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Updates to Atlas Aug-Sep 2020
2 MIN READNEW Events Beta We have added Events Beta to the Khoros Event’s Group Hub. Head over to the Events area for a list of the Khoros Engage breakout sessions and keynote speakers. Make sure to RSVP and engage with your peers in any comments section! Please note that Events are still beta, more information to come. Community Strategy Discussion Forum The new Community Strategy Discussion forum is now open. Subscribe to the forum to stay up to date on the latest community strategy discussions! Increased Signposting We are adding new signposting components, which are located on the bottom left corner. This is intended to better inform customers of which areas are public vs. customer only. This is not visible on all pages, including category pages with mixed content and some hidden group hubs. Keep an eye out for upcoming posts on the Communities Blog to learn how this custom code was implemented. Blog Label Cloud As part of the team’s efforts to better represent each category’s content, we have introduced a label cloud to the top of the blog areas. The drop-down on the top left allows users to choose between 'Top Labels' or alphabetical. As we continue to work on categorizing content, the label cloud will improve and better represent the available content. UPDATED/FIXED Fixed overlapping rank names on component Worked on by AndyK and AbhishekGu Renamed Tags to Keywords Worked on by AndyK and NoraG Corrected brand colors throughout Atlas Worked on by AndyK, NoraG, and AbhishekGu Updated Atlas Hub Structure Worked on by JamilaR and AndrisG Update contact support page Worked on by AndyK ARCHIVED/REMOVED Retired Facebook login to Atlas Worked on by AndyK Archived Khoros Data API user Group Worked on by AndrisG and JamilaR20KViewsSign in to react to this post8CommentsJuly's Atlas Highlights
2 MIN READHello everyone! Just a few quick important updates from the Atlas team. Hope everyone is having a healthy and productive month! As part of Phase 2 of our Atlas restructure project, the team has made some changes to the external category Atlas Hub, to better organize the different areas in that category. Job Board Alert! Know somebody looking for a job? Here are two job postings just waiting for applicants! Community Manager at Puppet and Community Manager at Exasol. Thanks for using the job board clangmayr and JacobBo! Let's get some more job postings on the board! Your peers have shared incredible success stories this year for the Khoros Kudos Awards and we need your help determining our finalists and winners! Vote by giving Kudos to your favorite submissions by August 15th! Welcome to the Atlas highlights for July Atlas Discussions Do you know your Community Success Rate? Valued Contributor, cjdinger, shared their astounding numbers and insights, let us know how your community monitors Success Rate. Curious about new ways to integrate video content into your community? Join the conversation about Vidyard or let us know your preferred video host. So just how many conversations can a care agent have? The age old question, lend your experience, what limitations and expectations do you set? Atlas Blogs Community Syndication can be a powerful tool to showcase the best of your community, check out this amazing example from SuzieH. Check out these friendly tips from @RachelC and @A11ey on planning ahead during a crisis. If you haven’t said ‘Hi’ to Maia yet, today is the day! Try out the new virtual partner and let us know what you think! Don’t forget to register for Khoros Engage Digital! Join the Khoros Events and Meetups Group Hub for Khoros Engage updates and more reasons to attend! Top Engaged Contributors Thank you, everyone, for your contributions to Atlas last month! A special thanks to our Top Contributors in July, Proha, StanGromer, Inactive User, SheryBulos, kgroneman.ViewsSign in to react to this postCommentsAtlas Redesign Update
2 MIN READThe Atlas team is proud to present the next stage of the Atlas Redesign Project! Since the previous redesign, we’ve continued to listen to our members’ comments and suggestions about Atlas and believe we are moving in the right direction. Take some time to review the updates and learn about the strides we have made to enhance your experience with Khoros and our community. Let us know what you think about the changes here in the comments or in Suggestions for Atlas! Your feedback will continue to drive the changes that you want to see. Navigation Bar As the most common starting point for users, the Navigation Bar has been a focal point for the team. This update comes with a now beautifully interactive menu where color-coded category tabs light up. We also fixed a few issues from previous iterations by placing a permanent search bar and solving the disappearing category icons. Category Page Every category in Atlas is unique, filled with a wealth of information for you to discover. We wanted our category top pages to reflect that. Each category now has product colors for visual signposting, keeping in line with the navigation bar theme. We reduced the number of category cards and shifted the group hub component higher, making it easier to distinguish discussion types and find content. *Release notes are now located in the blogs area. Search The process of searching the community has been streamlined with a few simple changes. Filters are now located on the left sidebar, and more visibility is given to the basic search options. We are currently continuing work on improving search performance. Three Dot Menus We have replaced the three vertical dots menu (kabob menu) on Search, Group Hubs, Blog/TKB Dashboard, and Private Messages with more descriptive options. This gives users better visibility into the purpose of different menus.ViewsSign in to react to this postCommentsAugust's Atlas Highlights
