How Modern Fertility Uses Orbiit To Provide Critical Peer Support For Its Thriving B2C Community
What does your day to day role, as Head of Community at Modern Fertility, entail?
What is the most challenging aspect of your job?
My role is overseeing the internal virtual community and experiences, as well as our social team. The main hub of the community is the Modern Community which has a ton of members both customers and non-customers alike who come in to talk about fertility topics.
As for the day to day, I spend a lot of time supervising and being a thought partner to Marika, who is our Community Coordinator. She is in the community day in and day out and thinking “how can we improve engagement?” “How do we surface and create visibility around the things we are doing to the leadership and to our company?” and also creating touchpoints that make sense to our clients and the rest of our team.
“What is the most challenging aspect of our job?” I think it’s just to remind people the value of the community is not just directly revenue related, there’s so much that we could do with community and create experiences that get people to come back, so it’s definitely a great retention strategy and reminding our team and community members to come back is definitely a fun challenge.
In your experience what factors result in a more engaged community? What is Modern Fertility’s philosophy when it comes to community engagement?
There are two things that I think about, first, the retention piece “How often can we get people to come back?” and, second, the engagement piece, “When they come back what do we get them to do?” There are a couple different things we do, on the retention side we think about all of the programing, including Orbiit, it’s one of the invitations we send our members to get them to come back and stay engaged in our community.
Our philosophy is thinking about our community in terms of these two core aspects, and ensuring that no matter what type of person a community member is we have programming to keep them engaged.
How does the Modern Fertility community differ from other communities? What experience is Modern Fertility putting into place to curate a safe, inclusive community?
Why did you start using Orbiit? Over the course of 4 months what problem did the platform address for the team and for the community at large?
We started using Orbiit, because we believed that it could be a great way to enhance our community members’ engagement. We have a lot of members who never post anywhere else on our platform, and the hope was that these people would still wish to connect with other members who were going through very similar experiences to themselves… and we were right!
Before I tried Orbiit, I had attempted to do a matchmaking program, myself. It was a total of 50 people, and I found it incredibly difficult and time consuming. It was spreadsheets, and data and ensuring the matches were perfect. I discovered that I am not an AI, and the difference between me and Orbiit, is that Orbiit can do matchmaking effortlessly, at scale, so we can have matchmaking rounds of 200 to 300 no problem.