@sarahmanley
active 1 year, 7 months ago-
sarahmanley started the topic ROI reporting for community support programs in the forum General Discussion 2 years ago
Hi All,
I am curious what ROIs or key metrics folks use to show the benefits of community support programs such as help pages, staff blogs, webinars, how to videos, live chat, etc. Do you look at pageview […]
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sarahmanley replied to the topic Communicating product changes to customers in the forum General Discussion 2 years, 1 month ago
Hey Emily, We do a weekly tech update on our main community space. This isn’t on our main staff blog, but is posted by a staff member. It overviews what small change are coming out in our weekly release a day […]
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sarahmanley replied to the topic Community Support Day/Week? in the forum General Discussion 2 years, 3 months ago
Is this announced publicly? I would really like to rally our community as well as staff around this type of event, and was curious how other folks did that.
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Sarah Manley changed their profile picture 2 years, 3 months ago
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sarahmanley started the topic Community Support Day/Week? in the forum General Discussion 2 years, 3 months ago
Hi All,
I was curious if anyone does any sort of day or week dedicated to you users and supporting them? I am thinking of organizing one for Wikia to include live help sessions, Q&As with non-public facing staff, […] -
sarahmanley replied to the topic Benchmarking in the forum General Discussion 2 years, 4 months ago
Hey Wendy,
We have about 3800 tickets a month, between about 9 people. Many of our tickets are very technical and require multiple back and forths. Our SLA is 24hours, and with an average around 12 hours. We […]
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sarahmanley started the topic Salary, benefits, negociations, oh my! in the forum General Discussion 2 years, 5 months ago
Hi All, Since the role of Community Manager is fairly new, I haven’t been successful in finding information on standards for salary/benefits/stock etc. I am curious how others have gone about negotiating this and […]