2 MIN READHere’s the Atlas content you do not want to miss Claim Next and Push Next can be powerful tools, but will your team size benefit from it? Join the discussion from stan2 on whether it’s right for your team and how else to stay efficient. JennyW led the way for this great blog about the new Splunk community. Want your community featured on the next Customer Stories Blog? Let us know in the comments! Show off your hard work! Unsure about how to best apply Labels and Tags in your community? This blog on Labels and Tags may be just what you need, plus all the great comments are filled with examples. Have you met our bot, Maia, yet? Check out this blog all about how this Bot was brought to life, you might end up wanting one for your website. Community Managers, this article gives you a good perspective on the importance of the Success Rate of your Community and a good reason to start defining the strategy and tactics to improve it. We had lots of requests for exactly how we built the Atlas Custom Header, so SuzieH put together this deep-diving article filled with everything you need to know. One of the best parts about Success Rate is that it can be really easy to improve quickly. Here are a few of the best practices we have seen over the last few years. Coming up next on Atlas September 15th we will be opening up the Community Strategy Discussion to all customers. This new discussion area will provide a space for Knowledge Sharing, Community Strategy, ROI, Change Management, Community Successes, Professional Growth, etc. Don’t forget to subscribe to the Khoros Events & Meetups Group Hubs for North America and EMEA! We have begun adding Khoros Engage Events and Keynotes to the new Events Page, let us know which events you will be attending! Top Engaged Contributors Thank you, everyone, for your contributions to Atlas last month! A special thanks to our Top Contributors in August, Wendy_S, CarolineS, StanGromer, Parshant, kgroneman! *Top Contributor's calculation does not include Kudos Received from the Khoros Kudos Award submissions.ViewsSign in to react to this postCommentsAnnouncing the Khoros Titans Program
2 MIN READI’m extremely excited to announce that we are launching a new user recognition program here at Khoros. The Khoros Titans! Our previous user recognition programs have been quite successful, but over the past few years have waned in audience, engagement, and execution. The Titans program aims to reinvigorate what it means to be a power user of the Khoros platform! The program introduces four levels of Titan and will run in partnership with our Khoros Core program which caters to a (mostly) different audience. Our Titans will be recognized on a regular basis as people enter the program or gain more levels. How do I become a Titan? Great question! You: Must be a current paying customer or an approved consultant* Must remain in good standing on Atlas per the Code of Conduct with no infractions May not work for a competitor Must meet certain criteria as listed on our Titans program page - these criteria take into account Atlas participation, attendance & engagement with different media such as webinars and product coaching, and in-application activities* From time to time, we may adjust criteria and invite highly engaged customers into the Titans program based on their strengths in strategy and execution, as well as their help spreading the love for Khoros and driving enterprise customer experience initiatives. What’s in it for me? What are the benefits? On top of the formal recognition provided in our regular updates of new Titans, members also gain a unique badge and label on Atlas, exclusive access to group hubs, greater networking opportunities within the Titans, and opportunities to build their own brands. There are so many ways to grow your knowledge of the Khoros platform. To see what some of these are, along with benefits at each Titan level, check out our Titans program page. Who are some current Titans? We have a set of amazing Titans, and look forward to adding you to the ranks, too. You can identify Titans on Atlas by a blue badge next to their name on posts, the Titan badge on their profiles, or by going to our Titans program page. In addition to this, you’ll see showcased blogs and highlights about our Titans around the community! We look forward to your thoughts on our program, and please let us know if you have any questions. BlakeH - Community Manager AnnaL - Director, CX and Systems PhilippeM - VP, Customer Experience * Consultants have slightly different criteria. Please contact AryannaK for the time being.ViewsSign in to react to this postCommentsNovember Atlas Highlights
