Community Learning Labs Session 1: Understanding why brands turn to communities
Community Learning Labs Session 1: Understanding why brands turn to communities September 10 8am PT | 10am CST | 11am ET | 4pm BST In this eight-part webinar series, Brian Oblinger will guide you through each step of building a thriving online community with best practices and practical examples.Community Learning Labs Session 2: Setting the vision and strategy for your community
Community Learning Labs Session 2: Setting the vision and strategy for your community September 24 8am PT | 10am CST | 11am ET | 4pm BST In this eight-part webinar series, Brian Oblinger will guide you through each step of building a thriving online community with best practices and practical examples.Khoros Fresh Features Product Release & Roadmap Webinar
Check out the the on-demand Fresh Features Live Q&A to learn how you can deliver anunforgettable customer experience that closes the gap between automated and human interactions This Fresh Features webinar dives into recent releases, new product enhancements, and future roadmap with the Khoros product team. Khoros product leads take your questions in a dedicated Q&A session on the latest innovations across our Khoros Communities, Khoros Social Media Management, and Khoros Service solutions. This Q&A webinar is open to all Khoros customers.Khoros Communities Dev Lab | Virtual Meetup
Whether you missed it, or want to see it again, the Khoros Communities Dev Lab is now available on demand! Rewatch this developer meetup that includes insights from product leadership about the Khoros Communities: Aurora SDK, a live Q&A session. Please post any other questions you have in the comments below, and be sure to let us know what topics you want to discuss next time. Resources Aurora Dev Docs Khoros Communities Now, Next, Later Aurora Release Notes Aurora Upgrade Playbook Aurora Learning Atlas Discussion that led to this fantastic eventKhoros Customer Care Cloud webinar
Khoros Customer Care Cloud webinar Have questions? Submit them using this Google Form. Our product experts will answer your questions in an FAQ on Atlas and will notify you when it is available. The future of AI-powered self-service customer care is now. Check out the following resources to learn how Khoros Customer Care Cloud is set to disrupt customer care standards. Khoros Customer Care Cloud: Overview Khoros Customer Care Cloud: TourAgent Assist 101: Enhancing Customer Service Efficiency
Check out our on-demand webinar on Khoros Care's incredible new agent assist feature Agent assist gives your Care agents the most relevant and helpful resources right at their fingertips, driving agent efficiency and increasing customer satisfaction. This is your opportunity to learn more about agent assist's capabilities and how you can configure modules and widgets to drive agent efficiency. Key Takeaways: Learn how to configure agent assist modules for Care agents to use while assisting your customers. Build modules with widgets including Secure Forms, Response Templates, knowledge base articles, and links. Discover how agents can quickly access and share critical information with users, streamlining the support process and enhancing the customer experience. Track your Agent Assist usage to report on your agents' improved performance. Don't miss this opportunity to unlock the full potential of the Agent Assist system! Below are beneficial coaching and resources for you to explore as you build your Khoros knowledge Product Coaching Agent Assist for Admins Agent assist in Care analytics Additional Resources Set up and configure Agent Assist Use Agent Assist to Respond Agent Assist in Care Analytics Agent Assist Admin Video Agent Assist Agent videoUnlocking Insights: Organic vs. Paid vs. Ads
Our Khoros Master Class - Unlocking Insights: Organic vs. Paid vs. Ads is available on-demand In today's digital landscape, differentiating between Organic, Paid, and Ads content is paramount. This distinction enables your team to optimize strategy, budget allocation, and performance assessment. Watch this webinar to understand better the different content types you can report on to help make informed, impactful decisions based on accurate data. Key Takeaways: Learn to distinguish between Organic, Paid/Promoted/Boosted, and Ads content within Khoros Analytics. Discover the art of crafting insightful and easy-to-understand reports tailored to each post type. Discover why it's crucial to differentiate between these post types and how it empowers your team to make informed decisions based on the rich data in the Analytics dashboards. Take advantage of this opportunity to level up your social media analytics game and gain the knowledge you need to become a data-driven social media powerhouse. Additional Resources Authenticating Ad Accounts Atlas Article Coaching Session: Customizing Dashboards Quickstart Session: Marketing Analytics Overview Guide to authentication Re-authenticate social media accounts Questions Answered Is there a way to load historical social analytics into Khoros? From the time prior to attaching the social channel to Khoros. How to recognize in a post widget that a post was boosted? Are Ads the same as Dark Posts? How does the system understand the money I invest using FB business manager?" Where can we connect, and see if the Ad Account is connected to Khoros? Is it necessary to filter the dashboard as well as the widgets? or can you just filter the dashboard? Is there a limit on the amount of social accounts that can be added to a widget? I publish organic posts on Facebook by targeted location, but performance could be better. Any tips to improve performance? How can we make the accounts send back to Khoros the information regarding Boosted/Promoted posts? Now the data is mixed in organic ( impressions for example) is the "viral" breakout available in the API? Why can't we have analytics for personal LinkedIn profiles? Promoted posts will not be counted in the organic anymore? Let's say I have 10 posts, I promote 3. so there would be 7 in organic and 3 in promoted? Can we have a comparison per year for the charts (post number/engagement/impressions...) on the dashboard? What is the best way to check if our ad accounts are "properly connected"? Can reports be "Shared" and embedded to a SharePoint page? How often accounts should be re-authenticated? How can I connect ads with the plans in Khoros? Ad account connection is not enough because the system cannot match plans on Khoros What does a PDF Export display? Off-topic question- when tagging in a post, why does it sometimes not tag the person or company? If a post ran as organic for a few weeks and then is boosted will it show in both the organic and promoted reports? How are the metrics reported? To re-authenticate accounts, can anyone with any role do it, or do you have to have a specific role on Khoros? I see the "Share" and "Export PDF" buttons at the top of the dashboard. Can you show what is actually being shown with these functions? If someone in an agency gets access to Khoros, and ads an account. Then after this person gets his access deleted, how does the re-authentication work in this case?Agent Performance Table: Advanced Product Webinar
