We are Khoros . Fifteen years ago our legacy companies, Spredfast and Lithium, both grew their roots in Austin, TX, and we’ve grown quite a bit since. Our city is world-famous for its live music and BBQ — but September 9 -11, digital leaders are taking over. Let us introduce you to Khoros Engage .
Khoros Engage will bring together digital customer engagement professionals for three days of networking, keynotes, workshops, and, expanded due to popular demand — product training sessions. Our mission is to help you be all-ways connected with your customers — to know who they are, what they want, and how you can meet them wherever and whenever they want to connect. At the Fairmont Austin Hotel, we’ll be joined by the industry’s most innovative minds including Bumble’s Chief Brand Officer Alex Williamson and #1 Bestselling Author of Digital Leader, Erik Qualman.
We know this is going to be a great event, but don’t just take our word for it:
“There are some conferences that just aren't worth sending my team to. This isn't one of them." — Douglas Craig, Fandango’s VP Content Strategy & Programming
I n case you (or your boss) aren't convinced yet, here are the top three reasons why you should attend:
1. Understand the industry
Welcome to the fastest-growing tech city in America. Spend your time here chatting with industry leaders after hearing how our fellow-Austin based company, Bumble, built a digital community and brand affinity. Keynote speaker Alex Williamson (who was named to Brand Innovators’ “Women to Watch” in 2018) will address how Bumble communicates its vision and voice through content, social media, and customer service.
You can also expect fresh insights from author Erik Qualman, who will show you the strategic mindset you need to be a better digital leader. For a preview of Erik’s keynote, read our Q&A blog post about him here . Throughout the weekend you’ll get the chance to see the tech industry through different lenses, especially during breakout sessions, where companies will present several case studies relevant to customer engagement.
2. Make connections
Khoros customers and employees live all over the world — from San Francisco to NYC to London to Bangalore. While video chats are great, we are thrilled to get to talk in person. With more than 700 attendees from more than 300 brands making their way to Austin, Khoros Engage is an excellent opportunity to expand your network. Speak with a wide range of digital customer engagement professionals, from practitioners to executives, in every industry.
Although the scale of this event is large, our focus on small groups means you’re sure to make personal connections with attendees who are looking to network and share insights. With representatives from industry leaders like Google, Adobe, AAA, Fidelity, and eBay in the crowd, the opportunities for collaboration are endless (we can attest that great work can be produced over breakfast tacos).
3. Become a power user
We’ve loved hearing your excitement for our new Khoros customer engagement platform. More powerful than ever before, the Khoros platform offers you expanded capabilities not possible with Spredfast or Lithium alone. We realize that with new features and capabilities comes a learning curve.
At Khoros Engage , Khoros customers can sign up for one of our three product training sessions , held on Monday, September 9. Each training session will be led by the Khoros product enablement team and centered on our three solutions: Care, Marketing, and Community. Customers who attend Community training will also gain Community Manager Certification II.
Additionally, you’ll have the opportunity to join roundtable discussions in our workshops and our case study breakout sessions. Workshops will provide you with the opportunity to discuss best practices with peers and breakout sessions will offer an in-depth look at successful case studies from companies in attendance.
We could keep going, but we think you see what we’re getting at.
We are excited for Khoros Engage and we are more excited to see you there. Learn more about all things Khoros Engage on the event website where specifics about the agenda, product trainings, pricing, logistics, and keynote speakers are available. Keep up with us on social media by following @KhorosLLC and using #KhorosEngage .
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We’re excited to announce significant new enhancements to our industry-leading digital customer support solution Khoros Care . As of July 11, 2019, all Khoros Care customers will have access to branded in-app messaging, automation framework, and agent activity metrics — all included with your current Care subscription. In addition, Khoros Care now supports Apple Business Chat and WhatsApp for businesses interested in leveraging these channels in their customer care workflow.
Khoros Care customers can leverage these new features to add immediate value:
Branded in-app messaging offers your customers a contemporary messaging experience within your existing, brand-owned mobile app.
