By Greg Allen, Director of Customer Experience at Kollective
In my role in Customer Experience, I get called in when customers feel stuck, don’t know where to go or what to do. Time after time they ask, where do I get the right information to help me with my video communications program?
They know that video communications can drive engagement, increase trust in leadership and improve communication across the enterprise. But many feel like they are on an island not knowing who to turn to for advice and information. In this Age of mass communication and information overload, we need other people more than ever to help us sort through what’s relevant and what’s not.
For these reasons, I’m a huge proponent of Community. There’s no better way to:
- Learn about new use cases
- Understand best practices
- Get exposure to industry trends and information about what others are doing and have done
- Realize you’re not alone in the challenges you’re facing
Sometimes this last point is the most important one of all. Managing live streaming events can be an extremely stressful job, especially when issues arise. It can also be one of the most fun when all goes well. In a high stress position, being able to listen, interact and collaborate with other people going through the same thing can be therapeutic and lead to greater successes.
Kollective hosts an annual Customer Council where we invite all our customers to not only learn about our new products and features, but also interact and network with each other – to help form a customer community.
At Customer Council, the topics that often interest people the most are new use-case examples and customer journeys. People want to benchmark themselves against others so they can judge if they’re doing things the “right” way, with the “right” resources. Learning how other customers have survived helps them do this. Many customers tell me how refreshing and valuable the time is for them and how it helps them set future goals for their video communications program.
While you may not always be able to travel to an in-person conference due to budget or time constraints, there are still many resources available to you to start or join a community.
Here are three suggestions:
1. Online Communities – Kollective has an online community called Kollective University where we welcome all our customers to interact, learn, share and ask questions. You can also search for local groups on sites like meetup.com. For example, some of our customers and partners in the San Francisco Bay Area are part of a group of over 100 people that meet regularly to discuss webcasting best practices, share stories and evaluate equipment.
2. Local Conferences / User-Group Connections – There are many great organizations that provide information and connections with others in the video communications community. A short list of some that we have interacted with are CMMA (Communications Media Management Association), IABC (International Association of Business Communicators), and Ragan Communications. They have several regional conferences and groups that discuss how to overcome challenges in video communications.
3. Connections through Kollective Customer Success – Our team of CSM’s work with our customers daily to help solve enterprise video challenges. If you have questions, they can help or get you in touch with another customer that has walked through that same journey. We are here for you! Let us help you make those connections and solve challenges you are having in your organization.
So, I would ask, why go it alone? We encourage you to voice your questions, meet new people, and enjoy connections with others that face the same challenges, joys, fears, and successes. Make sure to share what you learn; extend a helping hand and make yourself available to others. You’ll be glad you did.
Here at Kollective, our technology works best the more participants join an event or watch a piece of content. It’s no different in a community. We’re excited to be walking with you on your journey and want to hear more about it.