Watch our Agent Performance Table Advanced Product Webinar on demand! In the dynamic realm of customer support, optimizing agent efficiency is essential for delivering exceptional service. Leveraging pivotal metrics like handle time, utilization, and focus metrics can gauge and enhance your agents' performance Take advantage of this chance to unlock the potential of the Agent Performance widget and elevate your agent management strategy. In this session, you will learn: Efficiency Unleashed: Transform raw data into actionable insights with the Agent Performance widget. Evaluate agent efficiency effortlessly across various time-based metrics. Data-Powered Decisions: Master selecting and displaying critical metrics like handle time, utilization, and focus metrics. Make informed decisions that positively impact agent performance. Focused Performance Analysis: Harness the power of stacking agents based on specific metrics. Drive targeted improvements and propel your team's productivity. Elevating Agent Productivity: Navigate advanced techniques of sorting and filtering agents. Spotlight top performers and identify growth areas effectively. Stay until the end for a live Q&A session to answer your questions. Host: Wasim Rahman|Khoros Product Coach Can't attend live? That's ok!Register, and we'll send you a link to the recording. Additional Resources: Getting Started with Khoros Care Khoros Care Overview Getting Started with Care Analytics Supported Metrics Setting up Notifications Navigating Analytics Shared Dashboards Overview Monitor Walls Overview Operational Dashboards Overview My Dashboard Overview Dashboard Filters Widgets Overview Exports Care Analytics Exports Team Performance Response Exports Profile Settings Managing Your Profile Set up Offline Notifications Set up Desktop Notifications Subscribe to a Work Queue Incoming Volume Widgets Overview Tags Conversation Status Breakdown Incoming Conversations Closed Conversations New vs. Closed Conversations Open Conversations Queue Backlog Posts Per Conversation Responses Per Conversation Conversation Sentiment Conversion Private vs. Public Conversations Awaiting Agent Response Incoming Posts Incoming Images Customer Experience Responses Response Times Average TAR Median TAR Responses Meeting TAR SLA Agent Performance Online Agents Live Only Assigned in Offline Agent Queues Live Only Agent Performance Agent Handle Time Agent States Live Workforce UtilizationRoles & Permissions: Advanced Product Webinar
Check out our on-demand webinar covering Community Roles & Permissions Community Roles & Permissions gives you the power and control to choose what your users can and cannot do across the community, which features they can interact with, and the ability to report on user metrics through Role-based filters in Analytics. Watch this webinar and improve your understanding of how Roles & Permissions work and some best practices for implementing them in your community. In this session, you will learn: About Default Permissions What is inheritance and how it impacts permissions across the community How to create and edit Roles Best practices for setting up Roles & Permissions Stay until the end for a live Q&A session to answer your questions. Host: Michael Chandler | Khoros Communities Product Coach Additional Resources About roles and permissions Permission descriptions How permissions interact Best practices: roles and permissions Khoros Classic Community Product Coaching IndexAdvanced Label Strategy: Advanced Product Webinar
Structured labels provide a streamlined approach, enabling your team to maintain cohesion, enhance efficiency, and facilitate content tracking for future reporting and organizational purposes Watch this webinar to enhance the value of label sets as we cover: A brief overview of the importance of labels in Social workflow What are structured labels Label automation Use Cases + Advanced Applications Questions from customers Host: Wasim Rahman | Khoros Marketing Product Coach Master the basics by: Creating a new label set Adding a label to an existing label set Reordering label sets Rename or color code a label Enhanceyour existing labels by: Exporting or importing existing labels Adding labels in bulk Manually moving existing labels into new label sets Protect your brand with governance and controls by: Adding label dependencies Setting and updating label management rights for your team(s) Viewing label set revision history Set up label rules for auto-labeling of auto-imported contentLeveraging Smart Views: Advanced Product Webinar
Check out our Leveraging Smart Views: Advanced Product Webinar now on demand You can download the slide deck from the attachmentson the left panel of this page. Smart Views are advanced filters that Care users can leverage in Agent, Manage, and Analytics. Watch this webinar and improve your reporting tools, capabilities, and knowledge to inform data-driven decisions. In this session, you will learn: What are Smart Views? Why are Smart Views important? Smart View Fundamentals Use Cases + Advanced Applications Stay until the end for a live Q&A session to answer your questions. Host: Tyde Strockbine | Khoros Care Product Coach Additional Resources Atlas Article:Set Up Smart Views Atlas Article:Correcting TAR using Tags and Smart Views Atlas Article:Exports 1:1 Product Coaching Session:Mastering Smart Views Product Coaching Index:CareAurora Product Connect: Badges
TheAurora Product Connect: Badges webinar is now live on demand! At Khoros, we are researching and developing the next iteration of Badges for Aurora. You are invited to a conversation with Larry Imgrund (Product Manager) and Keith Mitchell (Principle Product Designer) to discuss the Badges feature. You will get a sneak peek of what’s new with Badges in Aurora as well as the design so that you can provide your feedback to help inform & shape the product development The agenda: Review of Badges in Classic Detailed view into creating Badges for Aurora Sneak peek: Badges design Q&A + FeedbackKhoros Care | Sync vs Async: How customers choose their experience
Check out our upcoming Async vs Sync webinar now live on demand! Determining how agents should interact with customers ultimately should be determined by the customer. In this webinar, we will discuss the different customer and agent experiences with asynchronous and synchronous conversation, as well as how to use automation to set customer expectations. You'll leave the webinar with an understanding of: Sync vs Async experiences for Customer, Agent & Brand How to handle, route, and tag for each experience The key differences in KPIS How Automation can assist in routing the right conversation to the right team Best Practices for Welcome & Suggested Response Speakers: Allison Fasching|Khoros Customer Solutions Director Matthew Henry|KhorosImplementation Advisor Get a head start with our recent blog,Synchronous vs Asynchronous Conversation Priorities. We define asynchronous vs. synchronous, how to forecast staff, and be successful in each channel.Modernizing Digital Care: Change the Conversation
