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Strategy

If you're looking for more information about Khoros's services, insights on social strategy and best practices, or just looking for a way to share your expertise, this is the right place to join the discussion!
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joshcortez30

Metrics

Hello everyone. What metrics are you all focused on? What do you measure at the agent level and the work queue level etc.
by Occasional Contributor joshcortez30 Occasional Contributor latest reply 06-08-2018
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DmitryNikolaev

Salesforce: Comments synchronization or work with API

Hello, I am setting up a Salesforce Connector for Lithium. As I understand, comments are not synchronized at the moment. Instead, there is a special VF page (LTI_CaseThreadMessages_vfp) that shows the...
by DmitryNikolaev New Commentator latest reply 05-26-2018
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kiersten

Rank Name Ideas?

My company is in the process of implementing Lithium for a community for users that purchase our technology-based training offerings.  The goal of the community is to encourage the students to interac...
by kiersten New Commentator latest reply 05-23-2018
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cjdinger

Best settings for spam flood controls?

With a recent release of the community software, flood controls play a bigger role in detecting potential spam and sending content to the spam quarantine.  The default settings are documented here. We...
by Valued Contributor Valued Contributor latest reply 05-17-2018
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rinavarrvisa

Gamification...beyond badges and ranks

Hey all,  I've been exploring ways to build out our gamification strategy. Right now, we've got the basics covered. Badges for engagement, rank promotion for top users. This has helped in that I have ...
by rinavarrvisa New Commentator latest reply 04-19-2018
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RogersDarrell

Opening an Off-Topic or Lounge Board

Has anyone opened an Off-Topic or Lounge type board in the past? If so, how did you prepare, what research did you complete and how was the execution? After the launch; how was the board received and ...
by Occasional Contributor RogersDarrell Occasional Contributor latest reply 04-18-2018
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Chao

MINUTES TO FIRST REPLY (AVG) Filtered by Role

We have been using MINUTES TO FIRST REPLY (AVG) for many years. But I was only looking at MINUTES TO FIRST REPLY (AVG) for the whole community or a category or a board. Recently we have invited suppor...
by Advisor Advisor latest reply 04-18-2018
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Enidin

Future prediction: About social media and influencers

Hi guys, Sorry for this cynical post but I hope you read this, at the end there is a point. We all know how important influencers are for the companies. And I think we all have given something extra t...
by Trusted Contributor Trusted Contributor latest reply 04-09-2018
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stacias

"Should" Moderators Be Allowed to Mark Solutions As Solved?

Hello, Just wondering how many communities allow their moderators to mark replies as "Solved" for the OR? Currently, we do not because we didn't want to drive bad behaviors with our moderators around ...
by Advisor Advisor latest reply 03-24-2018
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CyJervis

Anyone have a User Acceptance Testing template they would be willing to share?

I searched all over the community but haven't found one as of yet. We will be moving to responsive in the coming months so there will need to be lots of testing of features and functions. Rather than ...
by Esteemed Contributor Esteemed Contributor Esteemed Contributor latest reply 03-20-2018
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Enidin

Community newsletter and personalization

Hi guys, Just asking best practices about newsletters and personalization. We just sended our very first community newsletter to our members. First we think we are going to personalize them, by adding...
by Trusted Contributor Trusted Contributor latest reply 03-07-2018
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KKeeling

Social Response Analytics Tips and Best Practices

Hi, our team uses the social response platform for our company's social support. We typically report to our upper level execs on our progress and development as a team each month. We currently report ...
by KKeeling New Commentator latest reply 02-16-2018
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Wendy_S

Google search in communities

Hi All.   Silly question but is there anybody out there who is using the google search bar integrated in the communities vs the lithium out of the box search?   Google search is the major search engin...
by Honored Contributor Honored Contributor Honored Contributor latest reply 02-15-2018
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Senada

trends 2017 & community building

Hello I will soon have a speech at a marketing conference about community building. I was wondering what is from your point of view important to mention? What is key when we talk about community build...
by Occasional Contributor Senada Occasional Contributor latest reply 02-14-2018
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BHall

Using Community as an Outage Board?

This one goes out especially to all the telecom and SaaS community managers, but of course, everyone's input is welcome. Have you ever used your community as an "Outage Board"? In other words, a certa...
by Frequent Advisor Frequent Advisor latest reply 02-10-2018
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syork

How effective are conversation starters from moderators/community managers?

Hi Community,  I am toying with the idea of having experts plant conversation starters into some of our discussion boards. While we are a held and support/self service community I'd really like to enc...
by Hero Hero latest reply 01-28-2018
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BHall

"You Found It, we fixed it" as a series or one-offs..best practices?

Do you do regular, or irregular, "You Found It, we fixed it" content in your customer support community? If so,  How often do you create this? What level of detail do you go into on the finds/fixes?Do...
by Frequent Advisor Frequent Advisor latest reply 01-25-2018
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MrB77

You don't "launch" a Community - you build it...

Hi there  I wrote a short article on Medium about "launching" a Community.  https://medium.com/glowingblue/you-dont-launch-a-community-e4f3fd8070e6 Maybe it is of interest 😉 Jan 
by Trusted Contributor Trusted Contributor latest reply 01-25-2018
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amycatling

Custom Trigger Emails

Hi Everyone, I've started to send a private message to every new member on our community who has added a photo to their profile to help encourage them to start posting and get involved. I've been look...
by Advisor Advisor latest reply 01-24-2018
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Samantha_O

Archiving Posts

So we had a process of "archiving" posts that were over 1 year old within our Community.  Our process was to go board by board, find any post that was created over a year ago, post a new reply to the ...
by Hero Hero latest reply 12-14-2017
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