How to build and manage an online community

Welcome to CX Unplugged! In today's video, we're talking about how building an online community can take your customer engagement game to the next level. As a contact center manager, you know how important it is to stay connected with your customers. An online community is like having your own focus group at your fingertips! So here are 7 simple steps to get you started on the right foot.

In this video, we'll cover everything from defining your business objectives to choosing the right platform.

0:00 Introduction
0:26 Why build an online community?
0:57 Tip #1 The most important step before building a community
1:18 Tip #2 How to present the success of your community?
1:48 Tip #3 The most important ingredient in your community
2:21 Tip #4 How to build a community that you’re proud to show off?
2:50 Tip #5 How to keep it fresh and engaging?
3:16 Tip #6 Sustaining your online community
3:40 Tip #7 The final secret recipe for success - the right platform
4:02 About Sprinklr’s online community software.
4:36 Conclusion

It all starts with defining your goals. Once you have a clear understanding of what you want to achieve, you're ready to build the foundation for your community. Also, it will be difficult to show your success without pre-defined metrics to measure them. You need to tie your business goals to relevant metrics from the start, so you can track your progress and adjust your strategy as needed.

The next thing you need to worry about is making your content discoverable and engaging. You don't want your customers to waste time searching for what they need. Use tags to aggregate related content and create customized landing pages for each main topic. Use widgets to highlight "hot and fresh content" so your customers can find what they're looking for quickly and easily.

It’s also about visual appeal. Use eye-catching images and videos, and keep the design modern yet clean. Use responsive web design elements to ensure your community looks great on all devices.

But you’re going nowhere without the right content. Use frequently asked questions and common problems that your customers face to create content that is relevant and useful. Use relevant keywords too.

Another factor to be mindful of is sustainability. Building an online community takes time and effort, so you need to have a set budget to grow your audience and nurture it.

Finally, choose the right platform. Pick the one that'll let you run your community smoothly with as little pressure as possible on your pockets.

And our experts are always here to help if you still have questions. Thanks for watching, and we'll see you in the next video!

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Do you have any other tips on how to build an online community that exceeds expectations? Let us know in the comments section below.

About Us:

At Sprinklr, our mission is to enable every organization on the planet to make their customers happier.

Sprinklr is the leading enterprise company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

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