Check out our Care Advanced Product Webinar andAtlas Seriesfor Modernizing Digital Care. April 15th @ 10am CT - Khoros Care Advanced Product Webinar You're using Care; you're thinking "customer first," but are you continuing to evolve your digital care strategy and processes to meet the customer where they're at while providing an excellent customer service interaction? During this webinar, experts from Khoros' Customer Solutions Design Center will cover strategies and tactics you can apply when evolving your use of Khoros Care. Join us for a 45-minute session as we share practical recommendations about steps to take as you continuously improve and refine your customer's experience. You will walk away with: A three-step strategy to Analyze, Optimize, and Grow digital care Insight into change management activities to maximize the benefits associated with the 'people side of change' Links to additional resources with further detail Ask us anything during a live Q&A! Speakers: Allison Fasching,Customer Solutions Director|Khoros Ramona Maher,Change Management Director|KhorosKhoros Innovate | Roadmap + Kudos + Live Q+A
Thursday, September 29, 2022 | Khoros Innovate We are bringing our customers together virtually to celebrate innovation on September 29. A customized experience to focus on Khoros Kudos, Product Roadmap, and Live Q+A sessions with the product team. Register now to save your spot!Khoros Care: Introduction to Agent Assist
Check out our Introduction to Agent Assist Webinar now on-demand! As part of the Spring Innovation Release in April, we introduced an exciting new AI-powered contact center feature — Agent Assist Powered by Flow, Agent Assist automatically delivers real-time guidance and information to agents, empowering them to reduce handle and training time, boost first contact resolution, and deliver a consistent customer experience on every interaction. Watch now to learn more about this feature, its capabilities and benefits. During this webinar, you’ll: Learn how it drives efficiency and ensures a consistent CX See how easy it is to enable, configure and manage Understand how to apply it to various use cases in your contact center How A.I. can help modernize your contact center Plus, at the end, we’ll have a live Q&A where you can ask questions and provide feedback. Register today! Speakers: Lisa Hotchkiss | Khoros Associate Director - Product Marketing Liz Herald | Senior Product Owner - Product Management Gijs van de Nieuwegiessen | Vice President Automation - Product Management Get a head start with our recent blog, The Hybrid Future is Here: Let’s modernize your agent's experience. Your agent’s experience can make or break your customer satisfaction. Learn how to fully utilize Khoros for your Customer Care agents.Beyond the Roadmap: TikTok & Talkwalker Deep Dive
Check out our on-demand Product Webinar Beyond the Roadmap: TikTok and Talkwalker deep dive Slides Transcript Khoros recently released new TikTok integration and deep listening capabilitiesfor brands using Khoros Marketing and Care. Marketers and social care teams can now publish, measure, & engage on TikTok and integrate with the industry’s leading deep listening platform — Talkwalker. Learn how to get started with TikTok: Plan and publish to better reach and grow your audience Track and analyze the effectiveness of your TikTok content Deepen your connection with your audience through 1-to-1 engagement Learn how to leverage Talkwalker deep listening: Identify mentions outside your owned channels to boost brand love or manage risk Leverage sophisticated AI to identify the sentiment, emotion, & intent Utilize advanced widgets to turn trends into content and strategy Speakers: Josh Snider | Khoros Director - Product Marketing Matthew Prendergast | Senior Product Marketing Associate Vinayak Mookherjee | Director - Product Management Get a head start with our recent blog, TikTok Analytics: The Next Frontier In Digital Engagement. Take a deep dive into reading between the lines of your TikTok analytics and why they’re unlike any other.[North America] Khoros Roadmap Webinar
Tuesday, May 17 | 11 am CT / 9 am PT / Noon ET [RECORDING] Join us as the Khoros product marketing team shares recent innovations to the Khoros Digital Customer Engagement platform. We will walk through upcoming releases on our roadmap, live Q&A. We can’t wait to chat with you! Open to Khoros customers.[Europe] Khoros Roadmap Webinar
Wednesday, May 18 | 1:30 pm BST / 2:30 pm CET [RECORDING] Join us as the Khoros product marketing team shares recent innovations to the Khoros Digital Customer Engagement platform. We will walk through upcoming releases on our roadmap, live Q&A. We can’t wait to chat with you! Open to Khoros customers.Khoros Communities: Showcasing your product's value
Check out our Khoros Communities:Showcasing your product's value webinar now on demand! In our digital-first world, customer interactions are shifting from in-person to digital conversations. Now more than ever, meeting your customers where they are and finding insight into their product lifecycle is critical Join our 45 minute session covering Product Associations and Product Mentions as a tool in your belt to help customers talk about the products that they love. You will walk away knowing how to: Organize conversations around the products your customers love Understand the conversation and see what your customers are saying about your products Turn Brand love into loyalty - use community to cross sell and drive revenue Provide in the moment guidance from the community on your product pages, providing helpful tips and tricks Speakers: Ray Crick| KhorosProduct Manager Arnaud Lerondeau | KhorosSenior Solutions ConsultantKhoros Communities: Creating a Content-Rich Community
Check out our Khoros Communities Creating a Content-Rich Community webinar now on demand The most valuable communities are a treasure trove of content, created by both community managers and members. Join us for a jam-packed session with community strategist and content consultant Kelly Stocker. During this 45-minute presentation, we’ll cover what content you should be adding regularly to your community, how to mine user contributions for max value, and dig into the platform features critical to success. You will walk away knowing: Strategies for leveraging user-generated content Path forward on content creation + sample content calendar Where to find data to build the right content Platform learnings to facilitate a content-rich community Answers to your questions during a live Q&A Speakers: Kelly Stocker|Khoros Community Strategist Can’t attend live? That’s ok! Register and we'll send you a recording.Khoros Communities: Reward & Recognition Webinar
