Community Conversations is a long-running podcast series highlighting community success stories from a wide variety of online community management professionals.
Episode #103 features Marissa Rogers, Principal Knowledge Management Specialist at Pegasystems.
Hosts Jim Storer and Shannon Abram chat with Marissa about the Pegasystems support community, and their challenges converting customers who prefer traditional support channels (calls/tickets) to access self-support options first.
Marissa also shares exciting developments in the community, including personalized email notifications for stalled posts to encourage responses and a new feedback module for documentation. She also offers advice for community professionals working in support community use cases.
Listen to User Engagement in Support Communities
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