3 MIN READHello, to all of our Atlas members! We’re announcing our 2020 Autumn Launch to help our customers develop this important form of connection with their own customers. Our newest innovations will help brands improve their community management, team collaboration, and customer engagement processes. Read the highlights of Khoros innovation here! Our virtual assistant, Maia, has been busy learning new ways to enhance your Khoros experience. See for yourself! Head over to Atlas and click on the chat bubble in lower right hand corner, and then type ‘Goldilocks’ and Maia will tell you a great story about chatbots! _______________________________________________________________________________________________ Important Update: We have converted our Suggestions for Atlas forum into an idea board and created submission guidelines. We want this to be the best community it can possibly be. So let us know what you think, or how we can help improve your experience on Atlas. Thank you all again for being a part of this community of innovators! _______________________________________________________________________________________________ Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, email us at [email protected] and we’ll help. 3 Best practices for Approval Workflows + Tune-Up Checklist When it comes to protecting your brand, automated and configurable approval workflows allow for the right sets of eyes to greenlight content before it gets pushed live to your social pages. Are You Using The Right Engagement Metrics For Your Brand? In this blog series, a member of the Khoros Strategic Services team dives into a topic they have helped many enterprise brands with, sharing their insights and best practices. Custom Metrics: 3 Tips and Use Cases for Improving Reporting Define success in ways that matter to your business, not how the networks choose to define it. Journey Mapping & Actioning Your Feedback With insights and feedback uncovered during interviews with our Marketing customers, we're making improvements in key areas we identified. Modernizing Digital Care: Part 2 - Forecasting & Staffing This video-format blog covers some of the questions we often get from our customers and prospects about forecasting staff as a digital dare program. New Community Features - Autumn Launch Overview Slack integration, Events, and Comment Syndication are just a few of the highlights for new releases coming in the next few weeks. How We Built It: Author Stamps This guide is going to give you a step-by-step breakdown of how you can add a colorful author badge to comments and replies made by the original author of a blog post or message. _______________________________________________________________________________________________ Webinars & …ViewsSign in to react to this postCommentsPOV: Is there room for brands on Clubhouse?
6 MIN READClubhouse App POV Is there room for brands on the hottest social media app? It’s a fact: everyone is talking about Clubhouse and chances are you’ve probably been invited by someone you know. In January and February of this year alone, there were 5.9 million mentions of Clubhouse on Twitter (667% growth in comparison to the previous 2 months) as people have been flocking to the app in the name of FOMO (Source: Khoros Intelligence). But what exactly is Clubhouse and how does it work? More importantly, should brands activate on the platform? With the app’s rapid rise to popularity during late 2020, brands are quietly scrambling to learn more about it and trying to figure out how to navigate the emerging platform from a marketing/PR perspective. We hope this POV helps brands better understand the app and gives social media teams the information needed to determine if Clubhouse is right for them. Clubhouse at a Glance Audio-Only: This is the biggest element that differentiates Clubhouse from other social media platforms. As an audio-only based application, you can't share pictures, videos, or even text. All you can do is talk. The app has heavily capitalized on leveraging the use of sound and minimizing visual elements. As our CMO Katherine Calvert stated in an interview with CMSWire, “Clubhouse is the anti-Zoom,” which is quite refreshing for the many who are experiencing screen fatigue this year. Invite-Only: Currently, you need to be invited by someone to create a Clubhouse account. This approach has been a large factor in propelling the app’s popularity forward. It is perceived as exclusive and people around the world have fear of missing out (understandably so). iPhone-Only: The Clubhouse app is currently only available via the Apple App Store (sorry, Android users). However, in a January 2021 press release, the company announced their intent to begin working on an Android app “soon.” They better hurry: the latest data shows that Android devices make up more than 70% of the mobile market share worldwide, compared to less than 30% for iPhones. In the United States, however, iPhones account for 60% of the mobile market share, with Android lagging at 39%. So, How does Clubhouse Work? The Largest Virtual Conference in the World: Clubhouse can be described as a huge virtual conference about every single topic you can imagine. When you enter a room, the audio switches on and you can hear people speaking — it’s like walking into a conference room where a panel or Q&A is happening. The room’s creator can decide who gets to speak. Users can create and join "rooms" where you can chat with others about topics like dog grooming, starting a small business, and even getting a divorce. There is a large focus on high-value conversations: Say goodbye to produced/precomposed content. Clubhouse is fueled by real-time, highly engaging conversations where everyone who speaks brings value to the conversation. This…ViewsSign in to react to this postCommentsAtlas Highlights - July 2021