Check out our Product Webinar for Khoros Communities onReward & Recognitionon demand! During this webinar, experts from bothPandoraandKhoroscover the advanced elements of Rewards and Recognition in Khoros Communities. Learn about effective recognition initiatives that encourage community users to participate in a more meaningful way, bringing you closer to your goals of an active and valuable community of users! Join us for a 45-minute session as we share details on the best types of rewards for your community, how to find and select your formally recognized users, and how to strategize your approach to gamification. You will walk away with: Use-cases on out-of-the-box gamification metrics Mastery of superuser programs Expertise in building a strategy to launch and expand on your recognition programs Ask us anything during a live Q&A! Speakers: Larry Imgrund,Senior Community Strategist|Khoros Erick Linares,Community Manager + Social Care|Pandora Get a head start on all the upcoming information in the Atlas Series: Reward and Recognition!Khoros Care Product Webinar: Choosing the Right Tool
Check out our Advanced Product Webinar for Khoros Care now on demand! Understanding when to use each of the primary Khoros Care tools is the key to getting the most value from both your team and the platform itself. Khoros Care links our Marketing and Communities applications, providing a natural command and control center, supporting a wide range of use cases. Join us for a 45-minute session as we share practical strategies and recommendations on which Khoros Care tool is the right one for the job. You will walk away with: An in platform demonstration of 11 practical use-cases, beginner and expert A better understanding of when to use Agent View, Engagement Manager, and Analytics Ask us anything during a live Q&A Speakers: Dave Evans, Distinguished Engineer | Khoros Care Ana Rivas, Product Coach | Khoros CareKhoros Marketing: Approvals for Regulated Industries
Check out our Khoros Marketing: Approvals for Regulated Industries webinar now on demand! During this 45 minute webinar, our experts will walk you through Marketing Approval Workflows, focusing on how they can be configured and used by highly regulated industries. You will walk away with an understanding of: How approval teams and rules can be set up Next steps for teams with complex approval rules How to set up rejection categories and see activity logs Plus, the opportunity to ask questions during a live Q&A! Speakers: Michael Poppy|KhorosEnablement Manager, Implementation Janie Samreth|KhorosLearning Advisor *** Learn more about speeding up and increasing the security of your approval process with our 3 Best practices for Approval Workflows + Tune-Up Checklist *** Sign up for our newsletter! Stay connected with a monthly round-up of Khoros news, updates, and tips!Ask the Experts [Session 2]: A Q&A forum for Khoros CX Insights
Khoros CX Insights Ask the Experts Khoros CX experts Brian Timmons and Jacob Borgeson answer your questions of your frequently asked questions regarding Khoros CX Insights solution. Don’t see your question here? Ask in the chat below or connect with us on Maia (the lower right corner Khoros bot) The below conversation aired on August 10 during a live CXI FAQ webinar. [Jacob] What is CX Insights? [Background] Khoros acquired Topbox (press release) in January of 2021, bringing an innovative omnichannel CX analytics solution to Khoros’ award-winning digital customer engagement platform to create a powerful new standard for artificial intelligence (AI)-powered customer experience management. [Brian] So, what is customer experience insights? It's the ability to aggregate all Voice of the Customer (VOC). Phone calls that are transcribed into text and applied a sentiment algorithm, chats and emails and surveys and third-party review sites like Amazon reviews, Google reviews, web boards like Reddit. Really any way that your customers can talk to you or about you is aggregated together so that you get a 360 degree view of what your customers are feeling and experiencing with your brand. Everybody wants to be able to take action and be confident in those actions, but without having a way to aggregate that data, normalize the massive amounts of communications you're getting and create an insight, it's really difficult to rally the troops internally to make those changes. So that's what we do is aggregate, normalize, and present the data in a way that makes it really fast and easy to take action and improve your business, whether those improvements are really simple in the contact center, improve handle time in first call resolution and those timing metrics to improving conversion customer retention, understanding product issues, contact drivers. There's a lot of data and without an automated way to view it and manipulate that data it's an overwhelming job. So, that's what we do. [Jacob] Can you get these insights without buying CX Insights, or is that just the way that it comes today? [Brian] Yeah, before CX Insights, the way you gather insights was to send your customer a survey and read the response, which is still a valid mechanism, but when you can combine all of your Voice of the Customer from a survey with what are they saying on phone and chat and email and social media, that's how you really drive that 360 degree view. And in order to do that, you have to buy the software, which for the value you get and the return on investment, is actually very inexpensive. We expect a minimum of a 5x return on investment, and oftentimes we see 20, 30, 50 times return on investment. Millions and millions of dollars for our customers who are really investing in using the data the way it's intended to be used. [Jacob] So, Khoros has other solutions, like Khoros Community. How does CXI work for the Khoros Community? What happens and what do you get when you look at Khoros Community data? [Brian] Prior to the acquisition we viewed Community as just another channel, another way customers provide information about how you're doing. In a community you have one customer asking a question, another customer providing an answer, which is a super cost effective way to support customers. And embedded in those consumer-to-consumer conversations are really valuable insights around what are the friction points, where are customers confused around your product or service. So, when we ingest a community, we're ingesting that conversation just like it was a chat between an agent and a customer. And from there we're gathering product information, knowledge base information, things that could be automated within your