In Brief
Unqork Inc. is the leading Enterprise App Cloud that helps leading organizations build, deploy, and manage complex software without having to think about code (“Unqork”). After launching the Unqork Community Hub in 2021, Unqork quickly achieved their initial goal of creating a unified customer hub experience which placed all customer resources in one, searchable location. Their next challenge was to scale—meeting the needs of a rapidly growing customer base. Using automation and community engagement and self-service tools from Gainsight Customer Communities (CC), Unqork flipped their Q&A from mostly staff supported to a community crowdsource model that achieved answer rates of over 75%.
Challenge
Unqork, a trail-blazing application development platform with zero code, has a reputation for innovation in the enterprise software space, and their approach to community has shown a similarly creative approach. Led by Danny Pancratz, Director of CX Programs at Unqork and previous Gainsight GameChanger award winner, they launched the Unqork Community Hub in 2021, which quickly became a key component of their digital customer success strategy by helping customers achieve value more quickly.
The next step for Unqork was to scale their success to serve more customers. To deliver amazing community experiences at scale, Unqork leveraged the automation and self-serve capabilities of Gainsight CC.
Solution
Using Gainsight, Unqork deployed a series of new features, UX improvements, new events, and engagement programs. One area of focus was the community’s Q&A function. To ensure that more community members received answers to their questions, Unqork launched a Featured Questions program. Now, questions that have not received a reply after 72 hours are flagged as “featured.” These receive an automated reply that bumps them to the top of the feed. Additionally, these questions gamified answers and replies for additional points for leaderboards.
Unqork also wanted to increase the number of super user subject matter experts (SMEs). To accomplish this goal, they built a custom application, leveraging their own Unqork platform, that lets users self-serve as they pursue SME status. They also deployed gamified incentives to motivate users to track their progress.
Pancratz shared, “Gainsight CC makes it easy to manage the whole experience. The extensibility, the ability to automate, and the things I can customize allow me to wear multiple hats and think strategically rather than getting bogged down with tasks like moderation or administration.”
Gainsight CC makes it easy to manage the whole experience. The extensibility, the ability to automate, and the things I can customize allow me to wear multiple hats and think strategically rather than getting bogged down with tasks like moderation or administration.
Impact
The Unqork Community Hub has achieved many notable outcomes, including a CSAT of 96%. The automated Featured Questions program dramatically improved reply and answer rates. Unqork has consistently achieved answer rates over 75% (and reply rates over 99%) since launching it.
Unqork utilized several tactics to propel its user engagement and response rate. Perhaps most importantly, the proportion of answers provided by external users increased 45% from before Gainsight CC, transforming the Q&A to a truly crowdsourced model. That has reduced the demand on internal experts and allowed them to shift focus to higher impact questions only they can answer.
The self-serve SME app has been used nearly 2500 times since launch and the number of super users has increased more than 200%. This top rank in the Unqork Community Hub requires three consecutive months of high engagement and 20 answered questions.
Our community allows our users to take care of immediate needs with self-service, but also give them a path toward higher-touch interactions. Self-service also allows our direct, “white glove” touchpoints to have a higher impact.
What's Next
Unqork’s commitment to its community is driven by product management principles, focusing on continuous innovation and improvement to enhance the customer experience. The scalability of Gainsight CC will be further enhanced through built-in Gainsight AI capabilities, allowing Unqork to efficiently expand their community efforts.
“Gainsight CC gives me the tools that allow us to customize our community to fit our unique use cases,” Pancratz continues. “I’m usually able to turn every idea I have for the community into a reality.”
“The best part is when you can turn pain points from your customers into solutions, and that’s where you really start to show value through your community, which is what it’s all about.”
