We are excited to launch NPS/CSAT Customer Feedback for Khoros Care. This feature allows brands to survey customers to quickly assess quality of service at the conclusion of a conversation. These prompts for feedback are sent directly in-channel, which means that the customer is not taken to an external website for feedback. Easier participation typically equates to higher response rates. In our Early Access program, we saw response rates trend as high as 80% for some brands! This is a great opportunity to supplement your current feedback strategies.
Customer feedback can be used with Facebook Messenger, Khoros Brand Messenger, Apple Business Chat, or SMS. The powerful customization options allows admins to create feedback rules that will trigger the survey based on your criteria as well as create custom questions. In Analytics, customer feedback is captured and made available on your shared dashboards and monitor walls.
Review our documentation and start taking advantage of this feature today!
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*Update as of January 15*
Good news! Our engineering team worked hard to find an alternate solution to minimize the downtime required during the early February release. Because of their diligent efforts, we now estimate that it will require less than 30 minutes of downtime to complete the necessary updates. Your account team will still reach out to you with the scheduled date and time for your downtime window as soon as it is available. Please reach out to them if you have any questions.
In 2018, we invested in infrastructure updates to significantly reduce planned downtime during releases, and since then we have rarely required any scheduled downtime. As we have continued to work to improve our infrastructure, we need to schedule a significant downtime (up to 3 hours) during the beginning of February.
While downtime is never ideal, the purpose is to deploy an infrastructure upgrade that will even further reduce the need for downtime in the future as well as increase our ability to deliver innovative features in our product. The upgrade focuses on enhancing our data storage and access capabilities to provide much more flexibility in the future. This upgrade requires us to release on a rolling schedule during maintenance windows, the typical periods of minimal traffic. Your account team will reach out to you directly to confirm your scheduled date and time for downtime as soon as it is available.
Because this planned downtime is more substantial than planned downtime in the past, we want to provide a comprehensive communication plan. In addition to the blog post, your account team will be reaching out to you with initial information (including the specific date and time of your scheduled downtime window when it is available). We will provide in-app notifications to remind you about the upcoming downtime, as well as additional in-app notifications tailored for your account based on your downtime window. Finally, we will also provide in-app notifications to remind all active users in Khoros Care immediately prior to the downtime taking place, as well as updating our Status Page with information.
If you have any questions or concerns, please reach out to your account team. We thank you for your patience and flexibility with this upcoming downtime.
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We have been investigating issues regarding the Po.st link shortening service in our products. We have just been informed by the Po.st service brand owner (RhythmOne) that they are no longer supporting the Po.st link shortening service or related analytics.
Customers that use Po.st as their link shortening option in Khoros Marketing or Khoros Care will no longer be able to authenticate Po.st accounts, any published Po.st links will no longer be shortened, and any metrics from published Po.st links will no longer update with metrics. Below you will find additional information on the process of selecting and authenticating a new link shortening service. Khoros Marketing Customer s have the option of using the Khoros Bitly service as a default solution or authenticating their own Bitly or Blink/BudURL account. To learn more about how to authenticate your link shortening service, read our help article HERE . If you have additional questions or issues, please contact Support. Khoros Care Customers have the option to authenticate any of the following services: Bitly, Blink/BudURL, or Firebase. To update your link shortening service, please contact Support. You will need the API key and other information based on the shortening service selected.
You can find more information on using our Case Portal to contact Support HERE . If you have issues using the Case Portal, email firstname.lastname@example.org with your issue and one of our Support team members will reach out to you to help resolve any questions or issues. Optional: We have an excellent partnership with BudURL/Blink link shortener and are happy to connect you with our Blink point of contact if you would like to get more information about their services.
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