AnnaL
Khoros Alumni (Retired)
Joined 7 years ago
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Journeymapping and Actioning Your Feedback: Part 2
In 2020 Khoros assembled a Customers for Life / Customer Experience department, a team focused intently on improving users’ experience. My role in Customers for Life focuses on Journey Mapping to understand what our users perceive at each stage of their journey with Khoros. In late 2020, I interviewed Marketing users on their journey, presented the themes of the feedback internally, and summarized the first wave of actions Khoros took with this feedback. Since then we’ve continued driving improvements and wanted to share the ongoing Khoros initiatives that are rolling out to improve the experience for Marketing users. 1. The Titans Have Landed Making connections and learning from your peers is an important part of being a Khoros partner and in these times we need digital connections more than ever. Khoros’ new user recognition program launched in February and is ready to welcome Titans from around the world! Becoming a Titan grants you access to a private Group Hub for product discussions, Zoom Roundtables to network with peers, and new opportunities to take part in Early Access for product features when they become available. Check out the qualifying activities (we’re calling them Feats!) to become a Titan. We hope you feel encouraged to engage with Khoros in your preferred way to gain access to Titans - if you’d like to be a part of Titans but aren’t sure you qualify just yet, please reach out to our co-ordinator AryannaK or I and we can support you on your journey. 2. Case Portal is Valuable - How Do I Get Access? The Case Portal is our online Support hub that lives on Atlas where you can raise tickets, escalate cases and view the history of your ongoing Support interactions. Many of you said it improved your Support experience to have everything in one place, so we thought of ways to make it easier for new users to get access to Case Portal. Users can already check on and escalate Support cases via Maia, but we went one step further and built a workflow in our bot Maia that allows a new user to configure Case Portal access in one step: Simply open Maia and say “Add Case Portal Access”. They’ll guide you through a short process and you’ll be a convert to the Case Portal in no time. 3. Advanced Education: Webinars We heard that you wanted more guidance and examples of how to use the product and were keen to switch up your learning methods. Step-by-step guides and docs are great to learn the basics, but what about when you want to level up your feature knowledge? Our teams have been building out deep-dive sessions that give you expert users the inspiration and direction to get the most out of features. The Advanced Product Webinar series kicked off this week - be first on the attendee list for the next Marketing webinar by joining the Event Hub here. There are even more exciting things in the pipeline but I have been sworn to secrecy for now - please keep an eye on this Marketing blog for updates. I’ll be speaking with more customers this spring and summer about their journeys to understand new opportunities for improvement and gauge the reaction to changes so far. If you’re interested in participating please don’t hesitate to reach out!96ViewsSign in to react to this post0CommentsJourney Mapping and Actioning Your Feedback
In August, Khoros launched a new organization called Customers for Life; an internal team focused maniacally on our users’ experience. The team is responsible for areas including the foundation and knowledge for product use with Khoros; email and in-app engagement to make sure you're receiving the right information at the right time; and user loyalty programs. Part of my role focuses on user Journey Mapping and Analytics. My goal is to understand the customer through conversation and data to feed these insights to the other teams in Customers for Life and departments across Khoros. My day-to-day involves talking to our customers - encouraging honesty and open feedback about their experience and the journey they have gone through, pinpointing the areas Khoros does well, and understanding in greater detail what is causing pain and needs addressing. This has been a blast - I love talking to people! Over the last three months, I've focused on Khoros Marketing customers and spoken to people worldwide, from Seattle to Saudi Arabia, hearing many perspectives and a lot of feedback on what is working well and what is not. This article summarizes what I heard and details what Khoros is doing with this feedback to improve our customers’ experience. Below, we cover 4 topics that are trends we’ve heard from our Marketing users. Accessing Atlas Product Coaching Onboarding after getting started Industry Recognition 1. Can Accessing Atlas Be Easier? We heard your feedback that clicking into Atlas wasn’t straightforward: is this the same platform as the Marketing tool? Are my credentials remembered? Do I need to register again? Atlas hosts some of the most valuable resources to supplement your platform use, and accessing it should be super simple. Whilst SSO is coming, we took this feedback to our teams immediately and built some crafty ways to log you straight in. Now when you click onto Atlas, it signposts you, the Marketing user, to click straight through. No need to remember another set of log-in details. Try this out when you’re next accessing Atlas: More Details Here 2. Product Coaching ROCKS We heard that having a Khoros Product Expert available to you and any member of your team at a convenient time is great. Many of you said you wish you had the time in the day to do more sessions. Many noted that group sessions would help you use it more: multiple users in a session would provide consistent knowledge to your whole team, making sure you're all aligned on the org's use case and all of the questions have been asked and answered—no uncertainty on who's been trained on it; no repeating yourselves. We can't stop time, but Group Sessions might be able to save you some. Subscribe to this page to be notified about Group Coaching as soon as it launches; we’re aiming for a January 2021 release date currently. In conjunction with a few others, our team is also currently in discussion on how to best set up regular Webinars to educate you and your team on topics like a new product release (think the LinkedIn Ads launch) or features regularly in demand. We’ll feature guest speakers from around our business to give you an expert perspective. Even if you can’t make it at the time, all registered users will receive links to the recordings posted on Atlas. This program is still in the early phases of development, so keep an eye out on your newsletters and Atlas for future announcements. 3. What To Expect When You're Onboarding Marketing users change all the time in your lean, nimble social teams. Many of you weren't sure what happens when you set up a new user in Marketing - could Khoros prompt us to any resources? Could Khoros help us train them? We heard you say that you'd like more guidance from Khoros for the new user, and you also want personalized education for their exact job. With this feedback, in October, Khoros launched a new user onboarding introduction - a set of emails sent to the new user in their first four weeks. The emails welcome the user, show them how to register for Atlas, introduce them to Product Coaching, and summarize where to go whenever they need help. Bitesize and informative, each email arms the user with the basics to get familiar with the platform and supporting resources. For in-depth sessions, unlimited 1:1 Product Coaching can level up any user on their specific use case. 4. Industry Recognition In Demand Social moves fast - many of you are learning what works on your networks and for your market daily and weekly. We heard many of you say you'd love to be connected with brands like your own, understand how your peer group is approaching challenges in the market, and for Khoros to open up a forum to share and learn innovative practices. Many of you had the experience of connections through Khoros before - at company events or industry roadshows - but you wanted to see a formal program from Khoros to connect you with your peers regularly. We are building out a brand new User Recognition Program, giving you the recognition you want and rewarding you for meaningful interactions with Khoros products, supporting resources and services. We are using feedback from these conversations to design this and we hope to start recognizing you all via the program in early 2021. Thank you again to everyone who took part in these interviews. I will post once a quarter on our initiatives on the Marketing Blog and include a link to new articles in the comments here. I'll continue to take a regular pulse from our Marketing customers moving forward to gauge the success of our new programs. Please get in touch if you’d like to be involved in any future feedback sessions.ViewsSign in to react to this postComments
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