Welcome to the Events: North American group hub! We will be highlighting all of our digital and live events. Join this group to learn more about the event or to communicate with fellow event attendees. A member of our Event Marketing team will be managing this space and making updates as we have more information to share out.
Until we have more information to share don’t forget to register for our largest digital event Khoros Engage , October 14 2020.
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Our Retail Trends Talk is now available on-demand!
Take a quick 20 minutes to hear about the top five trends retail marketers must pay attention to in 2020 from our Strategic Services team.
Here's a preview of what to expect:
Watch the full video to keep pace with 2020's ever-changing trends!
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Retail trends are constantly changing, forcing marketing retailers to adapt social and digital strategies to keep pace. To make sure you’re ahead of the curve, our Strategic Services team used Khoros Intelligence to make a report outlining the five most important trends for retailers to pay attention to in 2020:
The retail industry’s growing reliance on AI & machine learning
New advances in augmented reality to help customers find new items based on their preferences
The rise of TikTok as a tool for connecting with younger audiences
The need for product customization in a climate where demand for personalization is growing
The importance of brand ethics and values, particularly in the wake of COVID-19
Read about these trends!
Also, make sure to reserve your spot for our Trends Talk on June 11th at 11am CT where Strategic Services’ senior analyst Justine Braun will discuss these trends and how they impact businesses and host a Q&A at the end.
Save your seat here!
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In case you were unable to join us for our COVID-19 Marketing Strategy & Community Moderation webinar, we wanted to provide you with a full recording here , and if you're more of a reader, check out our quick Tips to Handle the Surge to Social tipsheet here.
Social Marketers, Community Managers, and Digital Care professionals around the globe are facing an unprecedented challenge to adapt their strategies in the wake of COVID-19. Fortunately, the Khoros Strategic Services Team has provided actionable strategies to understand how to best tailor your content and community management approach for customers and audiences during the COVID-19 crisis.
Best practices related to community moderation across social channels
How to anticipate customer needs in relation to marketing strategy
Crisis management and listening best practices
Things to consider when planning your content calendar
What notable brands in the industry are already doing
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Khoros hosted multiple webinars recently with our Khoros Care customers to share practical strategies and recommendations to best support your customers during the COVID-19 crisis. Here are some of the most frequently asked questions and answers from the webinars.
How long does it take to implement the simple welcome response bot and how much does it cost?
The simple welcome response is currently in early access. We can enable it within one business day, but it requires three pieces of information:
The message you want to send
If you use the Business Hours capability, provide the messages for during business hours and after business hours
The channels and handles you want this enabled for
Can be used for private messaging channels (e.g. Facebook, Twitter, WhatsApp, Apple Business Chat, etc.)
Your preferred language
While in early access, Khoros will need to set the welcome response up for you. Once we GA this functionality, you will be able to manage this configuration yourself in Account Admin.
The simple welcome response is currently included in the Khoros Care base platform at no additional charge during this early access period.
How long does it take to implement triage and FAQ bot use cases?
Existing bots can be plugged into our automation framework and running in as little as 3 to 4 days, depending on the complexity of your use cases. Implementing Khoros Bot takes about 2 to 3 weeks due to development, the complexity of the use cases and appropriate responses to direct customers.
If there is a shortage in laptops should we ask agents to work in the Khoros care mobile app? If so, how?
Yes, absolutely. If you do not have mobile access enabled and would like to have it, please open a support case. It is a quick and easy handoff to your agents if you are low on laptops, but be aware that the workflows are different. On the mobile app, agents must claim the conversation, otherwise multiple agents may be working on the same conversation. Also, do not forget to enable push notifications so you can see when you get a response from a customer you have engaged with.
If you are going to have agents working on the mobile app, they still need to be in a low-disturbance environment where they can maintain customer privacy and be focused.
Can you talk about how live workforce utilization can be used and when it will be available?
The live workforce utilization is especially helpful for while transitioning from a call center to a remote work atmosphere, as you are able to have a live view of your agents’ activity. You have the ability to monitor relevant statistics to gain insights into your team’s performance, capacity, and behaviors, and to identify any issues.
This utilization will be available beginning in April.
If you would like to watch our Using Khoros Care in a Public Health Crisis webinar, we wanted to provide you with a full recording here.
If you’re more of a reader, you’re in luck, because we have a playbook here with everything covered in the webinar!
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