Community Signal

As Zendesk’s customer base and product offerings have grown, so has its community. The Zendesk community started in 2008, under the support organization, as a space for people to ask and answer questions about using the product. Since then, it has shifted departments multiple times, leading to changes in KPIs and core purpose. Nicole Saunders, the company’s director of community, joins the show to explain how she has navigated these challenges. Tune in for her approach on thoughtfully managing change and expectations within your community and inside of your organization. Patrick and Nicole also discuss: Why the comments are open on Zendesk’s knowledge base articles You can’t tell people to contact support in Zendesk’s community Handing some conversations in the community off to other teams Big Quotes Going from scrappy to resourced as your community team grows and develops (04:36): “[While community was part of the support organization,] we were functioning very scrappy, very much like a startup team with