Tips for driving Community adoption?


  • Oscar Junker
    Zendesk Product Manager

    Hi Rachel,

    there are many ways to build an active an engaged community, some brands naturally have a lot of people drawn and engaging with their community(some of our video game customers come to mind), while others have to put in a lot more work to engage their customers.

    First of all be patient, creating a community takes months.

    It sounds like you have a done a lot of things right, creating starter topics and posts and trying to get a conversation started is a great plan, keep doing that, every day. Make sure your internal team is active in your community, especially others than just the community manager, include people from the product team and management.

    Most importantly it's important to make your community seem busy, even if it's just you posting questions and answering them, it's almost impossible to have people join an inactive community, you want to get some kind of viral effect going.

    If you are interested, we are doing a research initiative around the future development of the Zendesk community, you can sign up here: 


  • Nicole S.
    Zendesk Community Team

    Hey Rachel - 

    This is a great question. Oscar has some good suggestions there, the most salient point being that it takes time - typically 12-18 months for a new forum - for a community to build and take off. 

    Consistently leading conversations and sharing high-quality content that your users find helpful is key, as is always engaging and not letting any conversations linger without a response for too long. 

    The things you're doing to let your customers know about your community are also great, and I would continue to look for opportunities to educate your customers on what's available there. 

    Some other resources I'd suggest for you are CMX Hub, Feverbee, and the Community Roundtable. They all have great blog posts and discussions, and offer courses on developing your community strategy if you're interested. 

    Let us know if you have more questions, we'll be happy to share what we know! 


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