Waimai Lo (She/Her)
Director, Client Operations, Zapnito
- Meet The Zapnito Team
- United Kingdom
About Waimai Lo
Hi, I’m Wai, Director of Client Operations at Zapnito. I help our customers to power Community-Led Growth by consulting on their community engagement strategy that drives value and ROI. I have +20 years experience helping SaaS and digital media tech business' with their customer led strategies so always open to sharing my insights on how to build and grow a thriving expert community using our tools and proven methodologies. Let’s connect!
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Zapnito Journey Zapnito Customers Platform and Support UpdatesRecent Discussions
Introducing Our Customer Referral Program
Hello everyone,
We’ve just launched our Customer Referral Program - designed to thank you for helping Zapnito grow while giving back to the nonprofit communities that make our network so special.
For each successful referral, we’ll donate to a nonprofit customer community of your choice.
Learn more and join [here].
💭 Which cause resonates most with you?
Introducing Our Customer Referral Program
Hello everyone,
We’ve just launched our Customer Referral Program - designed to thank you for helping Zapnito grow while giving back to the nonprofit communities that make our network so special.
For each successful referral, we’ll donate to a nonprofit customer community of your choice.
Learn more and join [here].
💭 Which cause resonates most with you?
Great news — our new Global Search is live!
Hello everyone,
We’re excited to announce that our new Global Search is now live!
We’ve refreshed the design and functionality to help your members discover more, connect faster and engage better.
Check out the full article for all the details, and as always, your Customer Success Manager is happy to help with any questions.
New: Rooms Engagement Dashboard Is Live!
Hello everyone, We’re delighted to announce the launch of our Rooms Engagement Dashboard, now available under your Enhanced Analytics access within your Zapnito Community.
Get deeper insights into how your members engage within Rooms - including room membership trends, interactions, views and contributions - all in one place.
The update is live across all communities today! Questions? Contact your Customer Success Manager or email support@zapnito.com.
Topics and Topic Pages - new feature
Hello everyone,
Exciting news - we have launched Topics and Topic Pages: a brand-new way to organise and tag your content! Create parent and sub-topics to help your members find what they need faster and enjoy a personalised experience.
Please get in touch with your Customer Success Manager if you would like this enabled on your Zapnito Community or email us at support@zapnito.com.
We can’t wait to hear your thoughts!
Best,Wai
Small Product Enhancement: “Last Seen” Now Replaces “Last Sign In” on The Members Page
Hello everyone,
We’ve made a small but helpful improvement to how user activity is tracked on your Zapnito Communities.
Previously, on the 'Members' page we had the field “Last Sign In”, which only updated when someone logged into the platform. We have now updated this to “Last Seen” - giving you a more accurate picture of when a user last interacted with your Zapnito Community.
This change means better visibility of user engagement and activity across your community and will be live across your Zapnito Communities today.
Let us know if you have any questions or feedback below 👇
Catch Up on Our H1 2025 Customer Product Updates
Hi lovely customers,
If you missed my previous post, you can now watch the full H1 2025 Customer Product Updates [here]. I cover the latest product enhancements, upcoming releases and what’s next on our roadmap.
I’d love to hear your thoughts so please feel free to share any feedback or questions in this discussion. Tagging some of you whom might be interested @Laura Bineviciute @Shivani Maru (née Roda) @Torie Hart @Charles Andrew Revkin @Alessandro Di Capua @Serena Forni @Natalia Rivas @Emma Bird @Laura Taylor @Jessica Rivers @Sorrel Bunting @Evelina Satkevic @India Ambler @Lucy Allen @Ella Clay @Georgia Leybourne @Miles Rackliff @Sarah Lazell @Toby de Belder
@Alice Bramley-Dymond @Chyara Cruz please add anyone else I may have missed! :)
Client Success Spotlight - Ethical Trading Initiative Case Study!
Hello everyone,
We partnered with ETI to help them deliver a tailored community platform designed to support ETI’s mission of advancing ethical trade, while meeting the diverse needs of its members.
Through our collaboration, ETI brought together its diverse members, aligned expertise across sectors, and built a thriving community driving ethical supply chain transformation. *Special thanks to @Alan Sadler
Click [here] to read their Case Study in full!
