lolagoetz
Boss
Joined 14 years ago
I'm the former Sr. Program Manager for Cisco's internal TAC community, called Tech Zone. Find my new profile, BeckyS, here: https://community.lithium.com/t5/user/viewprofilepage/user-id/72508
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Re: What was your BEST use of Khoros Success Service Points for your Community?
We used them to customize our home feed to be sorted by most recent activity (think comments) instead of most recent posts. That way our members could see what had happened and been updated since they returned. It was requested by several members, and it actually is much better to be able to tell where comments were left now. We also used some to have a huge batch of badges created for us, since our designers were really busy. I have them in my repertoire but haven't deployed all of them yet. (I need to get on that!) They are nice to have to throw out a new one every once in a while to surprise the members—they love badges!15Views0likes0CommentsRe: Duplicated posts on community from Reddit
I have a few questions... Are these regular users that just started doing this or are they new users? Have you asked them why? Is it possible they are wanting to retain the knowledge in the community, or are they karma farming on your community like they do on reddit (the repost bots)?35Views1like0CommentsRe: New CSM anyone?
No, it's also about the frequency of change. It leads to instability and having to catch someone up to speed is only a part of that. The loss of background of our account and use cases, our key stakeholders, the depth of our experience, and so on. I've lost count of how many sales people we've gone through in TWO years, but at least our CSM has been consistent, but definitely overwhelmed, so it was frequently hard to find time that worked for both of us—that's not her fault, that KHOROS' fault for giving them too many accounts to handle. And guess what? That will now get worse with the layoffs. And that stability my team did have with the same CSM even with revolving door sales people? Gone. And yeah, I'm not going to touch what has happened to support once Philippe wasn't running it anymore.171Views3likes0CommentsRe: Email Analytics and DKIM relay
We currently use Pardot for all of our drip campaigns and I have no way to separate community from the funnel. It's an interesting idea, but we can't do this for our people because I do not want to ingest community into the funnel. If they attend a webinar or something else, then they'll get ingested anyway. If you wind up doing it, will be interested to find out. Allen, re: your earlier comment. I think I'll wait and see when we can move to Aurora. I'll have to use our PS hours on that first. And THAT'S on hold until dual logins are ready.18Views0likes1CommentRe: Email Analytics and DKIM relay
We also wound up using DKIM after getting the feedback that emails looked spammy coming from Khoros. I wish we had much better analytics on what's being opened vs. not, what causes people to unsubscribe, and ways to customize links a bit more. All that you mentioned, Allen. I would also like to be able to write a custom welcome email with specific links to resources that could help a new community member. Right now we write those manually and use utm-coded urls so we can see what gets clicked. It's time consuming but manageable ONLY because we don't have a ton of signups per day (for now). But set it and forget it would be much better, with a custom email address for replies. It's all long overdue (hint, hint, Nick & team). 😉30Views2likes5Comments- 80Views5likes0Comments