SuperHi
Community and customer success for an online learning platform, including events strategy, a Slack to Discord migration, on-demand workshops, and a resource hub that members used.
- Boosted community response rate by 20% year over year through effective communication and engagement strategies
- Effectively managed and implemented community-driven strategies, resulting in a 40% increase in community memberships
- Implemented new processes resulting in a 25% increase of our CSAT score
- Developed and executed a successful bi-weekly events strategy, achieving a 30% increase in attendance rates month-over-month
- Introduced community documentation and training programs to streamline the internal onboarding process, resulting in a more efficient and effective workflow
- Successfully managed over 30 channels within the SuperHi community ecosystem
One of my goals since joining the team was to throw a monthly event series with the SuperHi community. This process started back in February 2022 with the idea of hosting 2 AMA (Ask Me Anything) events in the community for a D&I initiative around Black History Month. With the success of this, I helped bring in monthly webinars as well where the community featured outside speakers to talk about various subjects in freelancing, design, financial advice, and more!
Since the launch, SuperHi has seen on average a 35% member attendance rate and also over 50% open rate on all member newsletters for promoting the events. Throughout 2022, SuperHi has put on 16+ events.
With the launch of new courses and content at SuperHi, the community team was tasked with transitioning the community over from Slack to Discord.
- Discord has been a completely new platform for most of the community team, so a lot of little quirks and bugs to figure out in the initial stages of building
- The community team surveyed the current community on Slack to get a pulse check if they were open to moving to a new community platform. 75% of the members who responded said yes
- To make the transition as seamless as possible, the community team recorded and shared onboarding videos to walk the members through how to use Discord and created spaces in the platform to share feedback/suggestions
- The team decided that it was important to create an archive including all of the past community content on Slack to share with members so that they didn't lose access to anything
- Listen to member feedback early and often, and make changes that benefit the whole community
With the launch of new courses at SuperHi, the team also wanted to create additional content resources for the members to access on-demand as part of their membership.
We recognized that our approach of hosting live events posed challenges for certain members based on geographical constraints, time zone differences, and scheduling conflicts which prevented many community members from participating in these sessions.
Our idea to help overcome these limitations was to develop a new series of on-demand workshops. The premise of the on-demand workshops was to have each workshop video pre-recorded and accessible via their member dashboard. This helps ensure that this content is accessible to all community members, regardless of their location or time availability. Also, the members could now access workshops at their own pace, enabling them to fit learning into their busy schedules and allowing for repeated review of content.
While Slack is great at many things, it can also be a chaotic place where information gets lost quickly. The idea behind the community hub was to create a one-stop shop for community members to reference for upcoming and past events, resources to check out (that were shared in the community), links to helpful articles, and more!
SuperHi now has over 17+ resource sections ranging from HTML & Javascript to Project Management and Graphic Design. Beyond that, the Community Hub also features all of the event recordings for the SuperHi members to reference if they couldn't attend an event live.