We'd love to hear from others: what recent challenges have you had to overcome and how has your community strategy helped you to deliver on those - what worked or didn't work?
Experts Like Waimai Lo
Recent Comments
This sounds like a great feature. I think we may be currently using badges to create tags, similar to this, but we do not have the sorting ability nor the dedicated landing pages. We'll have to decide if we want to switch over and begin using Topics instead. Looking forward to discussing with @Alice Bramley-Dymond at our next meeting.
Hi @Meg Bowen
That's great to hear - glad you like this feature release. Badges and Topics can be utilised simultaneously (eg. Badges could be used for more generic tags, whereas Topics provides a deeper, hierarchical taxonomy tagging tree). Or to your point above, you can switchover to Topics and replace your existing Badges. Your users will have the added advantage with Topics they follow being pulled into their Activity Feed updates (if this is also enabled on your Zapnito Community).
Looking forward to seeing how this gets adopted by your team!
CC @Alice Bramley-Dymond
Dear Wai,
This is wonderful to see this future coming and I already see this being a great way for us to better organise our content within topics and, as you say make more content more easily discoverable.
One thing I do feel would make this feature even better is the ability to "tag" rooms, courses or even events as related to a specific topic. I don't have the impression from your explanation that this will be possible in this first release, however I really think this would make the whole user experience even better. Indeed, a user might not only be interested to see articles, documents or videos, but also the rooms, courses or events that are related to that topic.
I hope you can consider this for your product roadmap.
Thanks @Charles Andrew Revkin for your feedback - we are really excited about this feature release too!
This is great product feedback for the continued evolution of 'Topics' being added to other modules across the platform. It is already in consideration and I will make a note on your behalf also. We will update you again once this has been rolled out. Stay tuned!
@Waimai Lo @Alice Bramley-Dymond - Thanks for the updates! Pls can you email me the details on how you set up the room categories - this would be good for publishing to multiple cohorts / alumni rooms
Please can we have the room engagement dashboard enabled?
Thanks
Emma
Hi @Emma Bird
Glad you found the product updates helpful. [Here] is the support article on how to set up Room Categories and we will email you directly regarding the Room Engagement dashboard.
:)
@Torie Hart Alice mentioned that you would like to watch this update so tagging you here for easy reference! Please feel free to leave any comments or feedback.
This is a useful help article. Thanks for sharing. One question I have is whether this also works with Zoom Meetings?
Hi @Charles Andrew Revkin we are glad this article is helpful. I stand corrected (please disregard my earlier comment). This will also work for video conference meetings also. Apologies for any confusion caused and I hope that helps.
CC @Alice Bramley-Dymond
This is great to see, and I'm looking forward to seeing it in action within our community. I was about to ask if you had activated it in the Zapnito Community, and then I noticed it was there in the sidebar menu. I look forward to testing how my choices and actions will influence the contents of the feed.
Regarding that, I noticed in your screenshot of the new feed in this article the mention of "Topics." I imagine this new feature will play a key role in shaping the content that appears in the feed. I'm therefore curious as to when we can expect to see this feature?
Thanks @Charles Andrew Revkin for your feedback. We are very excited by this release too! The screen shot is a design wireframe so what it could look like with the Topics feature integrated (in future releases). We will continue to iterate on this product release so will keep you updated as we go along. We don't have any concrete timelines to share at the moment but will certainly share more when we do.
Looping in @Alice Bramley-Dymond so that she can keep you closely updated on this too. I hope that helps!
Great to chat with you, Charles! Excited to see how The Xapien Xchange evolves. Looking forward to working with your team and connecting with others in the Zapnito community!
I really enjoyed watching this fireside chat too :)
We are equally excited to see how The Xapien Xchange evolves and grows and have very much enjoyed working with you & the team at Xapien. Looking forward to the future of our partnership with you guys!
@Laura Bineviciute @Torie Hart @Shivani Maru (née Roda)
Sorry to have missed you at our event - looping you in here :)
Glad this is helpful Torie!
Some examples of audience segmentation during the onboarding workflow include:
- role, industry specialism, customer, partners
- community advocates; key contributors (so more high touch onboarding)
- leaning on more automated workflows for scale / reach (ie. welcome campaigns)
- personalised content recommendations based on user interests