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Home of industry insights and best practices from our own community experts, and top contributors.

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Recent Content

Khoros Communities Spring Product Update Webinar
Join our Khoros Communities Spring Product Update to learn about key releases from the past year, in-progress initiatives, and a teaser of strategic concepts we’re investing in. Wednesday, April 23, 2025 10 am CDT / 4 pm UTC Khoros product leads will open up for Q&A on the latest Khoros innovations for the Khoros Communities solution. This webinar is open to all Khoros customers. Not able to join? Register, and you will receive a link to the webinar recording. Don’t miss your opportunity to learn about recent releases, new product enhancements, and future roadmap directly from the Khoros product team.
CoryD
2 days ago Place Events & Webinars
Khoros Communities
29Views
0likes
0Comments
Please link to the case portal in case-update emails
It's so frustrating to not be able to click from the case-update emails to the case portal (ideally, directly to the case in question, but at a minimum just to the case portal.) I know this has been discussed elsewhere, but it's deep in a discussion thread / blog comment thread so I figured I'd pull it out as an individual idea. (the link to "case portal" in the screenshot above is broken. Super annoying)
CarolineS
5 days ago Place Atlas Suggestions
Potential Issue
91Views
2likes
4Comments
AI generated assistance on search results page
Saw this on a competitors offering and it seems a very simple and effective way to help community members. At the top of the search results page, have an AI-generated answer to the search result, preferably also with attribution to the TKBs or community discussions the answer drew upon. Eg if I search "how to set up MFA" I am going to get much more assistance from an AI-generated answer rather than a list of results that mention MFA. Jason
JasonHill
8 days ago Place Atlas Suggestions
Search
13Views
2likes
0Comments
Webinar: Community works for Zoom
Discover how Zoom evolved from its initial community launch to becoming a leader in customer support. Watch On-Demand In this session, featuring Alexis Brown and Carla Almandoz, Zoom’s community team break down: The step-by-step strategies behind their community growth The key metrics they track for success How their community is shaping the future of customer support
HollyL
8 days ago Place Events & Webinars
Khoros Communities
110Views
1like
0Comments
Case Portal Account View Does Not Include Case Submitter
I'm finding it difficult to locate cases opened by other individuals in my organization because the view no longer shows the name or email of the individual who submitted the case. Would really like the name or email address to be available in the view. Email vs. Portal in the view is not particularly useful, perhaps it could replace that?
OHORBACH
8 days ago Place Atlas Suggestions
UX and UI
43Views
2likes
2Comments
Strategic Services Global Trend Round Up: 20th March 2025
1 MIN READ Don't miss out on this week's industry updates.
LucyM
13 days ago Place Khoros Insights Blog
industry trends
30Views
0likes
0Comments
Launching on Khoros Communities Session #3: Executing the Launch | Instructor-Led Training
We are excited to announce live training on Executing the Launch in Khoros Communities are coming in February 2025! Tuesday, April 1, 2025 Early Session: 7 am CDT / 1 pm UTC Late Session: 3 pm CDT / 9pm UTC Engagement communities play a vital role in retaining and keeping your customers satisfied in an ever-changing digital world. Khoros Communities Aurora delivers a sleek, modern, and high-performance system that adheres to community best practices while still giving brands complete flexibility to make changes or updates to address their ongoing needs. In this session, focussed on the Execution and Launch phases of the launch/upgrade process, you will learn about: The 3 main tracks running concurrently through the Execution Phase The User Acceptance Testing (UAT) process and the final Launch Phase Internal resources needed and how best to prepare for the Execution and Launch Phases Whether you are preparing for your upgrade to or launch on Khoros Communities Aurora or simply learning more about the process, we are here to help. Missed the first two sessions in this series? Review the Q&A and access recordings through the following links. Launching on Khoros Communities Session #1: Why Khoros Communities Aurora? Launching on Khoros Communities Session #2: Preparing to Launch
LynnT
16 days ago Place Events & Webinars
Khoros Communities
73Views
1like
0Comments
Lithys 2011: Best New Community: TomTom
Company: TomTom Category: Best New Community (Launched after June 1, 2010) & Best Community ROI Usecase Entered by: Kenneth Refsgaard (kendoji) Community Name: TomTom Discussions URL: discussions.tomtom.com Launched: March 1, 2011 Entry: We launched two weeks ago (March 1, 2011) but our community has been extremely active right from the start. We got a number of things right (thanks to all the support and advice we received from Lithium on best practices), including having all the recommended promotional plans in place, a good board structure, a nice and clean UI and thorough internal communication around guidelines. This has resulted in a smooth launch, with about 150 new registrations and 25,000 page views every day. From launch we also immediately had support from numerous knowledgeable brand advocates (from third party navigation sites) who have been picking up just about every question posted on the community. We thought it would take months before we had a vibrant community with active brand advocates answering all the questions - but it all came together on Day two! Using the Engagement Center ROI tally (tweaked with our own cost-per-incident), in our first two weeks we handled 20,000 cases and delivered a value of 150,000 USD!!
PaulGi
22 days ago Place Past Customer Award Submissions
5.8KViews
11likes
2Comments
2022 Customer Awards: Thermo Fisher Scientific - Best-in-Class: Social
