At Hivebrite we value customer feedback! Few weeks ago we went to Oxford to meet with our UK User Group to learn what is important to them. It’s an everyday priority to understand customers needs and make sure we deliver the best platform to manage their communities. That’s why keeping an open discussion with them is critical for us. In Customer Success, we speak with clients on a daily basis, but the opportunity to join a group of incredible admins in person was a welcome treat!
On June 14th, we joined the UK Hivebrite User Group meetup in Oxford, England. The event took place at the Blavatnik School of Government at the University of Oxford and Community Managers from some of our strategic UK clients shared their experience, insights, and feedback.
On top of having fun and discussing general topics around managing online communities, we had a very constructive chat around the platform, what our Community Managers love and where we can improve.
Following the meeting, we tried to distill the incredible feedback into a few take-aways that have been shared internally with the team:
Metrics, Benchmarking & Analytics: There was a strong interest to understand what constitutes “good” engagement and how it compares to peer groups/industry standards
An Appetite for Community Management Best Practices: With so many use-cases and industries, it can be tough to formalize documentation on how to best organize your platform. However, Community Management is a skill-set that all Admins need to help their network thrive! We plan to provide more guidance and best practices to help.
A Focus on Adoption, Retention and Engagement: These are three key elements in building a sustainable online community. How can we help you achieve this? What features and functionalities can we build to empower you as Community Managers?
Communication with Hivebrite: As some of you know, we've been going through a lot of changes at Hivebrite. Thanks to our amazing customers, we've seen tremendous growth and as a result, we are working to find the best way to communicate with our valued customers. We discussed ways to optimize visibility into product roll-outs, how to interface with support and account management, and transparency around updates/fixes to the platform.
One really important input from this event was that our customers would be interested if a place would exist, where customers can consume and share knowledge about the platform, discuss best practices, about their industry, the challenges of managing communities, etc…
A place where Hivebrite but also every admin interested to join, could contribute, learn and grow together. We have a couple ideas in mind but we would love to hear your feedback as well!
This first meetup with our customers from the UK was a real success and we would love to do it again with groups of customers all around the world! If you are interested, please get in touch with us (firstname.lastname@example.org), and we would be happy to facilitate!
Hivebrite is a leading provider of branded community management platforms and helps all size institutions grow and engage their community - Feel free to visit us or request a demo if you would like to know more.