In May, Telligent hosted a webinar with three guest speakers – Kate Leggett from Forrester Research, Inc . , Lewis Simons from Cox Communications , and Brendan Cosgrove from Kaseya . While the official title of the webinar was Social Customer Service, a more apt title could have been Customer Experience...

Effective moderation can leave a community manager feeling a bit like Goldilocks in search of the perfect bowl of porridge. Too much moderation can lead to foregoing one of the key benefits of your community – crowdsourcing the answers to your customers’ questions. Too much moderation...

Customer support is a very common use case for online communities, because, if done correctly, there are tremendous benefits that can be gained. Just think, when your customers have an issue, what better way is there to build a better relationship than to resolve it for them? The challenge comes in...

When speaking about internal online social communities, it is common to hear people say that they want ‘Facebook inside the firewall’. No they don’t. Facebook is about having fun and connecting with your friends. In business terms, this is called wasting time. If you view your internal...

The buying process for software sometimes includes some type of trial or pilot to verify that it will meet your intended business need. This process usually comes after there has been a considerable amount of research, and perhaps involved conversation with various vendors. Software demos have been held...

Maybe you just launched your community a few months ago. Perhaps you've been up and running for a while. Either way, now is a good time to ask yourself “How is my community doing?” How you answer this question depends on your business objectives for online community. One of the exercises...