infrastructure. And that's the beauty of the marriage between CXI and Khoros, is the fact that we can take all of this embedded data that Khoros generates on behalf of our customers and use that in coordination with third-party data, right, whether it's your phone calls that are recorded, or third-party websites. We can join that all together. So, community is just another channel that your consumers, your clients, your customers are talking to you and about you. Let's use that data to show you where your friction is and improve your business. [Jacob] So, on that note, how long does it take to get the insights from CX Insights? [Brian] I'm going to say that that's a three-step process because you have to go through the normal buying process to get a contract in place, and we're dealing with customer data so security review is a big part of that. And we are PCI compliant and SOC 2 compliant and GDPR and CCPA, all the acronyms that you need in order to pass a security review. And then you need to load the data and, depending upon your end point, if it's non-Khoros data, we're agnostic to the data. So it would be another partner recording calls and doing surveys, we can bring all of that in. So, depending upon how many channels you have, the complexity of your data — and we have clients with very organized, well-structured data and we have clients who have data that's really all over the board, it's in different places and it's messy — that's our job to simplify your data. Once those two things are done in your launch, which usually the data ingesting portion is two or three or four weeks of kind of back and forth, let's get the data organized, it's pretty quick. From the time it's installed the data starts to jump off the page, the insights start to jump off the page because we typically bring in two or three months of historical data so that on day one you already have trending, you already have things that are starting to emerge from the last quarter. We call that our running start. It's like signing up for the gym and getting credit for being there for two months already, right. You're already in a bit better shape than you were the day before. And so, it's usually within the first two or three weeks that our team starts to generate what we call an insight report, or an insight deck showing you this is what the data is telling us. Without any bias from being inside your business and knowing exactly what's going on, we often times generate insights that our clients are like, "Wow, I did not know that was happening," or, which is more frequent, "I knew this was a thing, but I didn't know it had such scale. I didn't know it was impacting as many customers as it was. We have to reprioritize and go fix those things." So, to answer your question, within the first month of install you're going to start seeing value from the app. [Jacob] Are there limitations to channels or anything you can't ingest in CXI? [Brian] We get asked that a lot because everybody’s data is unique and different. But there is only one channel that we've ever not been able to ingest because it's not not really a consumer-based communication method - Microsoft Outlook. So, just that email that's intended for a business case, but any other email platform that is intended to be systematic. We've never found a social platform that we couldn't integrate. We've never found a phone platform where we couldn't ingest phone calls and transcribe and translate into the languages we support. So, the answer is, not so far, and we've been at this for six years. [Jacob] What happens with CXI when the data is just a big mess, it's a lot of different data? [Brian] So, anything that's relatively new, and customer experience, while it's been a buzzword for a long time, many companies haven’t really started to genuinely invest in customer experience until recently. So, we have this range of clients that are neophytes to jedis. They're brand new and they've got it nailed down. Those neophytes, the companies that are just getting into it where they have the foundation, they serve their customers and maybe they review some, they use quality from the agent perspective ( those are the most fun for our team because we have such a huge amount of opportunity. And those companies it's literally millions and millions of dollars that we end up generating in value.) And then you have those that have many CX tools. They have Q&A functions that are embedded, ingrained into their applications. They may have speech analytics, they may have text analytics, they may even aggregate some of that together. In those cases we're looking for increments of improvement. Companies where they have a lot of tools, we're talking to them about the business problems that are most pressing for them, and often its retention. So, we're looking specifically at joining retention data so that we can help them improve that specific metric. But we've never seen somebody's data where we were like, it's such a mess we just can't help, right. That's why we are such a big help is that messy data — and when you're talking about Voice of the Customer it's just messy — our ability to join complex data elements, to clean that up, customize it and make sure that it is presented in a way that makes it fast to find insights, that's what we do, that's our expertise. So, the messier the data the more fun it is for our engineers and for our business value consultants to generate value. [Jacob] Is CXI usable for just community content? [Brian] It is, and we do have single-channel customers that start as single-channel customers. All of them end up bringing in the rest of their data. So, if you're a community manager and you want to be able to quickly see trends and patterns and friction points and opportunities within the community data, we can absolutely do that. And our client success managers will be all over you to bring in phone calls on top of that, and chats, and email and social media because when you find something in community, for example, or you find something in social, or you find something that you need to fix via a survey, being able to test that for scale is really valuable. Because even though maybe only a hundred people are chatting about something in your community channel, there could be a hundred thousand that are calling you on an annual, monthly basis. So, understanding that scale is important. The other thing about scale, and this is a little bit off topic, but there's what I call the scale behind the scale because for every one of your customers who contact you about a problem some number doesn't bother. They just exist with that problem, or they try to solve that problem with your competition. In retail, for example, we've done a lot of work in terms of identifying what that number is in retail, it's around 35 to 1. Every consumer that calls you, chats with you, 35 more don't bother. They bail on the purchase, they