Company: Qlik
Company background: Qlik helps enterprises around the world move faster, work smarter, and lead the way forward with an end-to-end solution for getting value out of data. Our Active Intelligence Platform® is the only one on the market that allows for open-ended, curiosity-driven exploration, giving everyone – at any skill level – the ability to make real discoveries that lead to real outcomes and transformative changes.
Contact: Suzanne Macaluso
Title: Sr. Advisor, Digital Platforms
Related URLs: https://community.qlik.com/, https://community.qlik.com/t5/Events-Webinars/bd-p/qlik-events-webinars, https://community.qlik.com/t5/Qlik-Gallery/bg-p/qlik-gallery, https://community.qlik.com/t5/Support/ct-p/qlikSupport?launchChat=1, https://community.qlik.com/t5/About-Ideation/ct-p/qlik-aboutideation, https://community.qlik.com/t5/Blogs/ct-p/qlik-community-blogs
Kudos Category: Best-in-Class: Digital Customer Service
1. What challenges did your organization face that required a digital strategy? Provide details on the issues you were trying to resolve or the goals you were trying to achieve. (e.g. reducing handle time, improving CSAT, reducing per-interaction costs, revenue growth, cost savings, etc.)
Our challenge was ensuring all our customers, partners, prospects, educators, students, and data lovers had a place where they could collaborate with each other and with Qlik 24x7. We wanted to provide a place where we could help people solve problems, learn, and self-serve.
2. Which Khoros elements did you implement as part of your digital solutions? Include details on the channels or tools you added and how your solution was unique and innovative.
The only way to solve our challenge was to have a digital platform, a "Community." So, at the end of 2018, we re-launched the Qlik Community, powered by Khoros. Today, our Qlik Community supports our vast Analytics and Data Integration portfolio.
3. What quantifiable results were achieved? Please include key success metrics. (e.g. revenue growth, cost reduction, CSAT, call deflection, agent efficiency, response speed, resolution rate, etc.)
The team at Qlik effectively measures and showcases tangible business return on investment (ROI) by evaluating key metrics such as Community growth through new member registrations, active user percentage, engagement percentage, and overall traffic.
Special Thanks: Hope Parker
Case Study Opt-In: Yes