Company: Thermo Fisher Scientific Company background: Thermo Fisher Scientific is the world leader in serving science. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Contact: Sarah Simmons Title: Social Media Manager - Community Lead Related URLs: https://www.thermofisher.com/us/en/home/connect-to-science/be-inspired.html Kudos Category: Best-in-Class: Social 1. Tell us about your unique marketing campaign and/or promotion as well as your goal and key strategies. "This is How I Science" is a video series featuring an incredible group of six Black scientists discussing the fieldwork that they’re doing, the challenges and the obstacles that they face, and what it feels like to be underrepresented in the scientific community. The goals of this campaign were to promote diversity and inclusion in the science community, provide Black scientists with a platform where they could reach a broader audience, and improve brand sentiment. 2. Share your plan with the target audience and how your digital technology (e.g. social media management platform) helped drive success for the campaign. Our key strategies were to promote the videos via social channels and promote use of the hashtag #ThisIsHowIScience. We used our digital technology for social listening and social promotion to help reach a wider audience and drive success for the campaign. 3. What were the results? Tell us how it helped you seize new revenue stream opportunities, serve customers, protect your brand and/or grow your business (increased subscribers, engagement increase, increased awareness).Please include metrics if possible. The TiHIS campaign well exceeded our goals. In the first four weeks alone, the videos received over 120,000 views across all social platforms, 70,000 engagements on social posts, and over 1,800 engaged visits to the site.
sarahEsimmons
22 days ago Place Past Customer Award Submissions
1.1KViews
1like
1Comment
Lithys 2013: Canon - Best New Community
Company: Canon Entry submitted by: Patricia DiPasquale (pmdCanon) Sr. Manager, Internet Marketing Community: Canon Forum (forums.usa.canon.com) Lithy category: Best New Community ________________________________________________ The Canon Forum has been a long time in the making. Not being permitted to respond on other forums, we wanted one of our own, although the risk factor was high since it would be living on a Canon property. Our risk mitigation plans had to be spot-on and accepted by executive management, as well by the Canon Call Center since they would ultimately be responsible for moderation. After great success with our Facebook launch, we knew the community would appreciate a forum hosted by Canon, and we were proven right. Going with best practices, our Web Intelligence team scoured the web for active, positive, passionate Canon advocates to participate in the beta release. All who were invited were excited to be a part of the launch, with one gentleman making his way out from the wilderness to find a signal in order to respond. We gained a great deal of valuable insight from these Pioneers—as we have tagged them—from functional issues to suggestions as well as asking what was to be expected from a Canon Forum… both how Canon would participate and what the members would be able to discuss. The Canon Community is vocal and passionate, leaving us to walk a fine line between providing information when possible and remaining quiet when it would otherwise spiral out of control. The Forum was implemented to provide both a place for these passionate Canon fans to congregate with like-minded people as well as allowing Canon to hear the voice of the customer, meaning, hearing firsthand what people were saying. We want to know the good, the bad and the ugly so that we can learn from it. Our initial marketing plan included a post to Facebook, a press release and an email to our over 2MM person email list. However, the spike in registrations we saw after the Facebook post (1) and Press Release (2) went viral (over 1,000 registrations in a single day!), caused us to postpone our email plans. Our Call Center was just beginning to get acclimated to this new platform, and feared that the email might be too successful and overextend their resources. The Canon Forum was launched publicly on November 5, 2012 and since then we have accumulated over 5,100 registered users and have over 2.8MM page views. Of those registered users, almost half are Contributors, with less than 1% of the Contributors (17 members) providing 27% of the content. The Community Health Index (CHI) score is a respectable 525. *Top 17 are comprised of Frequent, Super and Valued Contributors As of March 10, 2013, the stats are as follows: Just recently, two of our members became Super Contributors and another became a Valued Contributor, rank levels 9 & 10, respectively. They have 778 posts, 17,068 page views, 224 kudos received, and 22 accepted solutions between them. And this was in a just under four months time. We went from 5 boards to 16 boards in a matter of weeks. As expected, the Camera board grew the quickest, first splitting into three boards and soon thereafter splitting into the seven separate boards that it is now. Our moderation rules are such that Canon will not respond for at least 48 hours, unless it is something that cannot be answered by the community, such as a warranty question. But when it’s a question of quality, it is the Canon way to be quiet until a full review has been completed by the parent company (Canon Inc.), which is something we know isn’t acceptable in the social arena. It didn’t take long before an issue bubbled up from other forums and an investigation began in earnest. First we responded by saying only that we got the message, but once the issue was determined, details of the cause were revealed and that a firmware update would be released as soon as it was ready. The community was ecstatic—even though the solution wasn’t ready to go—and the thanks came pouring in no sooner we announced that a fix was in the works… 25 minutes to be exact! This occurrence has made it crystal clear to executive management that the Community is beneficial, even when the news isn’t good. We are working out faster response times that will benefit both Canon and our end user. And now that we have gained the trust of our most ardent fans, we will continue to listen and respond in a timely manner, without shying away from hot issues. The next steps for enhancing the Forum will be to have a bi-monthly “Chat with an Expert” events. The Forum has provided the opportunity to interact directly with our customers, and from there, almost anything is possible!
DeniseJ
22 days ago Place Past Customer Award Submissions
5.5KViews
9likes
3Comments

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