In an effort to create a deeper connection with community members, SAS evolved their 10-year-old online support community to include more technical and newsworthy content. Established in 1976, SAS is a recognized leader in business analytics software and the largest independent company in the business intelligence market.
On This Episode You’ll Discover:
- How SAS’ 10-year-old online support community has evolved and encourages peer-to-peer help.
- How there is a group of four individuals who oversee the community and curate content to encourage interaction.
- How the online community is optimized for mobile users with a lighter version.
- What is involved in the role of a community manager and why Shelley (affectionately) says it’s like herding cats.
- How the 20 different communities at SAS are broken up among the three community managers.
- How the community managers involve employees outside of the support team as problems arise that require specific expertise.
- How the community managers have SAS employees write content to address recurring issues.
- Why Chris says the biggest challenge of getting non-support employees involved is letting them know they have permission to communicate with customers.
- How SAS polls their customers to find out what content they should create.
- How content is created before deciding whether it should be posted in the community, as a blog or in a newsletter.
- How the online community at SAS works with the marketing department and social media program.
- How messages shared on the community are often amplified through social media.
- What is published by SAS Press, their media channel.
- How SAS conducts support-related, live community events.
- How the community is only one component to SAS’ support services.
- How members are recognized with badges and rank levels as part of the gamification strategy of SAS’ online community and how that encourages further interaction within the community.
- How the community is not meant to replace tech support, but to provide more places for discussion about products and self-service as desired.
- Why Chris says if you don’t have a branded community, your customers are talking about you somewhere else and you should consider a community to host those conversations.
- Why Shelley says listening can help you to improve your business and communications.
Host your customers’ conversations on a branded community; otherwise, they’re talking about you somewhere else.
Featured On This Episode:
- SAS’ community website
- Shelley Sessoms on LinkedIn
- Chris Hemedinger on LinkedIn
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- Write a review of this podcast in iTunes
- Bernie Borges on Twitter: @bernieborges
- Social Business Engine on Twitter: @sbengine
- Vengreso YouTube Channel | YouTube channel
There are TWO WAYS you can listen to this podcast with Shelley Sessoms and Chris Hemedinger from SAS.