About Finney0225

Finney0225

Company: Ring / Amazon Company background: Ring is a home security company that allows you to download, access and share any past video through your smart phone. We have a wide range of Doorbells, Security Cameras, Smart Lighting and even an Alarm. Contact: Jennifer Finefrock Title: Community Manager Related URLs: community.ring.com Lithy category: Best-in-Class: Community 1. Describe your community(s) and how you decided to start a community or grow/change it? (user request, Khoros suggestion, internal idea, etc.). Ring Community is a neighbor-to-neighbor forum where our consumers can discuss all questions, concerns and share positive insightful stories with other neighbors. This request was an internal idea, as I wanted to deliver more transparent news about our company to our neighbors. We are taking an in depth look at the questions our neighbors ask and delivering it in a simplified version to help reduce calls to the call center. 2. Tell us about how you made it happen? Did you stage it first? Who got an early look? How did you drive adoption? Did you get executive buy-in? Did you have any key iterations? We definitely used stage! We also launched to 40 neighbors March 20, 2019. Within a year, we have already hit 30k users (no marketing efforts) and are learning day by day and what improvements we can make for a better Community. 3. What were the results? Tell us how it impacted your customer experience or the outcomes you seek as a business. Please include metrics if possible. We're personally seeing our neighbors use the platform more as a support site -- which is great because we are getting real life user experiences directly to the team to help improve our devices, app updates, and more. We are on the front lines of support and share this incoming knowledge company wide. In return, we have been able to deliver a more in depth post on their question within a 24hour turn around, we've been able to share this knowledge with our content and call center to help provide more up to date answer for incoming calls, and we have been able to create a real life Community for our neighbors with Neighbors of the Month, Contests, and more!

katwhite1588 · ‎01-29-2020

My advice to a new community manager is to connect and establish a relationship with the community that you are trying to reach. Community, it is in the title of the position, and so very important. If you are not engaging with the community, then you are not doing your job and only losing the opportunity to excel. Get to know them, ask for their advice, and thank them for their engagement. People are at the heart of any business or nonprofit, no matter the type. Individuals are much more likely to donate, purchase something, or sign up for a service if they feel connected, valued and seen. Plus, they know what they want to see and invest in. While you may very well be the expert in your field, your community are experts in another way, lean on this. Stay up to date on trends and what is going on within the community you are seeking to reach. Engage with every person whether it is through a comment or message, no matter the tone. People may disagree with you but that is okay. Thank them for their advice and opinion. View it is a growing opportunity for yourself or for them to possibly learn something new. Most people will respect you for being transparent and taking the time to respond and have an open conversation. Everyone is different and that is what makes up a community and makes it so special. Learn from this and take value in it. My last piece of advice is to lead with your heart and have fun! You love what you do and people need and want to feel this as well. If you are not passionate about what you do, they will not be either. It is as simple as that. People want to be excited, so give that to them. On average, most people only spend a few seconds on a post, email, or message. You have that long to not only establish a connection but catch their attention and grab their heart. If you are not delivering your content and message with enthusiasm, they will keep on scrolling and you will miss out on so many opportunities. That could mean you lost a potential client, donation, partner, or even a sponsor. The list goes on and on. Do not let that happen. Let them know why you do what you do and what makes you different.

Finney0225 · ‎01-21-2020

Hi -- absolutely. We are currently using Kustomer for a our primary ticketing system for CS. I'm wondering if there is a way to integrate the Community with Kustomer to automatically create tickets so if a customer calls in, information/troubleshooting steps that have been taken on the community can be documented in a Kustomer ticket linked to that email address. As far as tableau goes-- I'm wondering if there is a way to cross reference the data we are receiving in the CS (we track that via Tableau) and compare to our top posts in the Community in automatic daily reports. Hope this helps-- thank you!

RahulHa · ‎01-16-2020

Sharing here an update on this topic posted on a different thread.

Finney0225 · ‎11-06-2019

You're the best! Thank you 🙂

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