Beyond the Roadmap: TikTok & Talkwalker Deep Dive

Hello, everyone, we are so glad you could be here with us today. This is a very exciting topic, and we are very eager to talk to you all about it today. So first, a quick introduction. My name is Matt Prendergast, I am a Senior Associate on the Khoros product marketing team, and one of the leads of our social media management solution. At the end of this presentation, I will be joined by Josh Snyder, our Director of Product Marketing, and Vinayak Mukherjee, our Director of Product Management for a quick Q&A session. 

So recently, we held a webinar showcasing the current state of our product roadmap and what's coming next. In regards to our social suite, there was a lot of excitement, to the future of our deep listening capabilities, as well as our new channel integration with Tiktok. So, because of all that, we wanted to give you all a bit of a deeper dive into those two aspects of our platform. Just a reminder, this webinar is being recorded and will be made available on the Atlas events page after the presentation. After going through this, please submit any questions you may have using the Q&A box. We're going to try to get to as many as we can during the presentation and like I mentioned earlier, we will have time at the end to answer any of that we didn't get to. But to start, I want to do a bit of a scene setting to really kick us off and get this conversation underway. So we all have blind spots. And we all have a healthy fear of the unknown. We know that there are customers out there that are having conversations about us whether it's in another room, it could be in another channel, an obscure subreddit, or maybe the comments of a review site wherever it is, it's happening and that can be scary. Without understanding what's happening in those conversations. We miss out on valuable data that can improve our customer experience and really strengthen our business. But, despite all that scariness, the future is exciting and the future is bright. Albeit, granted, it's a little more confusing and messy sometimes. But, the way we engage is changing, and the digital world is really accelerating that change. New channels are emerging all the time, right, we have the usual suspects like Facebook and Instagram and Twitter. But we also have the likes of Snapchat or Club hosts, or even conversational messaging channels like Messenger or Apple business chat. And now there's TikTok and it's taking over the market by storm. Plus, there's also the way in which we use language, such as with emojis or GIFs, or memes. And they all add this insane level of depth and richness to the engagement in conversational data, providing even more emotional context that was previously inaccessible to marketers and it can unlock newer, more cutting edge tactics. 

So like I said, we are about to take a more in depth look into our deep listening offering and our Tiktok integration. But it's also important to showcase how you can leverage every piece of the course platform to really build an optimized demand funnel for your brand. So the chord any marketing solution and at the very beginning of the customer journey to discovering and engaging with a brand is naturally deep listening. Allowing us to understand the unknown in the market, and use that to create insights. 

And then we move on to content planning and publishing based on those insights. A process which are incredible Strategic Services team is poised to support and or manage for both deep listening and TikTok as they are the best in the biz. And then after discovering content, we can offer proactive outbound messaging and things like, mobile channels, web chat or social channels. And we make it easy to hone in on brand love and turn that into valuable content. We can then gather and cultivate that efficacy into growth communities, which are incredibly important and drive 10s of millions of dollars in revenue for some of our biggest clients. 

For customers that want to engage and ask questions and buy conversational commerce through the likes of bots and omni channel agents offers a new higher click - higher conversion rate tactic to really drive that revenue for your brand. And lastly, we pull every review from every channel and make it easy for marketers to harvest content and respond to customers to really cultivate loyalty. Together Khoros can help you build so much more than just deep listening in social. We call it digital engagement marketing. So, now for while you're all here, and we're going to start by getting really into our chorus the listener capabilities which are powered by our strong partnership with talkwalker. So as we were just discussing, each of the tools in our platform is designed to help guide buyers through each level of the customer journey. And to maximize the impact at the top of the funnel, and really facilitate the discovery between buyers and brands. Khoros is integrating with the best in class deep listener on the market, which is talkwalker. 

