Confidence answering forum questions

For the colleagues that had community interest already, they were very happy with the catch ups and felt like they could better grow their community groups and got even more active.

For the colleagues that had 'medium' interest, most of them gained some new insights which ultimately led to them steadily going back in their community groups and post/reply/keep oversight.

For the colleagues that had low or no interest, they still found it difficult spending their time and efforts into going into their group(s) being the community managers and SMEs they we're asked to be.  

These are some great suggestions, particularly around the raising profile. Thanks Alex!

In the back office of the community you can see who has impersonated the profile and when, so that's not a huge problem for us. The customer service profile uses the generic CS email mailbox that they have so all the notifications are sent there. That team can then create rules and filter the mailbox to handle the notifications that come from the community as they see fit

Oh nice, is that a customisation you have set up in the back office?

The whole impersonation feature (not the admin one) is customised and we see who's done what using the events log

Thanks for sharing in such detail, really interesting to note

You're welcome Oli. If you'd like a further chat via Teams or suchlike (with a show and tell) let me know!