The Community Roundtable

Empowering global community leaders with research-backed resources, training, and tools.

User Engagement in Support Communities

By

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

Podcast: Play in new window | Download

Subscribe: Spotify | RSS

More Community Podcasts

Clint Heath on Spearheading a Grassroots Community Effort

By

Welcome to the latest episode in our community podcast series, “Conversations with Community Managers.”

Join TheCR’s Jim Storer and Shannon Abram as they chat with community managers from a variety of industries about clint heath, cloudera

  1. What’s your best advice for someone just starting out in Community Management?
  2. What are your best practices for increasing community engagement?
  3. How can you survive the zombie apocalypse? (Ok – they might not ALL be comm
    unity questions…)

Episode #34 features Clint Heath,  Community Manager at Cloudera. Join us as we chat about his move from engineering to community management, how he spearheaded a grassroots community effort at his organization and why friendliness is a super superpower.

 

—-

Subscribe to “Conversations with Community Managers” on iTunes!

About Conversations with Community Managers*
To better reflect the diverse conversations our podcast covers we’ve changed the name of our long-running series to Community Conversations.
Community Conversations highlights short conversations with some of the smartest minds in the online community and social business space, exploring what they’re working on, why they do what they do, and what advice they have for you.
These episodes are a great way to begin to understand the nuances of community strategy and management.
Each episode is short (usually less than 30 minutes) and focuses on one community management professional.

Podcast: Play in new window | Download

Subscribe: Spotify | RSS