An enhanced universal automation capability enables you to fully leverage the promise and power of AI, offloading repetitive or routine tasks to keep agents focused on providing the customer experience your brand is known for.
Industry-leading agent activity metrics provide a powerful new set of measurements designed to properly account for agent performance so that you can run your digital engagement team with the same efficiency and utilization metrics as your call center.
Apple Business Chat and WhatsApp integration options allow your brand to use consumers' preferred method of communication — texting — and shift volume away from phone support.
Read on for a detailed look at how each of these innovations help your brand to deliver better, more efficient customer care than ever before — and reap the savings and customer satisfaction that come with it.
Branded In-App Messaging
Khoros Brand Messenger provides the tools you need to build contemporary messaging into your branded mobile app. Khoros provides a software development kit (SDK) for both IOS and Android so that you can quickly build mobile messaging into app messaging that flows through Khoros Care’s unified workflow console just like any other messaging.
Branded in-app messaging means your business can participate directly in messaging, the most exciting new development in customer care. And, you can do it in a channel that you own and control: your own branded messenger, built right into your mobile app. With help from our technical and professional services teams, you’ll be up and running quickly.
The Khoros Automation Framework is an agnostic service that supports integration of any bot or AI-assisted robotic process into the Khoros Care workflow. This framework offers you a no-compromises path to automation: It’s an incredibly feature-rich application programming interface (API) integration that extends well beyond simple chatbots, allowing you to connect any automation into the Khoros Care Platform. Get ready for summer: Bring your own bot.
Agent Activity Metrics
The Khoros Summer Innovation Release also includes our patent-pending Agent Activity Metrics, a fully redesigned and industry-leading set of metrics illuminating social media/digital agent utilization and efficiency by providing the data you need to drive your workforce management and staff-planning tools.
Khoros Agent Activity Metrics was developed with direct input from many of our largest customers — customers who needed real-time, granular data to drive dynamic staff-planning models — to provide insights into agent efficiency and utilization and to help prepare and scale up as digital engagement teams grow from 10 to 50 to 500 to more than 1,000 agents. Agent Activity Metrics provides the insights you need to grow and deliver on your cost and satisfaction-centric business objectives.
Apple Business Chat and WhatsApp
Last but not least, the Khoros Summer Innovation Release also includes support for Apple Business Chat along with the world’s leading messaging service — WhatsApp. Both flow through the Khoros Care unified social media and messaging platform, so setup and use by agents are straightforward. “What about re-training?” you may be asking. Because both of these follow the workflow you’ve already established, there is no re-training. How’s that for easy implementation and cost-control?
Want to learn more?
To get going with these new enhancements, simply connect with your account executive. They’ll be happy to discuss what Apple Business Chat, WhatsApp, Agent Activity Metrics, Automation Framework, and our In-app messaging SDK can do for your brand. And if you’re not currently a Khoros Care customer, request a demo here .
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Building your brand on Pinterest means you have the ability to have an organic presence together with paid ads, but it is often the organic Pins on Pinterest that can truly take on a life of their own. Khoros customers have proven that having an organic brand presence on Pinterest is one of the most powerful ways to connect meaningfully with target customers and reach goals in driving engagement, traffic, and conversion.
We already know that Pinterest users engage differently than on other platforms that are focused primarily on social interaction. People plan for things big and small on Pinterest –– meals they’ll cook, products they’ll buy, how they’ll decorate their homes, and increasingly where they’ll travel and the next car they’ll buy. They are often actively searching for specific visual content in order to inspire ideas and decisions, and are designing their lifestyles and everyday preferences.
Typically, their intent is commercial and is ultimately to buy something. That said, like on all mediums, sometimes Pins that feel too much like salesy advertisements don’t resonate… but content that is helpful, utilitarian, and taps into personal tastes, desires, and creative expression certainly do.
And, if you can provide your audience with content they find intrinsically valuable, “saves” can drive a unique form of earned, organic reach that can live in perpetuity. When someone “saves” your Pin — the analogue of which is someone tearing a page out of a magazine and putting it up on their fridge — they are indicating intent and desire to take action on that Pin in the future.
