2023 Customer Awards: Canon U.S.A., Inc. - Holistic Customer and Digital Engagement

2023 Customer Awards: Canon U.S.A., Inc. - Holistic Customer and Digital Engagement

Company: Canon U.S.A., Inc.

Company background: Canon U.S.A., Inc. is a leading provider of consumer, business, and industrial imaging solutions. With a rich heritage of innovation and a commitment to excellence, Canon U.S.A. has been at the forefront of the imaging industry for over half a century. Through continuous research and development, the company has developed cutting-edge imaging solutions that combine exceptional performance, reliability, and environmental sustainability. Canon U.S.A. is committed to fostering long-term relationships with its customers, partners, and communities. The company strives to provide comprehensive support, including sales assistance, technical expertise, and customer service, ensuring that its products are backed by exceptional value and support.

Contact: Christopher Canada

Title: Community Manager

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Kudos Category: Holistic Customer and Digital Engagement

1. Tell us about your integration or unification strategy for connecting multiple CX teams and/or tools with the Khoros solutions.

Through our collaboration with Khoros, we have engaged with multiple teams to achieve our goals of accelerating peer-to-peer customer support, expanding Community functionality, and leveraging API technology to deliver Community content throughout our digital on-line presence. We have worked closely with Khoros' Strategic Services team, who have provided valuable insights and strategic guidance to help us optimize our Community platform. Our Community recently completed an entire platform update to help us realize key benefits not limited to; a clean scalable taxonomy, a customized ranking system and the implementation of badging to engage with our customers in meaningful ways.  Their expertise has been instrumental in developing a robust support framework that encourages peer-to-peer engagement and empowers our customers to find solutions efficiently. Additionally, our collaboration with Khoros' Professional Services team has been instrumental in expanding the functionality of our Community platform. With the implementation of Community events our team delivered Community as a platform to simulcast Canon LIVE!, a 100% in house broadcast featuring products, services and techniques.  Furthermore, our partnership with Khoros' Customer Success team has been pivotal in ensuring the success and integration of Khoros Care into our tool belt of resources. They have provided ongoing support, training, and guidance, helping us maximize the value of our partnership. One of the key benefits of integrating Khoros Care is the ability to streamline and automate our social media workflows. With Khoros Care, we can seamlessly manage and respond to customer inquiries, comments, and feedback across various social channels, including Facebook, Twitter, Instagram, and our Canon Community. This centralized approach allows us to ensure that our responses are consistent and aligned with our brand voice and messaging guidelines. Their dedication to understanding our specific needs and aligning Khoros' capabilities with our objectives has greatly contributed to the success of key brand initiatives.

2. What specific impact has having a more holistic solution had on your customer and employee experiences? What were the benefits?
Khoros' partnership has been instrumental in shaping our organization's strategy by enabling us to prioritize self-service, ease of use, and frictionless experiences. Our team used the combined resources of strategic services and robust Community analytics to identify top call drivers. This allowed

3. What specific business outcomes and successes have resulted from the improved customer and employee experiences you have seen using Khoros? Please include quantifiable metrics where possible.

Our Community platform update, implemented in partnership with Khoros, has resulted in substantial improvements in customer engagement and support. This vibrant Community ecosystem has not only reduced the burden on our support teams but also fostered a sense of belonging and collaboration among our customers. The launch of the badging system, a joint initiative with Khoros, has provided a gamified experience within our Community platform.  Additionally, in partnership with Khoros, we have developed a streamlined process to drive timely and relevant content to our knowledge base. Through Community platform updates, improved search engine rankings, the launch of the badging system, solution spotlight recognition, expanded marketing reach, and streamlined knowledge base processes, we have achieved quantifiable outcomes that align with our strategic priorities.

Through collaborative efforts of the moderation team streamlining communication paths for escalated topics via Khoros Care and Community administration formally recognizing top solutions as Featured Posts, our Community realized a solution to topic ratio of 19%, 2.3M Solution Views and an 85% increase in the number of daily solutions accepted for the 2022 calendar year.

We coordinated with our Information Management team to present the Canon Community in key areas of our corporate website to increase Community referrals over 150% from 2021. We have also implemented API data calls to return relevant Community content within the corporate global search function.

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While working with strategic services our team recognized the opportunity to increase engagement by redesigning the UX / UI for the “Share Your Photos” forum of our Community. After modernizing the design and functionality we saw an increase in posts to that forum of 175% from the previous month.

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Special Thanks: Scott Riley, Will Russell, Alex Schmidt

Case Study Opt-In: Yes