Did anyone catch the ProdPad webinar about Slack communities?


(Jess Burnham) #1

I had subscribed to tune into ProdPad’s webinar about launching a successful Slack community (they’ve proven that their Slack community has reduced churn by 99% – WHICH IS INSANE!) but I couldn’t listen in as I had an offsite meeting.

Would love to hear from anyone who caught the webinar if there are any takeaways.

Also if you’re not following ProdPad’s community updates, they’re excellent! I get emails forwarded to me from folks throughout my company at least once a week.

(Richard Millington) #2

That does sound a little too good to be true. For starters, you would need almost 100% participation in the community to make that work.

My guess (and this could be wildly wrong) is they measured the participants in their Slack community against those that aren’t participants and noticed a huge difference.

Which is a pretty common thing to do. It’s a bogus metric, but tends to get used often.

(Jess Burnham) #3

I caught their recording of their webinar today and they went into a bit more detail about those stats.

Their churn rate is now under 2% (could be too good to be true? could also be their churn rate of community members), and 90% of the customers in the community stick around because they have access to talk to their team directly.

What I’m really interested in is this stat:
“15% of users who are part of the [Slack] community and cancel – are saved.”

As a Product Community, to be able to provide that ^ would be quite significant for us. I’m still hesitant to adopt a Slack community, I have so many questions still…

  • How do you spend your time when you’re not responding to Slack messages?
  • Does it cause you to become immune to Slack notifications in general? (I have this problem already, being in so many different teams and channels)
  • How do you strategize new engagement initiatives?

What I’ve done is created a Slack channel for our power users (Experts), but have contained the rest of the community in the forum so we sooort of have the best of both worlds at the moment. I’d be curious to hear more about what it’s like being a community manager for a Slack community.

(Richard Millington) #4

Without knowing more about the data, I’m skeptical. For two reasons:

  1. Selection bias. We don’t know whether the people who join the community would’ve been less likely to churn / be saved anyhow.
  1. The second half of the sentence below doesn’t seem to be substantiated by anything.

Another interesting point is whether they’re referring to active members or not. If they’re referring to anyone who has ever joined the community, it’s clearly a bogus stat. If not, there could be something in it. At best though this is definitely correlational data.

This is really easy to track and prove. The harder part is proving the community is the cause of them being saved and how it compared to other channels.