Quick Summary:  This blog will cover 3 areas where new Jive-x functionality can help make your community a bigger success:

  • Better integrations into analytics and automation tools to give power to the community manager to analyze usage.
    • Features: Marketo integration, simplified Google Analytics integration.
  • Health Reports that give critical analysis of the community growth and change to enable admins to adjust their content strategies.
    • Features: New Community Health Reports
  • Search tools to enable community administrators to deliver better content to users.
    • Features: Search Report, Promoted search

 

Providing a better prospect to customer journey.


You are running a website and a community to promote your products and answer questions.  People are finding your website from popular search engines, browsing for information on your website and visiting your community.


OK.  Seems pretty typical, but wait a second... If I was a sales representative and was asked to give this user a call, how would I know where to start when talking to them?  There is a LOT of information missing if your website is not setup to gather some information about the prospect during their visit.  Here is a very short list of common questions that can be answered when someone visits your website and community:

  • How did you find out about my company?
  • What products and services did you read about on my website?
  • What whitepapers or events would you be interested in?
  • In the community there are product experts, knowledge base articles and many whitepapers and downloads - what did you interact with?

But, you can't just ask these questions.  The reply rate would be abysmal.  So ...


How do I understand more about my prospects and customers?

 

  1. Implement Google Analytics and Marketo for your Website.  It is a little bit of javascript you place on every page.
  2. Implement Google Analytics and Marketo for your Community. Fast Path: Admin > System > Settings > Third-party Analytics


marketo-integration.png


From a Jive-x product angle, not only did we make it easier to apply in our administration, we also made changes to Jive-x so that the tracking code is applied it to login, registration and every other page that is loaded in our application.

What about other analytics or marketing automation tools?

 

Yes, we have support for other tools, but setting those up will just take a little more effort (it's not too much!) so please reach out to our Support team if you have some javascript tracking code you need enabled in your community.  Other integrations will also gain the benefits of the improvements made for Google / Marketo in this release.

Ok, I set it all up.  Now what?

Marketo and Google data can give you the basis for sending prospects and customers more targeted information influenced by what they viewed and interacted with across your website and community. So your initial questions are now answered. You know what search engines are bringing people to your website, you know what they are reading, you know where they go in your community and what they are reviewing.

With this data coming from the community ...

  • Score prospects more accurately in marketing automation tools.
  • Sales will have more questions answered before even picking up the phone.
  • Marketing can send a targeted email that will be more valuable.
  • Your community can deliver targeted News streams to users (see the winter release announcement on News streams!) that means news for prospects, news for customers, different news to customers of productx vs producty.

news-streams.png

 


Analyze, Adjust, Deliver.


Your community is up and running, it is active, it is growing.  But you are starting to see some repeat questions and begin to wonder "How am I doing, and how can I do better?"

How am I doing?

In the winter release there is a big new report targeted at helping analyze community activity.  This report can be found in your community manager reports and is called "The community health report."  The health report is a different spin on reports then we have released in the past, because this report is meant to show negative trends as well as positive trends compared to how your community did in the past.  It is comparing your past performance rather then just giving you updated performance.By looking at past performance it is much easier to identify issues and answer key questions:

  • Is the community growing?
  • How many questions were answered this week vs the week before?
  • Is the number of questions outstanding growing?

 

admin_link.pngcomm-health-report.png



Note: You can also tie into Google Analytics to further analyze if the user then went on to create a question or not and better report on question deflection.

How can I do better?

Providing better information in a community is key to doing better.  You need to make sure users are finding your content and finding answers to their questions. But how do you even begin to understand what your users are looking for?


Successful_search.png


The new Top Successful Search Queries report is meant to show searches are being run the most often 'successfully.'  In this case, success means that the user was pretty serious about the search.  They entered the query, saw the results and selected one of the results.  This data set gives you real-time information on what types of content people are looking for.


So you know what people are looking for, and as a community manager you know what content they should see.  But how do you make sure they find the right content?

Promoted Search Results are here to help!  With the top search data you can quickly build out a list of content that you need to create in your community and once that content is created you can make sure it shows up for new prospects and customers in your community. 

promoted-search.png

With our Winter release we have given the community manager the ability to choose specific content that will always show up when a target keyword is used.  So if I search for "ProductX", the ProductX datasheet will always be returned in the search results.  By combining promoted search with a well configured landing page featuring key content and official documentation, you are guaranteed to get eyes on the content you want prospects and customers to see.


Just jump into the admin console, choose the keywords you want to target (one or many separated by commas), choose the priority if there are multiple results you want to promote for the same keywords, and then paste in the link to the content. 

Fastpath:  Admin > System > Settings > Search > Promoted Results


Summary / TL;DR


The Jive-x Winter release can make the prospect to customer journey a better experience with the following:

  • Better integrations into analytics and automation tools to give power to the community manager to analyze usage.
    • Features: Marketo integration, simplified Google Analytics integration.
  • Health Reports that give critical analysis of the community growth and change to enable admins to adjust their content strategies.
    • Features: New Community Health Reports
  • Search tools to enable community administrators to deliver better content to users.
    • Features: Search Report, Promoted search

 

* all this is possible in our 8.0 release as well!