We have two types of community managed by our Community team:
1- the help forums (RoI is case deflection so reduced CS costs)
2 - the in-app peer to peer community (RoI is engagement/retention)
Does anyone else cover both in their teams?
How differently do you hold those types?
Do you have a different strategy for each or are they covered by the same community strategy?
And if you were going to hire a new team Director, is it reasonable to expect to find someone that is an expert at managing both? Would you be inclined to prioritize one over the other?
Keen to hear how everyone holds those within their teams.