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Build a Successful Community with Engaging Content

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Your community is only as good as the support it provides, so if engagement is low or your knowledge bank is lacking, you’re failing your customer.

As you strive to offer the best customer experience possible, branded communities have become the preferred method for collaboration. And making sure you’re providing valuable and useful content plays a critical role in keeping your community engaged.

During our webinar, we explored community content strategies with Stewart Florsheim, VP of content enablement for industry-specific Salesforce-based applications leader Vlocity, and Perficient UI/UX solution architect, Andrew Smith.

We covered:

-The role content plays in measuring community success
-Steps for managing the creation and execution of content
-How Vlocity deflects cases using killer content delivered through its new Salesforce community

Published in: Technology
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Build a Successful Community with Engaging Content

  1. 1. Building a Successful Community with Engaging Content January 2019
  2. 2. 2 About Perficient Perficient is the leading digital transformation consulting firm serving Global 2000 and enterprise customers throughout North America. With unparalleled information technology, management consulting, and creative capabilities, Perficient and its Perficient Digital agency deliver vision, execution, and value with outstanding digital experience, business optimization, and industry solutions.
  3. 3. 3 Perficient Profile • Founded in 1997 • Public, NASDAQ: PRFT • 2018 revenue est. $495 million • Major market locations: Allentown, Atlanta, Ann Arbor, Boston, Bozeman, Charlotte, Chicago, Cincinnati, Columbus, Dallas, Denver, Detroit, Houston, Lafayette, Milwaukee, Minneapolis, New York City, Northern California, Oxford (UK), Phoenix, Seattle, Southern California, St. Louis, Toronto, Washington, D.C. (metro) • Global delivery centers in China, India and Mexico • 3,000+ colleagues • Dedicated solution practices • ~95% repeat business rate • Alliance partnerships with major technology vendors • Multiple vendor/industry technology and growth awards
  4. 4. 4 Sales Service Community Marketing Platform & Apps 10+ Years as Trusted Partner Scalable Boutique Client Track Record Industry Experts Bench Strength Time To Value 3000+ENGAGEMENTS 500+CLIENTS 240 TOTAL CERTIFICATIONS Lightning LIGHTNING CERTIFIED & ACCREDITEDCUSTOMER SAT RATING 9.76/10
  5. 5. Questions Type your question into the chat box
  6. 6. 6 Meet Our Speakers Stewart Florsheim VP, Content Enablement Vlocity | Industry Cloud Apps E: sflorsheim@vlocity.com linkedin.com/in/stewartflorsheim vlocity.com Andrew Smith Solution Architect, UI/UX Designer Perficient E: andrew.smith@perficient.com linkedin.com/in/andrewsmithsalesforce Perficient.com NASDAQ: PRFT
  7. 7. 7
  8. 8. 8 The Need for a New Community Vlocity’s original community was built on VisualForce without the advantages of the Salesforce Lightning templates: • Easy development • Easy maintenance • Modern look and feel • Ability to easily include new features such as Groups, Answers, and a leaderboard • Scalability Pictured: Old VisualForce Community
  9. 9. 9 Goals for a New Community Goals: • One portal for all client- and partner- facing resources, including: – Documentation – Knowledge Base – Vlocity University – Process Library • Federated search across all repositories • SSO to Vlocity University • Improved case deflection informed by all of the relevant content on the Community • Best-in-class, engaging experience with enhanced collaboration features including Groups, Ideas, Answers, Knowledge Base
  10. 10. 10 All About User Experience First, look at who is using the community, then make it functional for them • Modern/clean design on the latest technology Salesforce has to offer • Created the ability to find answers on their own (self-help) • Designed to increase user adoption • Built for more community involvement
  11. 11. 11 Content Accessibility Navigation Home page callouts Federated search
  12. 12. 12 Content-first Design • The Vlocity Success Community is content-driven • Modern/clean design with content-heavy layouts • Process Library • Documentation (2k+ articles!) • Knowledge
  13. 13. 13 Community Collaboration • Answers + Leaderboard • Groups • Ideas + Knowledgeable People • Chatter (User Profiles and Knowledge)
  14. 14. 14 Encourages Self-help and Case Deflection • Part of case deflection is allowing users to easily self-help • Support cases with Vlocity's OmniScript • Save time and money with case deflection
  15. 15. 15 Scaling with a Solid Foundation • Starting with a great foundation enables Vlocity to expand its community functionality and presence • Salesforce Lightning Communities have consistent updates every quarter Examples for future expansion: • Audience-specific content and pages are very powerful • Easy to create new pages • Easier to adapt/transform pages and layouts with the community builder
  16. 16. 16 Vlocity's Information Design Vlocity's core content is designed to be as complementary as possible. Documentation • Describes how the product is intended to function • Mostly reference information • Includes user guides, developer docs, release notes, etc. Training • Designed to get users up and running as quickly as possible • Includes eLearning and instructor-led training Knowledge Base • Knowledge, mostly from Support • Includes case solutions, troubleshooting information, best practices, tips
  17. 17. 17 Content for the Community Vlocity’s goal is to give customers and partners access to as much relevant content as possible, when and where they need it. Core content produced by Vlocity: • Documentation • Vlocity University • Knowledge Base Software: • Vlocity Process Library
  18. 18. 18 Content for the Community Contributions from the community: • Groups: special interests and topics • Answers: Q&A forum • Ideas: product enhancements and new features Vlocity employees can also: • Create and join Groups • Participate in the Answers channel • Respond to Ideas
  19. 19. 19 Content Challenges Harnessing the universe of relevant internal content Challenge: Vlocity has useful content in many internal repositories Solution: Short of mining information, solicit relevant content and acknowledge employees when they provide it
  20. 20. 20 Content Challenges Gathering content from the Community Challenge: How can we gather useful content from our customers and partners? Solutions: • Offer engaging channels that complement each other (e.g., Answers, Groups, Ideas) • Implement leaderboards and other forms of gamification
  21. 21. 21 Content Challenges Curating content Challenge: Vlocity has three releases per year across most verticals Solutions: • If your company supports multiple releases, you may need to develop processes, or find technologies, that manage versioning • Use collaboration features where you can to capture user feedback
  22. 22. 22 Content is King! Remember: • Keep it relevant • Keep it fresh • Keep it current Solicit content from the experts and, as appropriate, acknowledge them for their contributions and expertise: • Employees • Customers • Partners
  23. 23. 23 Measuring Success Early statistical trends look very positive: • Case deflection has been trending up, on average, about 50% over prior months • Vlocity’s had lots of visitors! (Nov 12, 2018-Jan 9, 2019)
  24. 24. 24 Measuring Success: Content Most popular content: • Process Library • Documentation • Knowledge Base Organic collaboration: • 16 Groups formed • 18 Ideas submitted
  25. 25. 25 Q&A Stewart Florsheim VP, Content Enablement Vlocity | Industry Cloud Apps E: sflorsheim@vlocity.com linkedin.com/in/stewartflorsheim vlocity.com Andrew Smith Solution Architect, UI/UX Designer Perficient E: andrew.smith@perficient.com linkedin.com/in/andrewsmithsalesforce Perficient.com NASDAQ: PRFT
  26. 26. 26 Follow Us Online • Perficient.com/Insights • Facebook.com/Perficient • Twitter.com/PRFTSalesforce • Blogs.Perficient.com/Salesforce bit.ly/perficient- workplace-community bit.ly/perficient- customer-community- workbook
  27. 27. Thank You

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