Together, the partnership between Khoros and talkwalker brings one of the most comprehensive social media management solutions to the market, expanding a brand's ability to explore outside their own channels to better understand their audience and really sharpen their market strategy around relevant messaging. Our integration with talkwalker goes beyond just a partnership as we're both working together to really expand upon what we have to offer you individually. Currently, we offer a seamless user experience allowing you to access Talkwalker directly from Khoros marketing, and embed talkwalker widgets directly into analytics dashboards. And coming soon, our integration with Talkwalker is going to deepen with the ability to measure owned and earned metrics side by side in dynamic widgets, all from within the chorus platform. This ability to measure owned and earned metrics side by side with our dynamic widgets. And also coupled with our already powerful moderation capabilities in care provides you with the most powerful social media management platform available. So here's a better look at the screenshot on the previous page, showcasing our integration with Talkwalker. You'll notice that from Khoros marketing, you're able to select Talkwalker from the product picker drop down on the top left of the interface. And then it opens up a Khoros branded instance of Talkwalker for you making that blended use case between our products is seamless experience. 

Now let's talk about the components that make Talkwalker a leader in deep listening. So the first pillar of Talkwalker's product is its data coverage. The fire hose talk over utilizes gives it access to over 150 million sources, spanning close to 200 countries and languages. Arguably the broadest over 150 million sources, spanning close to 200 countries and languages. Arguably the broadest coverage on the market. Not to mention Talkwalkers, listening goes well beyond social media, including things like websites, communities, blogs, text, images, videos, as well as conversations on owned earned or paid media. And through our new integration across customers can now leverage this massive data library to identify chatter outside of their own channels and use it to single boost brand love, or get ahead of the conversation, help them proactively react to crises and mitigate that risk to their brand image using the Khoros platform. 

Next, when it comes to making the most out of these large swaths of data that talkwalker brings to the table, some kind of tool or driver guide is needed, right. And luckily, talkwalker provides that with an incredibly sophisticated AI framework. How our AI engine which they've dubbed blue silk, yielding 90% accuracy rate when crawling through this massive quantity of data for things like language, translation, motion, intent, sentiment models, or even conversation clusters. On top of that, Talkwalker allows for comprehensive image and video recognition, which we can see happening in example here, providing brands a much deeper understanding of their own presence within the market. And through this integration course, customers will be able to easily identify the sentiment or intent that drives their audience, and quickly and effectively sharpen their market strategy around that for both publishing and one to one engagement. So we have this immense data pool the plan, we have the AI to organize it all for us. And finally, Talkwalker also provides an easy to adopt configurable platform, as well as the tools needed to focus it all and really take action. Talkwalker users have a plethora of widgets and mechanisms at their disposal to optimize the success of their campaigns such as impact measurement, or a virality map, which we see here on this slide that tracks the success or "buzz" a piece of content generates across multiple channels. Talkwalker also enables users to visualize trends discovery, as well as content and competitor analyses. So brands can really stay on top of any changes that might occur in their market. Most importantly, together through the integration with Khoros. Talkwalker, users can leverage these insights, adapting them into a robust content and strategy creation and then act on those campaigns directly in the marketing platform for whichever channel your audience prefers. 

We chose to partner with Talkwalker for deep listening, not just because they have the best tech, but because they share our customer obsession and because we complement each other so well. Our partnership with talkwalker is uniquely awesome because we're both solving for the same pains in delivering the same proven outcomes. But just from different complementary sides. We make social and marketing more efficient and save money. They cut the cost of getting these insights that power, social and marketing. We drive revenue through more richer engagement, they drive revenue by sharpening your message and experience and delivering higher conversion rates. We both protect your brand talkwalker delivers the insights and alerts and we deliver the management, the engagement, the moderation the action across all your channels. And speaking of all your channels, we're gonna take a bit of a gear shift here and break down our newest channel integration with TikTok. 

We know how important the ability to adopt and managing channels networks is to keep your business relevant. And Khoros is one of the very first social suite providers to get access to the new business relevant. And Khoros is one of the very first social suite providers to get access to the new TikTok organic API. This API allows us to bring you organic publishing moderation and analytics directly from the Khoros platform. Publishing and reporting will be available in Khoros marketing, and moderation in care analytics will be available in Khoros care. Khoros has been named a social suite leader by Forrester and identified as the vendor with the strongest strategy and product vision. Our 20 plus years of experience in this space, along with our award winning support services, makes Khoros the best partner out there to ensure that your brand makes a splash when unveiling your new tic toc channel. So we're going to start with TikTok's integration into cross marketing. And that has two main components to it. First, content planning and publishing. From the Khoros platform, you're able to add videos and create content with the ability to incorporate things like at mentions or hashtags that can be published directly to TikTok. Not only that, but you can also enable or disable duets, stitches and comments for any piece of content from the publishing screen. In addition to publishing our TikTok integration allows for full calendar visibility and filtering so if you wanted to, for instance, see which published content had certain features enabled, again, like duets, stitches or comments, you can filter all that in view it all from the marketing calendar. 

