing their success stories or participating in community-driven events, they’re more likely to stay loyal and enthusiastic about your product.

YOU MIGHT ALSO LIKE

Digital Customer Education: How to keep your end-users engaged?

Download eBook

3. Feedback and Insights

Communities also give you a direct line to what your customers are thinking. They provide a steady stream of feedback that can help you improve your product and services. If several of your community members are talking about a common issue or suggesting new features, you’ll get the opportunity to see a clear picture of what needs attention. This real-time feedback is actually going to help you stay ahead of customer needs and continually innovate.

You can go through our article on why you should develop a customer community to discover some additional benefits of a customer community!

Building a Community Experience

Creating a successful community goes beyond setting up a platform and inviting users to join. It requires careful planning, strategic initiatives, and ongoing management to ensure it becomes an integral part of the customer experience.

1. Defining the Community’s Purpose

The first step is to clearly define the purpose of your community. Why do you want to create this space? Is it to offer better customer support, help customers get more out of your product, or provide a platform for them to share tips and experiences? Understanding the community's purpose will shape its direction and success.

Example in Practice: At Gong, they built the Visioneers Hub because their users wanted to connect with each other and the brand. As Nisha Baxi said, “We built a community because our customers wanted to connect with others like themselves."

YOU MIGHT ALSO LIKE

Have you already mapped out your entire customer onboarding & education process?

Generate your own Mapping

2. Choosing the Right Platform

The platform you choose should be simple, easy for everyone to use, and work smoothly with other tools you're using. Look for features that let people chat, share content, and give feedback without any hassle.

Example in Practice: Gong picked a community platform that synced up perfectly with their other customer success tools, making it easy for users to have a smooth experience.

NOTE: If you're unsure which platform is right for your company, check out our detailed customer community platform guide to explore the top options and find out how to choose the best fit for you.

3. Creating Engaging Content

Content is the heart of your community. Think about what your members need and want, and create stuff that helps them out. This could be anything from how-to guides and webinars to blog posts and user stories.

Example in Practice: Gong makes sure their content is not just educational but also fun and relevant. Nisha Baxi says, "We want our content to be both helpful and engaging."

4. Encouraging Interaction

Encouraging interaction is key. Start discussions, ask questions, and create opportunities for people to share their experiences. Recognizing and rewarding active members can inspire others to join in.

Example in Practice: Gong had some community members who were super active and vocal. They invited these members to lead meetups and share their stories, which really boosted engagement. Nisha Baxi told us: "We had community members who were very active and vocal about their use of Gong. We encouraged them to run meetups, which significantly boosted engagement,"

5. Providing Continuous Value

To keep your community lively, make sure you're always adding new content and features. Regular updates keep members interested and make sure they continue finding value in being part of the community.

Example in Practice: Gong frequently adds new content, features, and events. This keeps the community dynamic and ensures there's always something new for members to explore and discuss.

Challenges in Building a Community Experience

Building and maintaining a successful community comes with its challenges. Here are some common challenges and how to address them:

1. Maintaining Engagement

The Problem: People may join the community but lose interest if there's nothing new or exciting happening.

Solution: Plan Regular Content and Activities

1. Content Calendar: Create a schedule for posting content. Include a variety of things like articles, videos, and events to keep things lively.
2. Regular Updates: Share new content and features regularly, like weekly tips, monthly webinars, or quarterly updates.
3. Member Involvement: Get members involved by inviting them to share their stories, ask questions, or lead discussions. This helps them feel valued and keeps the community dynamic.

Did you know that MeltingSpot offers a range of features to help with personalization, tracking, scaling, and other key challenges for your customer community? To explore these benefits in detail, visit our Customer Community page.

2. Handling Negative Feedback

The Problem: Negative comments or feedback can arise and might create a negative atmosphere if not handled well.

Solution: Have a Plan for Managing Feedback

1. Active Monitoring: Keep an eye on discussions to spot negative feedback quickly. You can set up notifications or have team members monitor regularly.
2. Quick Response: Respond to complaints or concerns promptly and kindly. Acknowledge the issue and explain what you’ll do to fix it.
3. Transparency: Let the community know how you're addressing the feedback. Being open builds trust and shows you care.

3. Ensuring Inclusivity

The Problem: It's important for everyone to feel welcome, but sometimes certain voices can dominate, making others feel left out.

Solution: Encourage a Welcoming Environment

1. Clear Rules: Set simple, clear rules for respectful behavior. Make sure everyone knows these rules and follows them.
2. Moderation: Have a team or specific people in charge of making sure the rules are followed. They should step in when necessary to keep things friendly and respectful.
3. Encourage Diverse Voices: Encourage a wide range of members to participate. Highlight different perspectives and create spaces for various discussions.

Are you still unsure if a customer community is right for your business? Check out these inspiring examples of companies that changed their growth with a customer community.

YOU MIGHT ALSO LIKE

Have you already mapped out your entire customer onboarding & education process?

Generate your own Mapping

Future Trends in Community Experience

The future of community experience will likely see further integration of advanced technologies and personalization. Here are some trends to watch:

1. AI and Machine Learning

In the future, AI and machine learning will help you run your community more smoothly. These tools can automatically handle routine tasks like moderating posts and spotting issues, so you can focus on bigger strategies. They’ll also predict what your members need and suggest improvements.

AI will also make interactions more personal by showing each member content that matches their interests. This means your community will feel more engaging and relevant to everyone.

2. Enhanced Personalization

Soon, communities will be able to offer even more personalized experiences. You’ll see content and support customized to each member’s preferences. This will make members feel more valued and connected. Personalized interactions will boost satisfaction and engagement.

Remember that when members get content that fits their needs, they’re more likely to stay active and loyal. So, choose your community platform accordingly!

Meltingspot’s Groups and Tags feature allows you to segment and target specific audiences, ensuring the content is relevant and tailored to each group’s needs

3. Seamless Integration

Future community tools will work seamlessly with other systems you use, like CRM and support platforms. This means you won’t have to switch between different tools and can manage everything more efficiently.

With everything connected, you’ll get a complete view of your members and their interactions. This way you will be able to make better decisions and offer a more smooth experience for your users.

Meltingspot's Webhooks feature ensures that your community platform can integrate smoothly with the rest of your business tools, enabling real-time data exchange and making it easier to manage customer interactions across systems.

Conclusion

Now that you’ve explored the benefits of building a strong customer community, you can see just how crucial it is for boosting engagement and satisfaction. It’s clear that creating a lively and connected space for your customers can make a big difference.

At MeltingSpot, we’re proud to offer an easy-to-integrate customer community platform that fits right into your product. No complex coding is required! With our features, you can manage access, handle forums and chats, and keep client conversations within your product. Want to see how it works? Check out our solutions today!