Alok Chowdhury Content Marketing Manager

How Online Communities Improve Customer Support

… or,  how to make your customers happy by letting them talk to each other

Customer-driven online forums and other forms of customer support communities are nothing new. It’s a successful strategy that’s been around for years, and there’s a good reason why: because a properly executed, self-serve support option not only emboldens a company’s brand, but it also leads to better revenues and customer retention. Continue reading

[Gaming] The Quest for the Perfect Gaming Community

Gaming communities have been around since before the advent of the internet as we know it. From the first BBS launched in 1973 to the online communities of today, players have been drawn together by their love of games.

They also provide several unique challenges, and those responsible for managing player communities in that industry must be at the top of their game to survive. Vanilla packaged the expertise they’ve gained over the year into this comprehensive 150-page NOVEL.

The idea behind this book is to summarize the body of knowledge that already exists on game communities but is not available in one single place. And quite a few of the issues discussed within this book, while known in the industry, have not been published at all (except for maybe in discussion forums).

Here is some of what you’ll find inside:

  • Determine the reason for your community
  • Don’t build your game before you launch your community
  • Leveraging Steam Early Access to build your player base
  • Getting your first 100 players
  • Simplifying your workflow
  • Finding the best moderators
  • Keeping resource overhead low
  • Gamer archetypes in every community
  • How to measure your success


User Generated Content in Online Communities

One of the most commonly asked questions regarding online communities is “How do I keep my community members engaged?” Of course, a community that struggles to produce content can hardly be considered a community at all.

In the early days of your community, it will be important to populate your forum with content. Ultimately, the goal of any successful community is for the members to take over and start creating their own. Continue reading

Where Chat Collaboration Software Falls Short as a Community Tool

When it comes to offering support choices, many firms believe they can save a little money and streamline the process by using a popular new tool, even if it isn’t the right tool for the job. In this instance, many companies have been choosing chat collaboration software such as Slack for this purpose. Continue reading