Unlike organic posts on other platforms, the life of a successful Pin can be a long one — it can continue to drive engagement and traffic for months, and in many cases, years. That sort of marketing longevity is unheard of these days in a world full of viral memes and fleeting instant celebrity.
This is not to say that Promoted Pins don’t have a place in a winning Pinterest strategy. But when you start first with a foundation of an organic presence and content, building your brand successfully on Pinterest becomes easy. Khoros customers who start first by scheduling and publishing incredibly engaging organic content via our platform see their Pins saved 58 times on average.
So how do our customers do it? Here are three tips towards Pinterest holistic success.
1. Know your audience
Hot Topic ’s young demographic of approximately 6.7 million monthly viewers on Pinterest is a very active group. Compared to traditional social channels, Pinterest represents Hot Topic’s largest reach among a youthful audience — more than 45% of their entire audience across all social channels.¹
And in terms of measuring success, Hot Topic Pins have a long shelf life, making analytics results something that must be tracked and measured over months and years. To keep boards fresh and their audience inspired, Hot Topic adds new organic Pins daily.
Hot Topic has found success in creating boards that sometimes focus on specific brands and interests (i.e. Disney, Harry Potter, or Marvel Comics). Other boards highlight thematic categories like t-shirts, hair, DIY, or anime.
A great example of organic content that is tailor-made for Pinterest is Hot Topic’s “DIY Not?” board, which combines both thematic and product-specific inspiration. On average, Pins to that board get over 2,000 saves. One of their highest performing Pins is a DIY corset t-shirt tutorial and was saved a whopping 8,000 times, generating a total of 740,000 impressions and 10,000 clickthroughs to the women’s t-shirt page on the Hot Topic website.
2. Focus on creating great organic content with evergreen potential
For Khoros customer Sally Beauty , this means constantly evaluating their overall online content strategy and goals. As the largest distributor of professional beauty products in the U.S., Sally Beauty aims to take the intimidation factor out of DIY beauty by posting long-form educational content that includes ideas, how-tos, and inspiration.
In lieu of a blog, Pinterest became the obvious place for them to reach and inspire an audience of approximately 3.2 million monthly viewers. Key Pinterest moments for Sally Beauty are sometimes in advance of an important holiday or annual event (Halloween and Valentine’s Day are great examples). That said, evergreen content can also perform consistently well throughout the year, thanks to Pinterest's inherent, self-sustaining nature of search and discovery. Great content rarely “expires” in its ability to reach the right audience.
Sally Beauty’s Pins sometimes feature specific products, but not always. A great example of one of these types of high-performing Pins contained long-form knowledge about “ hair porosity ”. That Pin drove over 75,000 impressions and hundreds of clicks to SallyBeauty.com.
It’s also worth noting that their organic and promoted content creation and promotion strategies are fully aligned. Sally Beauty’s paid ads team monitors the performance of organic Pins closely and promotes high performing Pins to extend their reach even further, all through the Khoros Platform .
3. Measure, reassess, measure again
Harley-Davidson ’s Pinterest strategy has evolved over time. While Pinterest has been a consistent driver of e-commerce traffic to Harley Davidson’s website for the past several years, it’s not always easy to measure impact. This is largely due to the fact that while sometimes great content takes off immediately, sometimes Pins take time to get discovered by their audience of enthusiasts.
Harley-Davidson aims for a diversified Pinterest strategy that includes regularly posting both product-specific as well as inspirational content, and they are always looking to refine their approach based on the e-commerce and sales metrics they track.
A great example of an organic Pin that has performed well over a sustained period of time is this dark custom motorcycle Pin .
How Khoros can help
If you don’t have a strong organic content strategy on Pinterest, you may be missing an entire audience of people who are looking to engage meaningfully with your brand. Khoros offers robust Pinterest marketing and publishing capabilities, as well as strategic services to help think through how to approach the platform and build unique content that inspires. We’re ready to help you take advantage of the full power of an organic Pin. To learn more, visit the Khoros Marketing overview .
1. Statistic provided to Khoros by Hot Topic for use in this blog post.
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