go somewhere else. Understanding scale is important, and then what's the scale behind the scale. So, to answer your question, yeah, bring your community on, but more channels get that 360 degree view. [Jacob]35 to 1, seems makes sense for retail when it's just so easy to buy everything online. [Brian]And even like healthcare, it's still 5 or 6 to 1. And the mobile it's 15 or 18 to 1. So, there is a huge scale behind the scale. The more important the thing to the consumer the more likely they are to contact you, and the less choice they have the more likely they are to contact you. But if there's a choice and it's not a must have, there's a lot of customers that are having the same problems, you just don't know about it. [Jacob] Another technical question, Do we have to manually tag all our products and keep a label system, or will the tool do that and use an LP to train over time? [Brian] Yeah, so that's the beauty of automation. You can't tag a phone call. There's going to be thousands, if not hundreds of thousands, maybe millions of phone calls, and you can't do that. So you need the tool to be able to identify what your customers are saying in a phone call, and in chat, and in an email, in all of these channels. So the application automatically tags and then puts into topics what customers are saying. So, if it's a defective product, the customer could say it's broken, it broke, it popped, it tore, it ripped, it smells, it squeaks, there's a million things that they say that mean there's something wrong with this product. So, we take all of those words that mean defect and put that into one topic. There's no tagging needed across any channel because we do that automatically. Check out our CXI Demo here Who are Brian and Jacob? [Brian] I am one of the founders at Topbox and my role is pretty simple, to evangelize customer experience insights in how we can help our clients better their relationships with their customers, which is a really easy job because it's so important and such a near-and-dear thing to all companies as the battlefront for customer experience has arrived, so it's such an important element off everybody's strategy. [Jacob]I’m a Principal Product Marketing Manager where I provide customer and market inputs for our Communities and CX platform. By talking to customers, doing research, and reading a lot of content, I try to uncover interesting problems and help a lot of different groups of people figure out how to solve them.Ask the Experts [Session 1]: A Q&A forum for Khoros CX Insights
Khoros CX Insights Ask the Experts Khoros CX experts Brian Timmons and Jacob Borgeson answer your questions of your frequently asked questions regarding Khoros CX Insights solution. Don’t see your question here? Ask in the chat below or connect with us on Maia (the lower right corner Khoros bot) The below conversation aired on August 10 during a live CXI FAQ webinar. [Jacob] What is CX Insights? [Background] Khoros acquired Topbox (press release) in January of 2021, bringing an innovative omnichannel CX analytics solution to Khoros’ award-winning digital customer engagement platform to create a powerful new standard for artificial intelligence (AI)-powered customer experience management. [Brian] So, what is customer experience insights? It's the ability to aggregate all Voice of the Customer (VOC). Phone calls that are transcribed into text and applied a sentiment algorithm, chats and emails and surveys and third-party review sites like Amazon reviews, Google reviews, web boards like Reddit. Really any way that your customers can talk to you or about you is aggregated together so that you get a 360 degree view of what your customers are feeling and experiencing with your brand. Everybody wants to be able to take action and be confident in those actions, but without having a way to aggregate that data, normalize the massive amounts of communications you're getting and create an insight, it's really difficult to rally the troops internally to make those changes. So that's what we do is aggregate, normalize, and present the data in a way that makes it really fast and easy to take action and improve your business, whether those improvements are really simple in the contact center, improve handle time in first call resolution and those timing metrics to improving conversion customer retention, understanding product issues, contact drivers. There's a lot of data and without an automated way to view it and manipulate that data it's an overwhelming job. So, that's what we do. [Jacob] Can you get these insights without buying CX Insights, or is that just the way that it comes today? [Brian] Yeah, before CX Insights, the way you gather insights was to send your customer a survey and read the response, which is still a valid mechanism, but when you can combine all of your Voice of the Customer from a survey with what are they saying on phone and chat and email and social media, that's how you really drive that 360 degree view. And in order to do that, you have to buy the software, which for the value you get and the return on investment, is actually very inexpensive. We expect a minimum of a 5x return on investment, and oftentimes we see 20, 30, 50 times return on investment. Millions and millions of dollars for our customers who are really investing in using the data the way it's intended to be used. [Jacob] So, Khoros has other solutions, like Khoros Community. How does CXI work for the Khoros Community? What happens and what do you get when you look at Khoros Community data? [Brian] Prior to the acquisition we viewed Community as just another channel, another way customers provide information about how you're doing. In a community you have one customer asking a question, another customer providing an answer, which is a super cost effective way to support customers. And embedded in those consumer-to-consumer conversations are really valuable insights around what are the friction points, where are customers confused around your product or service. So, when we ingest a community, we're ingesting that conversation just like it was a chat between an agent and a customer. And from there we're gathering product information, knowledge base information, things that could be automated within your infrastructure. And that's the beauty of the marriage between CXI and Khoros, is the fact that we can take all of this embedded data that Khoros generates on behalf of our customers and use that in coordination with third-party data, right, whether it's your phone calls that are recorded, or third-party websites. We can join that all together. So, community is just another channel that your consumers, your clients, your customers are talking to you and about you. Let's use that data to show you where your friction is and improve your business. [Jacob] So, on that note, how long does it take to get the insights from CX Insights? [Brian] I'm going to say