Hello Atlas members! If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today !   Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Hospitality Brands: Facing the Pressure with Digital Solutions + NEW AUDIBLE VERSION  -  It’s clear that travel brands need to expand their reach into new channels and customer engagement methods, but what might be the best path to accomplish this? Read or listen to find out!  Serving Customers in the Face of Crisis: Redux + NEW AUDIBLE VERSION  -  In an age when everyone can be a video journalist or digital columnist, a brand’s simple mistake can cost hundreds of thousands, if not millions of dollars.  A Cautionary Tale: The time TikTok users shut down a billion-dollar company’s page  -  When it comes to crafting TikTok content, there are a lot of tips and tricks floating around the marketing industry.  Making something truly worth watching is one piece of advice that seems to miss these knowledge roundups.  Managers and Mental Health: Managing Crisis Moments  -  We wanted to share some key learnings and helpful tips for navigating being in the weeds of social media while also taking care of your mental health. Digital-First Customer Service: The logical next step beyond self-service (Webinar Clip) -  Brands have created a CX monster — beginning when customers are directed to “Call our 1-800 number.” Listen to Lans Crauer, Khoros Senior Business Value Consultant, share how brands can unravel this customer service mess to help deliver a truly digital-first, omnichannel experience.  Marketing Create an unscheduled message  -  Sometimes, you need to save a message as a draft without specifying a Publish time/date.  This can be useful if you want to build up a bank of approved content for later use or when you want to prepare messages for crisis communication. How to build your social media safety net  - Marketers have enough challenges right now — brand protection shouldn’t be one of them. In this webinar, we’ll show you how to simplify and streamline brand protection.   Care Best practices for managing a crisis  -  Crises can rapidly increase social traffic that demands an apt response from your brand and some measure of follow-up reporting.  Care provides the tools you need to capture and report on crises as they unfold. Crisis Management in Khoros Care  -  Every Social Care team should be prepared for an unexpected spike in inbound contact volumes. While such spikes can sometimes be caused by an unanticipated crisis situation, the cause may also be benign or even positive. Communities Best Practices for Community Management in a Crisis  -  In times of crisis, digital engagement has become the primary channel for interactions. This represents a huge shift for many businesses while most employees are also under a tremendous amount of personal stress. There are three main reasons why now is the best time to focus on your online community.  Community Settings and Features for Crisis Management  -  During a time of crisis, whether it be global or brand-focused, it is important to continue to communicate with the members of your community and your employees.  A brand community is the best way to help your people help each other and can substantially ease the load on other digital channels.   Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right), and type Customer Access. Upcoming Khoros x Slalom Connect | Austin, TX [In person event] February 23, 2023 | 11:00 am - 5:00 pm CT Slalom Austin Offices | 816 Congress Ave, 19th Floor Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. High five to @jamiemccardle and @tyw for creating a great discussion about clever ways to use side menus on a community!   What are some best practices around awarding ranks and badges in the community? Thanks to @FrankEll, @jamiemccardle, and @JasonHill for the helpful back and forth on this issue!   Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors:  @StanGromer, @Lief, @tyw, @sdhake, @keithkelly, @CarolineS, @rmikolajczyk,  @jamiemccardle, @Drew_C, and @katieoreilly! Want a chance to be a part of this elite group? Learn about what it takes to ascend to Titan status ... View more

Welcome back to Titans of Customer Engagement, A Customer Experience Podcast proudly presented by Khoros. This week is a fun one with Khoros VP of Automation, Gijs Van De Nieuwegiessen (@GijsN). With a background in user experience and conversational AI, Gijs just might have a pretty good idea of where technology and automation are heading. Here’s a sneak peek into the episode The beginnings of Flow.AI and the Khoros automation framework Supporting agents with automation by listening to their pain points The velocity of conversational AI technology in different industries Using AI to help customers better utilize social channels to get what they want Guiding bots to be partners on our journey to create Check out these Khoros resources for more information Take a tour of our Accelerated Community Management solution The High Cost of Low Agent Retention + NEW AUDIBLE VERSION  A Deep dive into AI entering the creative space Lensa AI photo editor faces backlash    To hear more interviews like this, subscribe to Titans of Customer Engagement on your favorite podcast platform. Apple Podcasts Spotify Amazon Google Podcasts ... View more

