If you're operating a Khoros Community, here's a tip for simplifying moderation and community management, especially with crisis-related increases in visitors and new posts: use Khoros Care, and tap both the Agent and Manage View tools. They are the fastest and most scalable tools for running a great community. And as your customers seek to increase their online engagement with you now is a great time to dive into these Khoros solutions.
But first...Manage View? If you own a Khoros community, there's a good chance that you're using either Moderation Manager, our legacy management tool, or the Agent tools in Response. Especially if your community moderators are operating in a blended role--both moderating and resolving issues--you probably already use our agent tools. Khoros Response provides super-scalable, full-featured digital engagement with conveniences including fly-outs, fast-access to commonly used functions, and more as shown here.
So what's Manage View? Manage View, available to all Khoros Care customers (it's part of Response) is purpose-built to help you spot posts and conversations that need attention. These can be in your community, in social channels like Facebook, or in messaging services like Whatsapp or Khoros Brand Messenger. Like all Khoros Care products, channels are abstracted and workflow is unified. So working across and adding channels is easy and doesn't require agent re-training.
But here's what's really cool: when you use Manage View to run a Khoros Community you get, out of the box, a virtual community command center. Want to track specific boards individually? Built-in. Want to see the latest or higher priority posts, or only posts mentioning specific topics or by certain author ranks? Also built-in. And as posts are spotted in the community that require attention you can handle them directly in Manage View or transfer the conversation to an agent, expert, or other specialists: from Manage View you can push work straight to a subject matter expert in the Response Agent view who can immediately go to work on it. And you can track it all without leaving Manage View.
Agent and Manage View work seamlessly together, with performance and results available in real-time in Khoros' patent-pending Analytics tools.
The best part? Manage View is easy to set up: a few clicks and whatever interests you in your Khoros Community is organized into sharable views. Collaboration is simplified, whether working with other mods, community managers, agents, or seniors managers and executives. It's the way to manage your community.
If you're running a Khoros Community, and if you've seen activity pick up, consider Khoros Care's Manage View. And even if your community activity isn't changing dramatically right now, the impact from current events are likely to produce long-lasting shifts in how business is done, and how consumers choose to engage. Community is likely a part of your going-forward business strategy, and so developing now the skills and disciplines to manage community growth at scale is essential. Make Manage View part of your solution. It's part of Response, it works alongside our Agent and Analytics tools, and it's available now.
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As a build on the Conversations Awaiting Reply widget described above, here are the steps to add the Responses Times widget.
1) The TAR widget answers the question "Do I need to re-architect my workflow to get ahead of this policy change. Think of this as "Step 1." Simply, it shows how many times in the recent past (in the example I used the prior year) have we exceeded the timing window now allowed? If the answer is "zero" that's great: keep doing what you're doing. But if the answer is "regularly...." then a workflow review is in order.
2) The CAR widget is "Step 2" -- assuming the team has decent performance the CAR widget will show you in real-time if posts are in danger of exceeding the reply window: with that information, a decision can be made to reply "now" or simply close the post.
Following are four screens that show the setup of the Smartview and widgets for the TAR (Step 1) widget view. Setting up the CAR widget is identical, except of course you choose the "Conversations Awaiting Response" widget rather than the "Response Times" widget.
Screen 1: Build the SmartView to isolate FB PMs:
Screen 2: Build the FB PM Widget
Step 3: View the FB PM Widget, and review past performance.
Step 4: If problem responses exist, drill-in to review and determine corrective steps needed, if any.
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If the Care account was in Response, the user will remain; the seat will be released. When running future Agent Activity reports you can select "show disabled" or "hide disabled." Recommended is "Show" since hiding effectively "changes history." In other words, if you team answered 100 posts yesterday, and Bob did ten of those, and then you remove Bob today, hiding Bob will report 90 posts *yesterday.* Showing Bob will shows yesterday's work as it really happened (100 posts.)
In both cases, Bob's seat is now free for another (new) agent to use.
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Interested in learning more about how Messaging is transforming digital care? Of course you are! I warmly welcome you to join us for a 30 minute webcast coming up on Thursday 11/29 at noon Central. I will be co-presenting alongside my friend and colleague @AdamCo. We’ll be sharing information on utilizing Messaging to engage with your customers, as well as a quick demo of Lithium’s Brand Messenger. Sign up today!
