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.