that that's a three-step process because you have to go through the normal buying process to get a contract in place, and we're dealing with customer data so security review is a big part of that. And we are PCI compliant and SOC 2 compliant and GDPR and CCPA, all the acronyms that you need in order to pass a security review. And then you need to load the data and, depending upon your end point, if it's non-Khoros data, we're agnostic to the data. So it would be another partner recording calls and doing surveys, we can bring all of that in. So, depending upon how many channels you have, the complexity of your data — and we have clients with very organized, well-structured data and we have clients who have data that's really all over the board, it's in different places and it's messy — that's our job to simplify your data. Once those two things are done in your launch, which usually the data ingesting portion is two or three or four weeks of kind of back and forth, let's get the data organized, it's pretty quick. From the time it's installed the data starts to jump off the page, the insights start to jump off the page because we typically bring in two or three months of historical data so that on day one you already have trending, you already have things that are starting to emerge from the last quarter. We call that our running start. It's like signing up for the gym and getting credit for being there for two months already, right. You're already in a bit better shape than you were the day before. And so, it's usually within the first two or three weeks that our team starts to generate what we call an insight report, or an insight deck showing you this is what the data is telling us. Without any bias from being inside your business and knowing exactly what's going on, we often times generate insights that our clients are like, "Wow, I did not know that was happening," or, which is more frequent, "I knew this was a thing, but I didn't know it had such scale. I didn't know it was impacting as many customers as it was. We have to reprioritize and go fix those things." So, to answer your question, within the first month of install you're going to start seeing value from the app. [Jacob] Are there limitations to channels or anything you can't ingest in CXI? [Brian] We get asked that a lot because everybody’s data is unique and different. But there is only one channel that we've ever not been able to ingest because it's not not really a consumer-based communication method - Microsoft Outlook. So, just that email that's intended for a business case, but any other email platform that is intended to be systematic. We've never found a social platform that we couldn't integrate. We've never found a phone platform where we couldn't ingest phone calls and transcribe and translate into the languages we support. So, the answer is, not so far, and we've been at this for six years. [Jacob] What happens with CXI when the data is just a big mess, it's a lot of different data? [Brian] So, anything that's relatively new, and customer experience, while it's been a buzzword for a long time, many companies haven’t really started to genuinely invest in customer experience until recently. So, we have this range of clients that are neophytes to jedis. They're brand new and they've got it nailed down. Those neophytes, the companies that are just getting into it where they have the foundation, they serve their customers and maybe they review some, they use quality from the agent perspective ( those are the most fun for our team because we have such a huge amount of opportunity. And those companies it's literally millions and millions of dollars that we end up generating in value.) And then you have those that have many CX tools. They have Q&A functions that are embedded, ingrained into their applications. They may have speech analytics, they may have text analytics, they may even aggregate some of that together. In those cases we're looking for increments of improvement. Companies where they have a lot of tools, we're talking to them about the business problems that are most pressing for them, and often its retention. So, we're looking specifically at joining retention data so that we can help them improve that specific metric. But we've never seen somebody's data where we were like, it's such a mess we just can't help, right. That's why we are such a big help is that messy data — and when you're talking about Voice of the Customer it's just messy — our ability to join complex data elements, to clean that up, customize it and make sure that it is presented in a way that makes it fast to find insights, that's what we do, that's our expertise. So, the messier the data the more fun it is for our engineers and for our business value consultants to generate value. [Jacob] Is CXI usable for just community content? [Brian] It is, and we do have single-channel customers that start as single-channel customers. All of them end up bringing in the rest of their data. So, if you're a community manager and you want to be able to quickly see trends and patterns and friction points and opportunities within the community data, we can absolutely do that. And our client success managers will be all over you to bring in phone calls on top of that, and chats, and email and social media because when you find something in community, for example, or you find something in social, or you find something that you need to fix via a survey, being able to test that for scale is really valuable. Because even though maybe only a hundred people are chatting about something in your community channel, there could be a hundred thousand that are calling you on an annual, monthly basis. So, understanding that scale is important. The other thing about scale, and this is a little bit off topic, but there's what I call the scale behind the scale because for every one of your customers who contact you about a problem some number doesn't bother. They just exist with that problem, or they try to solve that problem with your competition. In retail, for example, we've done a lot of work in terms of identifying what that number is in retail, it's around 35 to 1. Every consumer that calls you, chats with you, 35 more don't bother. They bail on the purchase, they go somewhere else. Understanding scale is important, and then what's the scale behind the scale. So, to answer your question, yeah, bring your community on, but more channels get that 360 degree view. [Jacob]35 to 1, seems makes sense for retail when it's just so easy to buy everything online. [Brian]And even like healthcare, it's still 5 or 6 to 1. And the mobile it's 15 or 18 to 1. So, there is a huge scale behind the scale. The more important the thing to the consumer the more likely they are to contact you, and the less choice they have the more likely they are to contact you. But if there's a choice and it's not a must have, there's a lot of