Khoros Care Blog

New Instagram APIs now make it possible for Khoros to display comments and replies (nested below comments) with full threaded context, bringing it on par with other channels such as Facebook.

In this blog, I am going to answer some questions we get from many of our customers.

1. What is asynchronous vs. synchronous? 
2. How do I forecast staff for each type of channel?
3. What does success look like for a best class customer service in each of these channels?

Starting October 5, 2021, Instagram is consolidating their long-format and short-format videos into a single Instagram Video category, and the existing IGTV categorization is deprecated.

We have improved our YouTube integration capabilities to allow ingestion of comments on all videos, regardless of age. This enables you to respond to all new comments from your customers for any videos posted to your channel.

Care system tags will now map to a customer's Marketing Initiatives, Plans, and Labels. Care will assign these system tags to conversations on brand posts, which will give teams more automation and flexibility in routing, analytics, and engagement.

Discover ways to build a new program, optimize your existing program or prepare to grow!

In this blog, we will talk about some Change Management best practices that can be applied to both expected and unexpected changes. For this topic, I have asked our Change Management Director, Ramona Maher, to join me.

Now that your team is a well-oiled machine, it's time to grow your Care program. In this session, we will talk about things to consider when growing your Care programs, if you haven’t already please be sure to read and consider the steps in Analyze and Optimize. 

If you did your homework from the Analysis blog, then you likely have a ton of answers, and probably even more questions! In this session we will talk about the Optimization of your Care programs, this is something that can benefit you no matter the maturity of your Care programs.

The Atlas Team is leveraging cutting edge Care feature updates to streamline workflow and report on email in new and exciting ways.