designations for customers who participate in the community

0 Votes

I don't know where constant Contact has come up with the designations it gives to people who participate in discussions here in the community. Some make sense, like "occasional visitor", but others (for instance "advisor" are crazy and inappropriate. There's another one like this that I'm not recalling now, but they are designations that make it sound like the customeris actually a CC employee. Now yes I know you have a tag to designate employees. But people may not realize that these others, that SOUND like employees, are not. Can you change this???

6 Comments
JulieL34
Super Participant

I meant to also say that I have received several private messages asking me for help in a customer's account. Because they see "advisor" and think they should ask me.

Caitlin_M
Administrator

Hi @JulieL34. Thank you so much for your feedback! The Community was designed to encourage conversations not just between Constant Contact employees and our customers but between the users of our product as well! I'd like to provide a little transparency behind the different roles that customers are given.

 

Your role is based on an algorithm determined by our Community platform, Lithium, and the activity that you take while logged in. This includes how long you have been a member of the Community, the number of replies you have posted, the amount of kudos that you receive on your posts and the number of accepted solutions you have written. For your role in particular, we see you as a valued contributor due to your participation, which we very much appreciate! I can, however, see how this can be seen as misleading for other Community users and we will consider your request for revamping the roles that are available.

JulieL34
Super Participant

I emailed this comment but looks like it doesn't come through here.

 

It sems to me that the very least you could do is post in a noticeable place, a description of what these "roles" mean.

Chris__D
Employee
Status changed to: Voting Open
 
Caitlin_M
Administrator
Status changed to: Planned

I wanted to follow up with this idea and provide some updates. We made adjustments to our titles a few years ago with the idea of promoting customers' activity in the Community. Looking back, these definitions were not clearly defined and frankly didn't make much sense.

 

We are working on a larger program to recognize those who are active and engage with us, whether that's on our Get Help board or taking the time to discuss ways we can improve their experience while working in their accounts. This is part of a long-term goal of overall transparency across all areas of the Community. 

 

We don't have any immediate information to share since we have a lot of behind-the-scenes work being done. I want to come back to this post before the end of the year to share what our goals are for the future of the Community. We're looking forward to making this Community a place where it's easy to engage with fellow users and our internal teams while also giving proper acknowledgment to those of you who have spent time here to ask your questions, tell us your stories, and share your ideas.

JulieL34
Super Participant

Wow. You guys are really digging deep, commenting on issues that are this old! I hope it means that some of the other thigns people have been requesting through 3 versions of the editor may finally be addressed too.

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