3 MIN READHello, to all of our Atlas members! We are proud to announce Khoros has launched two new podcasts: CX Confessions: The Customer Experience Show, a thought leadership podcast on CX featuring C-suite executives, and Titans of Customer Engagement, a podcast highlighting tactical, digital engagement best practices and strategies with Khoros customers. The podcasts will share the stories from leaders building exceptional customer experiences and connect listeners with peers and expert insight to help them create customers for life. Tune in and subscribe to both of Khoros’ podcasts on your favorite podcast listening platform. For more information about CX Confessions: The Customer Experience Show, visit khoros.com/podcast. Additional information about Titans of Customer Engagement can be found on Atlas, Khoros’ online community. Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, email us at [email protected], and we’ll help. Voice of the Employee: The Untapped CX Resource Listening to your coworkers and employees may be the lifeline your customer experience program is looking for. Community Managers & Mental Health Khoros Strategic Services team dive into how fostering connection and meaningful relationships can lead to improved mental health. Updates to LinkedIn Metrics Updates to LinkedIn metrics in the Marketing platform will create more consistency with native analytics. Q2 Resource Round-up Khoros Roadmap This post outlines "now available" features mentioned for each Khoros product and helpful resources. How We Built It: The Journey to Launch In this Blog Series we describe the process of revamping Khoros’ user recognition program, Titans. Calculate 'Member Spend' In Community Although it can sometimes be arduous to prove this particular Value Story, the excitement it can ultimately generate within a brand's senior leadership team makes it worth the effort. Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, email us at [email protected], and we’ll help. Advanced Care Analytics Save your spot July 29, 2021 Khoros Roadmap Webinar Watch now Create A Globally Consistent Brand Experience Watch now Choosing Metrics for Success Watch now Advanced product webinars Watch now Call deflection with Apple Business Chat Watch now Why CX programs struggle Watch now Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, email us at [email protected] and we’ll help. Moving to Khoros: Change Management Wins: We want to know what strategy have you employed in the name of change ma…ViewsSign in to react to this postCommentsVoting is Open for Khoros Kudos Awards Submissions
1 MIN READOur customers have shared incredible success stories this year for the Khoros Kudos Awards and we need your help determining our finalists and winners for the 11 award categories! Voting starts today and runs for two weeks in Atlas, ending on August 14th. All you have to do to vote is go to the Entries page for the awards and click on the thumbs up — giving a Kudo to all of your favorite submissions. You can vote for as many as you’d like! We’ll announce the winners on Atlas, Khoros social media, and virtually at Khoros Engage on October 14th. We'll also highlight all award submissions as part of the virtual event, Khoros Engage, with peer recognition by 500+ attendees. Thank you for helping us determine this year’s winners! The Khoros TeamViewsSign in to react to this postCommentMaia Q3 overview
3 MIN READHello Atlas, greetings from the Maia team! I wanted to take a moment and give everyone an update on what’s been going on with Maia in the last quarter. Atlas registration assistance - This was a really big project that we are especially proud of. One of the biggest pain points our customers were telling us they were experiencing was with the Atlas registration process. So we built a flow in Maia that conversationally takes the user through the process no matter where they are. The flow can be triggered in two ways, either by Maia asking anonymous users on Atlas if they need help logging in or registering, or by a user typing “Register for Atlas” into Maia from anywhere Maia is available. The flow is especially useful because it checks whether the user has already registered in real-time or not and can help them reset their password if so. The most exciting thing about this flow is that it integrates Maia, Atlas, and Salesforce, reducing both the workloads of our internal agents as well as confusion for our customers. CSM search and contact - Our Customer Success Managers are a great resource for our customers to get help with their accounts and other concerns. With this flow, we have made it easier to get in touch with your CSM. If Maia cannot find a CSM for a user, they will display additional options. Release Notes - We increased the efficiency of our “release notes” flow by giving a snippet of the release notes within the chat prior to the user having to click on the link to go to Atlas to read them. This way users are able to see if the release notes are relevant to them from where they are. Developer - We added paths to Developer/API content from Maia’s main menu on Atlas. This way users looking for Developer content don’t have to navigate through Atlas to try to find the way, we gave them an additional shortcut. Engage/Goldilocks - Engage and Maia were a huge success! Maia got a shout-out from Spike