Featured Articles

Explore a featured selection of my writing work below.


Community Talks Ep 2: A Day in the Life of a Solo Community Manager

An online community is a big thing, and administering it single-handedly is never an easy task. Community managers need to plan the day’s projections, prioritize tasks, keep a check on queries, encourage conversations and engage in the community to run it efficiently and effectively.

In our podcast, A Day In the Life of a Solo Community Manager, we highlight the tips & tricks required to manage an online community.
• What moti

Improving MadCap Knowledge Base UX

Grazitti Interactive is a global provider of SaaS products and digital services leveraging cloud, mobile and social media technologies to reinvent the way you do business. Since 2008, Grazitti has been helping companies power their businesses with marketing automation and cloud innovation services, and its enterprise search platform.

As a global consultancy, we have strategic partnerships with technology pioneers like Marketo, Salesforce, Google, Alteryx, Microsoft, Adobe, Lithium, Optimizely,

3 Pillars of Service Cloud Success | Grazitti Interactive

Your buyers are willing to pay a 14 percent premium for exemplary customer service. Unsurprisingly, many large companies are working to optimize their Salesforce’s Service Cloud so they can differentiate their brand through personalized support. The service cloud is helping them in three crucial ways:
• Automate tasks that require little cognitive input, such as data entry
• Capitalize on the existing pool of documented expertise through powerful search and an arranged knowledge base
• Analyze c

2020 Community Trends You Should Know About

2020 Community Trends You Should Know About

“In today’s world, meaningful differences between businesses are rarely rooted in price or product, but instead in customer experience.” – Jay Baer

Online communities are of immense help to businesses when it comes to boosting organizational goals. This can be seen from Higher Logic’s report that shows that external communities had a 61% impact on the organizational objectives of businesses.

Moreover, users engaging with online communities have also

Case Study: Herschel Supply Co - Referral Marketing Program

In 2019, the Vancouver BC, Canada-based lifestyle brand, Herschel Supply Co., sought a new way to attract more customers. Referral marketing seemed like the way to achieve that goal.

“We saw reports on referral marketing that stated approximately 90% of people trust brand recommendations from their friends, family, and peers, whereas only a third trusted ads,” said Naomi Shao, Email and Retention Marketing Manager at Herschel Supply. “These reports showed referred leads converted 30% better, so

eBook | Grazitti Interactive

Why is Community Analytics Vital for Community Managers?

This eBook will help you find answers to the following questions:
• What is the need for Community Analytics?
• Why is Community Analytics vital for community managers?
• What strategy should be followed for Community Analytics?
• What are the key metrics to analyze your online community?
• How can Community Analytics help in measuring the community’s ROI?

Online communities bring in a lot of user information. But you need to have a repo