Join us to learn:
How the evolution of consumer behavior is impacting the brand-consumer relationship
Why brand-owned messaging is a critical component of digital-first customer care
How brand-owned messaging across websites, apps and communities can benefit you and your customers
Here’s all the details:
When: Thursday November 29 at 12pm CT
What: Modernize your Digital Care Strategy with Messaging
Where: Registration link
See you there!
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AIR TRANSPORT: SURVIVING THE NEXT DECADE
Author: Dave Evans (@DaveEv) , Lithium VP, Social Strategy, Travel & Hospitality
Over the next ten years, a host of digital-first players along with online existing travel aggregators, travel service platforms, mobile apps and meta-search engines will significantly disrupt the industry. The ability to maintain control over passenger experience from consideration and booking to travel itself and the post-travel experience will seriously undermine your chances of locking in repeat customers. The pressure is on for airlines to compete and survive.
Survival depends on maintaining passenger loyalty in the face of this challenge. And loyalty is hard to come by, and even harder to retain – a Nielsen report shows that after one bad experience, 71 percent of British adults say they would switch to a different airline. 3
Travelers are pressed for time and, as a result, frustration and anxiety often run high. If an airline cannot provide fast, responsive, accurate answers the moment a traveler needs them, then they’ll upset an already unhappy customer and likely further damage the relationship. Looking at our own customer data across leading global brands, there is a clear evidence that quicker response times to social inquires results in a higher likelihood of positive sentiment conversation during the interaction. Conversely, this means that if anything goes wrong that results in agents being overwhelmed by incoming social posts you can expect a marked decrease in customer happiness. Ouch.
Add to that the fact that almost all of these complaints are taking place on public-facing channels: travelers are interacting in real time, with real problems, and the threat of going viral is never more than a Tweet away. One bad interaction can lead to an angry reaction that will have a significant ripple effect, damaging the brand for months and years to come. To sustain customer satisfaction and prevent against these social media crises, airlines are on the line to deliver satisfying — if not amazing — digital customer experiences via both social and digital channels. But, as we’ve seen time and again, this is proving to be incredibly difficult. Why?
Most social media management (SMM) products weren’t built with the scale and logistical complexity of an airline in mind – thousands of questions pouring in from different channels, from different countries and time zones, all of which need to be routed to the right person with the right answer. And quickly. In fact, most SMM products don’t even tie in to the airline’s larger customer databases, which would let the airline quickly see whether the person tweeting at them is a rewards member or has flown with the airline recently. Like many industries, airlines often have the various components of a good social/digital function – but siloes within the organization (between customer service, ground and in-flight operations, reservations sales, etc.) can lead to challenges in responding quickly and nimbly.
For example, in a crisis caused by delayed flights it can be incredibly helpful to have a community of customers you can call upon to assist in responding to basic questions, so that customer service agents can focus on resolving issues that involve a customer’s personally identifiable information. But without an integrated community and automated routing in your social customer service platform, it won’t happen and that’s a massive missed opportunity. Without an automatic way to scale and provide a seamless experience to the traveler, airlines will not be able to compete effectively against competitors born in the digital age.
One word of caution: if you think that bots are the answer to scaling customer service, think again. While a good social media management platform will have the APIs to incorporate bots, you take a huge risk if you try to replace humans with bots. During a customer’s crisis, they want and need a human to interact with. Bots may be able to automatically route interactions and address basic questions, but they cannot replace the value of an empathetic human being on the other end of the tweet.
Empowering your social customer care with a solution that is designed with customer experience in mind positions you to draw on every resource at your disposal (your customers, agents, experts, and community advocates) to provide fast, easy and accurate customer service.
With airline traffic continuing to double every 15 years 1 , the predominance of travelers booking via mobile (expected to be 80 percent by 2019 2 ), and the growing trend toward travel industry revenue growth happening online 5 , airlines who optimize their ability to create amazing digital customer experiences for customers now will be able to stay ahead (and stay alive) during the next decade.
This article was originally featured on Engage Customer on January 22nd, 2018.
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