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Product Update — 4 Best Practices for Customer Success ManagersHey everyone — quick update coming your way! We’ve put together four practical best practices to help Customer Success Managers get the most out of our Customer Communities platform. These are based on what we’ve seen work best across customers and from suggestions in the community. Ready? Let’s go!1. Build a proactive onboarding hubMake your community the first place new customers land. Create a dedicated onboarding section with step-by-step guides, short how-to articles, and a “Getting Started” checklist. Use article scheduling and previews so you can publish curated welcome content in sync with customer milestones (e.g., trial start, product activation).Pin a welcome article or quick-start playlist to the homepage. Include links to relevant groups, common FAQs, and short videos. Tag onboarding content so your team can track usage and follow up.2. Encourage peer-to-peer support and spotlight championsFoster a culture where customers help customers. Set up topic-focused groups for use cases and encourage power users to share tips. Recognize top contributors with custom badges and shoutouts — it’s an easy win for engagement.Create public groups for product workflows and private groups for advanced-user cohorts. Award customizable badges to community champions and highlight their posts in newsletters. Use leaderboard and analytics to identify advocates to involve in beta tests or case studies.3. Close the loop with a clear ideation and feedback workflowTurn feedback into action by centralizing feature requests and transparently updating customers. Use an ideation board (or topics with status tags) to show what’s planned, in progress, or shipped. Update requesters directly when a change is released.Link idea threads to roadmap items and official responses so contributors see progress. Use topic tags and notifications to keep interested users informed. Run periodic roundup posts summarizing what’s been shipped and thanking contributors.4. Make data-driven touchpoints part of your routineCombine community signals with product and CRM data to prioritize outreach. Track which customers view onboarding content, participate in groups, or submit ideas — then schedule targeted success touches based on those behaviours.Set alerts for high-value customers who become inactive or who post repeatedly about the same blocker. Segment customers by engagement level and tailor campaigns (e.g., invite low-engagement users to a live Q&A). Measure impact: correlate community activity with renewals, product adoption, and support volume.That’s it — four practical ways CSMs can leverage the community to reduce churn, scale enablement, and build stronger customer relationships. Try one this week and tell us how it goes!Have a great idea or a success story to share? Drop it in the community — we love hearing from you (and we might feature it in the next update). Cheers! 

 Hello everyone! We're back with another exciting round of updates that we know you'll love. Buckle up!What's new in V8.202:Experience the latest enhancements firsthand!Get ready to elevate your productivity with our newly added "Quick Actions" feature. Thanks to@SamuelDoe for suggesting this in our community (original thread). We appreciate your input! Introducing Dark Mode: Give your eyes a break with our sleek and modern dark theme. Switch any time based on your preference!Bug fixes:Addressed an issue where notifications were not being marked as read. You won't miss any updates now! Resolved an error that caused some users to be temporarily unable to change their profile pictures. New avatars, here we come! Fixed a problem where the page would freeze when switching between tabs in the dashboard. Smooth navigation is back!As always, we're excited to bring these features to you and can't wait to see how you utilize them. Your feedback is invaluable to us, so keep it coming!Cheers! 

And what a sprint it was! Pfew! Made it! Let’s discuss the updates to our platform, shall we?What’s new in V6.543:Team notes in actionWe added the possibility to add team notes to reports. This was actually suggested by @Josephine right here on the community (original thread). It’s awesome to see these great feature ideas come from our users, be sure to keep them coming! Bug fixes:Apparently it wasn’t possible for parents to log in during the weekend due to a malfunction with the ‘parental control’ settings. We’re sorry for the children, but we’ve resolved the bug and weekend-use is enabled again! Some server had been buggy for a while, we unplugged them and reconnected the power afterwards---fixed! Some users notified us of 404 pages coming up in control. We checked everything, but haven’t been able to reproduce and nor have the users in question. Stay vigilant, though!Not too bad this week!

Here we are, nearing the end of Q1 we want to share with you all what we’ve been up to. How about a welcome break to your daily routine with our latest Roadmap Update? ☕ We’re extremely proud to have delivered so many ideas from you—our beloved community! We’ve got some great new releases we’re excited to share with you all—here goes:   Brand new Homepage configuration: this is a huge step to help you optimize for your various different use cases and custom stylesNever lose a change with article versioning Publish perfectly-formatted articles with (shareable!) article previews Publish content even whilst you’re on holiday, with Article Scheduling Target the competitive spirit of your members with a points-based leaderboard Change your community homepage layout design with the all-new customization mode Get a 360° view of your customers with our CRM integrationsSo there’s what we did, here’s what’s coming up!  What we’re working on:  GroupsEngage with like-minded community users who are passionate about the same interest, industry, or role.  Create and manage public or private groups from the back end.  Your community members can browse public- and private groups. Join a group, see its members and post new topics and replies to itCustomization improvementsFollowing up on the Customization mode we’ll continue working on improving and expanding the capabilities of the customization mode. As part of these improvements, you can expect new homepage widgets, a new topic list view, and more general design improvements.PersonalizationWe will start investigating how we can serve more relevant (personalized) content to a segment of users. If you have any ideas or thoughts on this subject please get in touch! Ideation workflowWe’re looking into ways of making it easier for you to manage your ideation processes on the community, whether it’s highlighting the latest official response to an idea, or closing the loop in a more effective way with all customers interested in the idea.So with all that said, we’re looking forward to continuing our momentum into next quarter and bringing you even more rich features and functionality. Let us know what your focus is right now and how you’re utilizing your community! Cheers! 

Did you know...you can now give fully customizable badges to your users?! It’s time to personalize your community!Maybe you want to award the ‘chatterbox’ badge to the top replier in your community. What about the Superman badge for the user who answers the most questions? Anything is possible! Badges are a great way to encourage user engagement and add a little je ne sais quoi to your community! Time to get inventive. ?