Company: STIHL
Company background: STIHL produces the number-one selling brand of chainsaws, as well as a full line of outdoor power tools.
Contact: Les Robinson
Title: Social Media Marketing Specialist
Related URLs:
https://facebook.com/stihlusa/
https://www.instagram.com/stihlusa/
https://www.tiktok.com/@stihlusa
https://www.youtube.com/user/stihlusa
https://www.linkedin.com/company/stihl-usa/
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.
Our partnership with Khoros Customer Success is one of trust, understanding, and support. We have routine check-ins with Khoros during monthly calls. During these calls, we discuss how our team uses Khoros and we learn about platform updates. The calls helped inform our decision to move forward with Khoros Care from the legacy Khoros Marketing tool, which we leveraged the last several years. Through our contact with Khoros Customer Success, we determined that Khoros Care would offer our team many benefits and efficiencies, including auto-tagging and moderation on newer, popular channels like TikTok.
The Khoros Customer Success team quickly connected us to an entire team dedicated to helping us onboard the new tool. Customer Success also made sure we had educational training resources, which served us well as we configured the new tool from the ground up. We have now been using Khoros Care for several weeks, and every team member has expressed satisfaction with their training. The entire team now has a thorough understanding of the platform, thanks to support from Khoros.
2. How has Khoros’ partnership helped shape your organization’s strategy and aligned your people and processes?
Our partnership with Khoros caused an organizational shift in our social care priorities. Now, we leverage Khoros Care to streamline our responses to incoming messages and better reach our core audience. Both Khoros Care and Marketing have allowed us to better — and more quickly — engage with influencers and STIHL customers.
Khoros work queues help us loop stakeholders into engagement opportunities without ever leaving the Khoros platform, making those communications simple and seamless. We were particularly grateful for the streamlined communication Khoros offers when we integrated a new customer service partner, Teleperformance, last year. With Khoros Care, we can easily transfer comments to the Teleperformance team and they can respond quickly to 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.
Our partnership with Khoros has produced many successes. We can now effectively handle incoming messages as they surface in the platform. So far this year, our team has responded to 489 comments across our owned social platforms. We are now able to resolve comments in one business day, and we meet our SLA 97% of the time.
We are certain our SLA will only continue to improve this year. We launched a STIHL USA ad campaign in mid-March and have since adopted a nearly always-on approach. We could not handle the level of incoming messages our STIHL USA campaign has prompted without the Khoros platform.
Special Thanks: Bri Ramseth, Briana Drayton, Dashiell Collins
Case Study Opt-In: Yes
