Company: MYOB
Company background: MYOB Business Management Platform offers businesses to manage all other workflows on one, flexible platform. MYOB doesn’t let its complexity limit its full potential. with MYOB businesses can streamline tasks, build powerful connections and grow confidently with a solution that is future-ready. MYOB helps businesses turn their ambitions into reality.
Contact: Selva Ganapathy
Title: Social and Community Support Manager
Related URLs: community.myob.com
Kudos Category: Partners for Life
1. Describe your partnership with Khoros. Tell us about which Khoros team(s) you partner with (e.g. Strategic Services, Professional Services, Customer Success, etc) and the outcomes of those partnerships.
At MYOB, we're passionate about providing our customers with the best possible experience. That's why we teamed up with the experts at Khoros to revolutionize the support offered through our digital channels. Through this partnership, we've gained valuable insights that have allowed us to seamlessly adapt our support systems and better manage daily conversations across our social and community platforms via Khoros Care.
By utilizing Khoros' cutting-edge technology, we're able to identify proactive engagement opportunities and connect with our customers in real time across all of our social channels, including Facebook, Instagram, LinkedIn, TikTok, Twitter, and YouTube. We're constantly looking for ways to enhance our platform, and our partnership with Khoros' Customer Success team has allowed us to adopt new capabilities and take our customer experience to the next level.
2. How has Khoros’ partnership helped shape your organization’s strategy and aligned your people and processes?
At MYOB, we're committed to providing our customers with the best possible experience. That's why we rely heavily on Khoros Intelligence and Khoros Care to help us monitor and moderate content and conversations across all our channels.
Our collaboration with the Khoros team has been a game-changer for us. With Khoros Care's robust analytics capabilities, we're able to identify key engagement opportunities and better connect with our community. We're constantly exploring the vast array of possibilities the tool presents, but we're already seeing tangible benefits in terms of agent management and reporting proficiency.
Thanks to Khoros Care, we're able to stay on top of existing trends and quickly adapt to any changes in our customers' needs. The platform's engagement tracking capabilities have also allowed us to implement and measure our engagement strategy, enabling us to exceed our KPIs and deliver exceptional customer experiences.
Overall, our partnership with Khoros has been instrumental in helping us achieve our goal of providing seamless and personalized support to our customers. We're excited to continue exploring the possibilities of Khoros Intelligence and Khoros Care and look forward to leveraging these tools to drive success for our business and our customers.
3. What successes have you experienced because of your partnership with Khoros? How are you better able to deliver your strategic priorities and deliver value back to your business? Please include quantifiable metrics where possible.
MYOB is one of the oldest clients of Khoros. Our partnership with Khoros is 16 years old. At MYOB, we believe that providing exceptional customer support is crucial to our success. That's why we've been leveraging the power of Khoros Care to monitor and moderate posts across our social media channels and community forum.
Thanks to Khoros Care, we've been able to significantly improve our agents' performance by providing them with an efficient processing and operations mechanism. As a result, our agents are able to understand customer needs better and resolve issues faster, resulting in quicker turnaround times.
We're proud to report that we've achieved a 90% response rate to social media posts within 72 hours and a 62% response rate to community posts within 48 hours. We've also been using Khoros' sophisticated tag systems to gather community sentiment, allowing us to prepare communications that create a superior customer experience proactively.
In addition to tags, the manage view function has allowed us to take a more granular approach to monitoring and tracking each category of tags. We've set up different views to better track sensitive topics and prioritize conversations. We've also been utilizing Smartviews to isolate conversations and assign them to dedicated teams, allowing us to pull targeted reports and determine gaps in our processes.
At MYOB, we strongly believe in tracking community sentiment to continuously improve our customer service. We track both positive and negative sentiments and respond to 47% of negative sentiment posts within 24 hours.
We hold monthly recurring meetings with the Khoros team to strategize and identify channels and opportunities that can drive results. With a strong community of 245,000 members, we're constantly experimenting with new features such as Group Hubs to create micro-communities and enhance our customers' experience.
Overall, Khoros Care has been instrumental in helping us provide exceptional customer support and improve our business processes. We're excited to continue our partnership with Khoros and explore new ways to drive success for our business and our customers.
Special Thanks: Roberto Piagentini
Case Study Opt-In: Yes