suemacaluso
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2023 Customer Awards: Qlik - Best-in-Class: Digital Customer Service
Company: Qlik Company background: Qlik helps enterprises around the world move faster, work smarter, and lead the way forward with an end-to-end solution for getting value out of data. Our Active Intelligence Platform® is the only one on the market that allows for open-ended, curiosity-driven exploration, giving everyone – at any skill level – the ability to make real discoveries that lead to real outcomes and transformative changes. Contact: Suzanne Macaluso Title: Sr. Advisor, Digital Platforms Related URLs: https://community.qlik.com/, https://community.qlik.com/t5/Events-Webinars/bd-p/qlik-events-webinars, https://community.qlik.com/t5/Qlik-Gallery/bg-p/qlik-gallery, https://community.qlik.com/t5/Support/ct-p/qlikSupport?launchChat=1, https://community.qlik.com/t5/About-Ideation/ct-p/qlik-aboutideation, https://community.qlik.com/t5/Blogs/ct-p/qlik-community-blogs Kudos Category: Best-in-Class: Digital Customer Service 1. What challenges did your organization face that required a digital strategy? Provide details on the issues you were trying to resolve or the goals you were trying to achieve. (e.g. reducing handle time, improving CSAT, reducing per-interaction costs, revenue growth, cost savings, etc.) Our challenge was ensuring all our customers, partners, prospects, educators, students, and data lovers had a place where they could collaborate with each other and with Qlik 24x7. We wanted to provide a place where we could help people solve problems, learn, and self-serve. 2. Which Khoros elements did you implement as part of your digital solutions? Include details on the channels or tools you added and how your solution was unique and innovative. The only way to solve our challenge was to have a digital platform, a "Community." So, at the end of 2018, we re-launched the Qlik Community, powered by Khoros. Today, our Qlik Community supports our vast Analytics and Data Integration portfolio. 3. What quantifiable results were achieved? Please include key success metrics. (e.g. revenue growth, cost reduction, CSAT, call deflection, agent efficiency, response speed, resolution rate, etc.) The team at Qlik effectively measures and showcases tangible business return on investment (ROI) by evaluating key metrics such as Community growth through new member registrations, active user percentage, engagement percentage, and overall traffic. Special Thanks: Hope Parker Case Study Opt-In: YesRe: Announcement: AddThis Share button - End of Life
Oh wow, we had no idea until our icons broke. We even had a case opened, and support didn't seem to know at first, and our account team never brought it up. Easily disabled in both stage and production. We do hope this will be revisited as we used that social share feature.2023 Customer Awards: Qlik - Best-in-Class: Community
< Company: Qlik Company background: Qlik helps enterprises around the world move faster, work smarter, and lead the way forward with an end-to-end solution for getting value out of data. Our Active Intelligence Platform® is the only one on the market that allows for open-ended, curiosity-driven exploration, giving everyone – at any skill level – the ability to make real discoveries that lead to real outcomes and transformative changes. Contact: Suzanne Macaluso Title: Sr. Advisor, Digital Platforms Related URLs: https://community.qlik.com/, https://community.qlik.com/t5/Qlik-Gallery/bg-p/qlik-gallery, https://community.qlik.com/t5/Support/ct-p/qlikSupport?launchChat=1, https://community.qlik.com/t5/Blogs/ct-p/qlik-community-blogs, https://community.qlik.com/t5/About-Ideation/ct-p/qlik-aboutideation Kudos Category: Best-in-Class: Community 1. Describe the organization's objectives in launching a Khoros community. What is the use-case and purpose of your community (support, enablement and learning, marketing awareness, customer success, driving sales, product innovation, etc.)? Has the community charter evolved since its launch, and if so, how? We re-launched the Qlik Community, powered by Khoros, in 2018 to provide an improved collaborative learning space for our customers, partners, prospects, students, and data lovers. Today, our Qlik Community supports our vast portfolio of Analytics and Data Integration products. 2. How did the community get brought to life? Was there executive/business/stakeholder buy-in? What was the process to gain this buy-in? How was cross-functional support and organizational adoption achieved? The first step in bringing the new Khoros Community to life was ensuring our executives saw the value of this collaborative space where we could discuss all things Analytics and Data Integration. Ensuring they understood that this would be the Qlik space that can be reached 24x7x365 3. What were the results? More revenue generated, a reduction of costs, improved customer experience, more innovation, etc.? Tell us how Khoros helped you achieve those results. Please include quantifiable metrics if possible. The team at Qlik effectively measures and showcases tangible business return on investment (ROI) by evaluating key metrics such as Community growth through new member registrations, active user percentage, engagement percentage, and overall traffic. <Supporting visuals: Please include any supporting visuals/graphics into your above answers. Insert them into your text copy, so we’re clear on desired positioning of the graphics. We will accept videos for this entry. All videos must be submitted as publicly viewable links on YouTube or Vimeo.> Special Thanks: Hope Parker Case Study Opt-In: Yes