Jones during the keynote and we had seen the highest engagement rates ever that day. We had built an experience specifically for the Engage website, and it was really well received. Paths included help in navigating that website, Live product demo registrations, and live Product Coaching session signups. We also built an easter egg for Engage. One of the sessions was called “Chatbot ‘goldilocks zone’: Too big, too small, and just right” For this session we created a flow that told the story of “Goldilocks and the three chatbots”. It’s still working if you would like to try it out, just type the word “Goldilocks” into Maia. Product Status - We added an integration with Statuspage into Maia as well. You can type “Product Status” into Maia and they will tell you whether any of our three main solutions are experiencing issues or not, they also offer a link to StatusPage directly so you can e…ViewsSign in to react to this postCommentsPlanning Ahead During A Crisis
2 MIN READAuthors: RachelC and A11ey Everything changes so quickly, last week feels like a month ago and last month feels like it was last year. While no one has a crystal ball, we all want to know how we can plan for the next month or two. As Marketers, we're having to pivot quickly to make sure we're providing useful and relevant content to our audiences. So what are some best practices you could lean on to ensure content is fresh and engaging so audiences don’t get burnt out from it all? In the midst of a crisis sometimes it is hard to think about anything else, but you have to strike a balance between both crisis-related and ‘business as usual’ content. However, you can not forget to take the current crisis into consideration. Ensuring your content is not apathetic, but still relevant to your brand and the goods or services you are selling. It is also probably time to consider what long term effect this or any other crisis will have not only on your business but the lives of your partners and customers, is there something you provide that can help solve a potential future problem? For example, there have been Fashion brands like Prada, H&M & Gucci making medical masks & gowns due to the shortage, caused by the current crisis. You don't necessarily have to create a new product. You can create new content around an existing product, keeping it fresh, yet relevant to the current environment. However, brands should provide something other than crisis-related content, customers are getting inundated with it from every brand, so having some positive and entertaining content is something they will be looking for very soonViewsSign in to react to this postCommentsSep-Oct Atlas Highlights
3 MIN READHello, to all of our Atlas members! A special thank you to everyone who joined us for Khoros Engage Digital! We hope the experience inspired you to continue pushing for new heights. Lot's of exciting initiatives in the works at Khoros that we can’t wait to share. The Atlas highlights will now coincide with the upcoming Knoros customer newsletter to give our members a spotlight and easier access to essential information resources. Thank you all again for being a part of this community of innovators! ___________________________________________________________________________________________________________________________ Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, email us at [email protected] and we’ll help. Instagram Messaging (DMs) now in early access The ability to DM with your customer from within the Khoros Care and Marketing platforms is now in early access. You can read more about how that’s helped one brand here. Khoros Engage Day of Learning: Care & Marketing Recap Thank you to all of our customers that participated in the day of learning on October 13, 2020, before Khoros Engage! *Customer Access* How connections open new business strategies This blog distills the insights from our 1-hour discussion on the topics of connections and business strategy. What's in a name? Reward and recognition can drive a community’s success. Join us as we break down what exactly it means to be a super-user. Slack - Community Integration Bring your community on to your Slack workspace. Read on to learn more about our groundbreaking Slack integration. How We Built It: Author Badges This guide gives a step-by-step breakdown of how you can add a colorful author badge to comments and replies made by the original author of a blog post or message. Modernizing Digital Care: Getting started or expanding This video-format blog covers some of the questions we often get from our customers and prospects about getting started or expanding a digital dare program. ___________________________________________________________________________________________________________________________ Webinars & Events Update Atlas Events is the best place to keep up to date with upcoming events. The experts’ debate: Fuelling your branded community to drive innovation and culture. November 5th, 2020 “A session no one can reasonably miss, and I’m serious here,” ArnaudL said it best, don’t miss this opportunity! ___________________________________________________________________________________________________ Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, email us at [email protected] and we’ll help. Monitoring first posts - Keeping tabs on a user’s first…ViewsSign in to react to this postComments
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