customers that are having the same problems, you just don't know about it. [Jacob] Another technical question, Do we have to manually tag all our products and keep a label system, or will the tool do that and use an LP to train over time? [Brian] Yeah, so that's the beauty of automation. You can't tag a phone call. There's going to be thousands, if not hundreds of thousands, maybe millions of phone calls, and you can't do that. So you need the tool to be able to identify what your customers are saying in a phone call, and in chat, and in an email, in all of these channels. So the application automatically tags and then puts into topics what customers are saying. So, if it's a defective product, the customer could say it's broken, it broke, it popped, it tore, it ripped, it smells, it squeaks, there's a million things that they say that mean there's something wrong with this product. So, we take all of those words that mean defect and put that into one topic. There's no tagging needed across any channel because we do that automatically. Check out our CXI Demo here Who are Brian and Jacob? [Brian] I am one of the founders at Topbox and my role is pretty simple, to evangelize customer experience insights in how we can help our clients better their relationships with their customers, which is a really easy job because it's so important and such a near-and-dear thing to all companies as the battlefront for customer experience has arrived, so it's such an important element off everybody's strategy. [Jacob]I’m a Principal Product Marketing Manager where I provide customer and market inputs for our Communities and CX platform. By talking to customers, doing research, and reading a lot of content, I try to uncover interesting problems and help a lot of different groups of people figure out how to solve them.Khoros Care: Advanced Analytics Tips & Tricks
Check out our recent Care Advanced Analytics Tricks & Tips Webinar on-demand, as well as the resources mentioned Advanced Analytics Resources: Agent Activities Metrics Overview Complimentary Care Product Coaching Where should you start with Advanced Care Analytics? One of the things we love about Khoros Care is the robust reporting capabilities. However, it can sometimes feel overwhelming with all the data and different customization options available at our fingertips. During this 45 minute webinar, a Senior Khoros Learning Advisor will walk you through advanced tips & tricks for reporting on incoming volume, customer experience, and agent proficiency in Khoros Care Analytics. You'll walk away knowing: How to use smart views to track sentiment and better understand tag trends/volume What the difference is between median and average SLA (TAR) and which to focus on How to analyze agent effectiveness through granular agent performance metrics Answers to your questions during a live Q&A Speakers: Macaully Shumate|Khoros Senior Learning Advisor, Customer Education Sign up for our newsletter! Stay connected witha monthly round-up ofKhoros news, updates, and tips! July 29th Khoros Care Webinar: Advanced AnalyticsKhoros Communities: How to Choose and Promote Metrics for Success
Watch our Khoros Communities product webinar on demand! We are all familiar with how hard it is to run a community. Managing the breadth and depth of human interactions is a full time job. Only 36% have executive buy-in for their community programs! So how do you define success? It is different for each community, but Khoros can provide overall health metrics alongside specific metrics for your community. During this 45 minute webinar, a Product Manager will help youchoose and promote all the right metrics to define communitysuccess. You will walk away with an understanding of: The challenges that come with metrics Overall health KPIs Metrics by community strategy Plus the opportunity to ask questions during a live Q&A! Speakers: Jacob Borgeson|Khoros Community and CX Product Marketing Sudheesh Nair|Khoros Product Manager, Analytics andCommunityExperience Claudius Henrichs|Dataiku Head of Community Get a head start on all the upcoming information with Discovering Business Value within a Community in Khoros Communities Sign up for our newsletter! Stay connected with a monthly round-up of Khoros news, updates, and tips!Khoros Marketing: Paid & Organic Reporting
May 27th @11am CT - Khoros Marketing Paid & Organic Reporting Webinar Check out the Paid & Organic Reporting Webinar on-demand! Resources below Product Coaching Sessions Marketing Analytics Overview Ads Analytics Overview Social Marketing Q&A Session Atlas Resources Webinar Recording on the Events Page Paid and Organic Reporting Blog Post Guide to Ads Would it save time if you could report on your organic and paid content in one place?Well, you can via the Khoros Marketing platform and this webinar will show you how to do it. During this 45 minute webinar, a Product Coach and former Social Media Analyst will walk you through the basic concepts and approaches to reporting on paid and organic in the Marketing platform You will walk away with: An overview of the content and metrics brought into the platform Understanding of how to access the metrics you need Demos of building dashboards for common reporting needs Links to additional resources with further detail The opportunity to ask questions during a live Q&A! Speakers: Emma O'Brien, Senior Product Coach|Khoros Get a head start on all the upcoming information with ourOrganic & Paid Reportingblogin Khoros MarketingKhoros Marketing Product Webinar Deep-Dive
Check out our Product Roadmap Webinar for Khoros Marketing on demand. We will share updates on exciting changes coming to our Khoros Marketing Solution during this webinar, answer your questions, and do a deeper dive into our 2021 roadmap. Please join us to hear from our Director of Product, Sofie Pompa, to learn more. Please join us on March 31st @ 12:45pm CTKhoros Roadmap Webinar
Learn about our recent product enhancements and check out what’s coming soon. Watch the roadmap webinar now Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. There is plenty of time for Q&A, and for the first time ever, live breakout sessions to go deeper on the topic you care most about. We can’t wait to chat with you! In this webinar you’ll: Learn about key innovations and investments across all Khoros products Dive deep in one of three breakout sessions on our roadmaps for Social Engagement, Digital-First Care, or Community Ask our product leaders about our current and future innovation during a live Q&A Speakers: Sejal Amin, Chief Technology Officer Ryan Studer, Vice President, Product Justin Fellers, Principal Product Manager Sofie Pompa, Senior Director, Product Management Rahul Hari, Senior Director, Product Management Dave Evans, Product Manager, Engagement Manager Dianni Ortegon, Product Manager Rob Kime, Staff Product Manager
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