Decoded by Threado

Meet Rachel Wu, Senior Manager of Technical Support at Iterable. With over a decade of experience, she's navigated everything from software engineering to retail sales before landing in customer support. Her journey may seem unconventional, but it's this blend of skills that makes her a standout in the field.In the video, Rachel dives deep into the essence of customer support - how it's all about solving problems, building relationships, and keeping things personal. She highlights the importance of premier support, where agents become more than just problem solvers. They're partners who deeply understand customers' businesses, making interactions more seamless.

Pramod Rao and Abhishek Nalin co-founders at Threado have a chat with our host Sharath Kuruganty the Head of the Community at @ThreadoHQ. They talk about the journey so far, the feedback and love received by the customers, why transparency is important and how building AI-powered support solutions is the way forward!

Show highlights for the podcast:00.00 - 00.57: Introduction to Ash Wesley00.58 - 05.17: Experiments that didn't work at Coho or On-deck05.17 - 10.09: Building rituals in communities10.09 - 13.09: Leveraging no-code tools to make life easier & no-code tool recommendations13.31 - 23.57: What's on the cards for On Deck in 202323.58 - 26.38: Crafting unforgettable experiences for members26.38 - 28.9: Best ways to drive engagement28.9 - 30.49: Use of no-code in community building30.49 - 34.02: Battle tested initiatives that work well for community engagement34.02 - 35.29: Highest set of values that define a community builder35.29 - 35.55 Outro to the podcast

Show Highlights:0.26 - 0.58 - Introducing Gillian O'Brien1.13 - 3.04 - Her role as a 'Startup Evangelist' at Pilot3.24 - 5.31 - How to build a startup accelerator program5.39 - 6.41 - Community is a two way thing6.57 - 7.20 - The role of communities in product support7.21 - 10.45 - Initiatives being taken for non-product users10.47 - 13.4 - Learnings/insights on building for founder communities13.05 - 13.50 - Importance of empathising with your community13.51 - 15.44 - Next two quarters at Pilot & Founder Tactics15.55 - 19:13 - Building a recruitment model for Founders19.19 - 21.19 - All about community at Y Combinator22.4 - 22.55 YC's exclusive network of founders22.28 - 23.27 - Gillian's experience of building Cherry23.33 - 26.29 Ways of growing your community from 0 to 126.31 - 30.0 Gillian's community building lessons she learnt as a founder30.10 - 34.02 Precautions to take while talking to startup founders & building the right community34.06 - 37.06 - Upcoming trends in the community building space37.7 - 39.16 - Gillian's shoutout to Kawasaki in the community building space39.16 - 40.29 - Outro to the podcastIf you want to connect with Gillian directly - please reach out to her at gillian.obrien@pilot.com! Thanks for tuning in! :)

About Community Decoded: Welcome to Community Decoded, a podcast where we explore the intersection of community and technology. Each week we dive into the latest trends and best practices for building and growing communities online. Join us as we learn from experts in the field and share our own experiences and insights. About the Guest:Kevin Newsum is the Head of Community for e-commerce platform at Triple Whale. He was previously marketing & branding director at Steamm Espresso and a former community marketing director at Yelp. At Triple Whale, he is creating pathways and cadences for communication with users, to foster success for users and curate community connections.Questions covered in the podcast:Q1. Are all your members customers? And if so, how do you pull them into your community? what does the TripleWhale community look like? What do you do together? What kind of space, activities or projects do you hold?Q2. How do we encourage people to start communicating with each other in the community?Q3. How do you maintain a feedback loop for the community initiatives that you guys do at Triple Whale? How do you ensure that community members can reach out and help you improve consistently?Q4. Is community an independent team or a sub part of growth or perhaps marketing? Also, do you have separate budgets and goals as compared to the business, marketing or growth teams?Q5. Triple Whale's offline events create a massive FOMO! IRL versus online events - what's your take on which one is more impactful for the community?Q6. What are some community initiatives you take at Triple Whale and how do you measure the success rate? Also how do you involve your community in your product roadmap and iteration?Q7. What are some key learnings from the past that you've been able to apply in your current role? What are the similarities or differences in the approach of both Yelp/Triple Whale towards being community-focused?Q8. What is a secret recipe to building an engaging and successful community?Q9. What qualitative and quantitative metrics do you consider to build the community that you guys are building at Triple Whale?For any feedback/suggestions:Please reach out to us on community@threado.com. 

00:27 - 01:49 - Introducing Ben Lang01:56 - 05:15 - Early days, discovering community as a career, side projects, etc.05:52 - 08:46 - Journey of becoming a community builder09:40 - 12:07 - Communities are all about quality than quantity12:21 - 16:21 - Finding real ways to add value in your community17:05 - 19:39 - Key takeaways while hosting events20:15 - 22:13 - Lessons from initiatives that did not work22:21 - 29:44 - All about Notion's Ambassador Program34:28 - 35:46 - Block by block: Notion's first ever virtual conference38:02 - 40:00 - Notion: A star multiplayer product to facilitate CLG40:50 - 41:29 - The stellar community team at Notion42:56 - 44:29 - Community health and success metrics & tools to measure it44:54 - 45:32 - How important is prioritisation and resource allocation46:46 - 48:38 - Empowering AI to unlock community at Notion48:41 - 49:41 - All about the infamous Notion doodle49:42 - 50:29 - Language launches and more at Notion50:34 - 50:52 - Outro to the podcast

0:00 - Intro to the podcast and Emily Lonetto1:35 - Emily's love for the community space4:59 - The beauty of no-code communitites5:41 - Inception of community driven approach at Webflow11:42 - Early days of empowering the community to build with Webflow14:38 - Defining the archetypes to prioritise while building a community21:04 - Failures at Webflow23:44 - Mantras for building successful communities35:32 - Aligning community building with company goals as a leader41:33 - Amplifying the loudest voices of your community45:11 - Thoughts on community-led growth48:35 - Journey at Voice52:21 - Webflow community - Activation vs other goals54:24 - Nature of communities and changing goals58:04 - Future of community building and being customer-centic01:00:00 - Outro to the podcast