So we're going to start with TikTok's integration into Khoros marketing, and that has two main components to it. First, content planning and publishing. From the Khoros platform, you're able to add videos and create content with the ability to incorporate things like at mentions or hashtags that can be published directly to TikTok. Not only that, but you can also enable or disable duets, stitches, and comments for any piece of content directly from the publishing screen. In addition to publishing, our TikTok integration allows for full calendar visibility and filtering. So if you wanted to see for instance, you know which published content has certain features enabled, again, like duets, Stitches or comments, you can view all of that right from the marketing calendar. The second component of our Tiktok integration into marketing is with analytics. From the marketing platform, users will be able to analyze brand new TikTok handles, metrics and performance tracking things like applause or conversation and amplification. All the available TikTok content metrics are available in marketing dashboards, custom metrics, and data exports. And in addition to all of that users will be able to leverage take advantage of a pre built Tiktok dashboard template that has access to again all of the available content metrics, and all of our supporting widgets. Here's a better look at that screenshot, showcasing TikTok in Khoros marketing. On the left, we can see our publishing screen as well as the buttons to enable or disable duet, stitches, and comments like I was mentioning. And on the right, we can see a TikTok dashboard being built with the user selecting from all of the available posts metrics to add into the dashboard. 

Now let's take a look at Khoros care. Our new integration with TikTok allows you to ingest comments on your own TikTok content, creating addressable cute conversations to engage with your audience directly from care. Also display the original brand posts providing additional context for your moderators improving their efficiency and the level of personalization they can add to their responses. In addition to moderation, our new integration brings Tiktok directly into care analytics, allowing you to track channel volume and helping you more efficiently stay on top of the conversation and respond swiftly to any spikes in comments. Again, here's a better look at TikTok's integration into Khoros Care. So you can see, like I mentioned that visibility into the original brand posts, as well as the engagement with your TikTok audience. And we know that TikTok is a dynamic channel and one that really encourages engagement between it's users. So the ability to efficiently engage with your audience and make them feel like they are part of the conversation is a make or break for those trying to expand their brands into this new channel. Now before we move on to the Q&A, there is one last thing I'd like to discuss. Earlier when talking about the customer journey, I briefly touched on our incredible Strategic Services team. But in the conversation about our deep listening and our TikTok integration, I really can't leave them out. For those who don't know Khoros' is Strategic Services team is made up of over 200 individuals provide an agency like model to our customers, helping them tap into industry expertise very easily and at the level that they need. And when it comes to expanding the listening or breaking into tick tock, there is no better team out there. talkwalker are strategists provide support driving trend insights, or conversation analysis. And then they're able to quickly turn those around into actionable data driven recommendations, making sure your brand is remaining ahead of the game. And for those brands, unsure of where to start with their tick tock channel. Strategic Services has already been working with customers developing strategies, providing native listening, one to one engagement, paid amplification and regular reporting that fits into whatever schedule best works for your team. An example of that is that stripe services has already helped a fortune 500 Top 50 retail brand, launch their TikTok presence and doing so they helped them surpass their goal of 1 million new followers within the first seven months of their launch. So when I say that the strat services team is the best in the business to help you launch your brand on TikTok. That's not hyperbole. And if you're looking for even more resources to supplement your new deep listening or TikTok strategies Khoros has a number of thought leadership pieces available to help educate and guide brands in this space. You'll be able to access all of this links once we share the slide deck out at the end of the presentation. Now we'll move into the Q&A portion. And we were doing our best to answer your questions throughout this presentation. But if you haven't already asked a question, please type it into the Q&A panel now and we'll we'll take as many as we can. And again just a reminder, this webinar is being recorded and will be made available to you on the Atlas events page.