Hello 2023! We can't believe it either. From all of us at Khoros, here's to a great new year of digital customer engagement. If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. It's Time To Update Your Thoughts on A.I.   Is it a best practice to lag behind and spend money on powerful tools only not to use them to their full potential? Time to optimize your workflows with automation. Managing your brand during a crisis As we’ve learned over the past year, a crisis can occur at any time. Being prepared for a crisis, be it political, social, public health-related, or something else we can’t imagine yet, is essential. Your brand will be stressed no matter what -it's best to eliminate the stress you can control, rather than come at it flat-footed.  Strategic Services: Weekly Trend Report   Khoros Strategic Services provides a weekly pulse on the top social trends, the latest social platform updates, and important world events. Subscribe to the Industry Trends label and stay to date!   Marketing Block publishing of potentially offensive images in Social Marketing   Introducing a new AI-based image detection capability that will help prevent potentially offensive images from being published on posts. Prevent potentially offensive images from being published on posts with new AI-based image detection capability that will. 3 Best practices for Approval Workflows + Tune-Up Checklist When it comes to protecting your brand, automated and configurable approval workflows allow for the right sets of eyes to greenlight content before it gets pushed live to your social pages. These are the guidelines the greatest brands in the world follow for effective approval workflows.   Care An Interview for Change: How AI and Automation Drive ROI   A simple solution would be to let bots tag routing and prioritize whatever time or click-heavy tasks you're agents have to do. Take clicks off the agent's plate. Creating Highly Efficient Teams with Push-Next By enabling this push-next queue configuration option , you can better control the conversations that are available to agents and ensure that all users receive a response in a timely manner. The Hybrid Future is Here: Let’s modernize your agent's experience .   Improve agent experience by pairing some out-of-the-box thinking, and the wide range of capabilities found within Khoros can make a difference in your digital contact center.  Practical Strategies To Handle Volume Spikes and Restricted Capacity   With an influx of volume and unpredictable spikes, there are good options to better operationalize your agents in Khoros Care. This article highlights immediate automation opportunities and offers some strategies and guidance on how to proceed.   Communities [Podcast] Using Feedback to Fuel Progress, with LogRhythm’s Matthew Cowan   This week we sit down with Matthew Cowan , Community and Knowledge Manager for LogRhythm . After a successful community relaunch, Matthew’s recent work focuses on marrying community function and experience through a series of projects to streamline customer enablement. Community Self-Service + Accelerated Community Management   Give your customers the accurate responses they want while opening up more opportunities for customer satisfaction, loyalty, and positive “voice of the customer” feedback. Take a tour of our Accelerated Community Management solution . [Podcast] How to Make Community Crucial, with Invoca’s Maria Ogneva This week we sit down with Maria Ogneva ( @themaria ), Sr Director of Community & customer marketing at Invoca to break down how to build a wide-reaching and stable digital community.  Hear first hand how to position your community to benefit both your customers and your colleagues.   Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right), and type Customer Access. Available On-demand Snack Breaks & Hot Takes: Essential community features and tools for 2023   Top Engaging Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. High five to @CyJervis for helping @katuksahni   create spaces for their product team   to engage with customers (and earning an Approved Solution)! Kudos also go to @lolagoetz and @Lief for sharing additional helpful context. Thanks @JasonHill and @StanGromer for   chiming in   to help @ab_melissa on a few possible ways to pull reports on users active in the last 30 days, including sharing details on some limitations of different methods. You rock!     Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @sdhake, @StanGromer  , @Lief , @VikasB, @keithkelly, @CarolineS, @lolagoetz  , @jamiemccardle , @Drew_C  , and @JasonHill !   Want a chance to be a part of this elite group? Learn about what it takes to ascend to Titan status ... View more

Welcome back to Titans of Customer Engagement, A Customer Experience Podcast proudly presented by Khoros. This week we sit down with Matthew Cowan , Community and Knowledge Manager for LogRhythm . After a successful community relaunch, Matthew’s recent work focuses on marrying community function and experience through a series of projects to streamline customer enablement. Here’s a sneak peek into the episode Balancing workloads to keep the lights on with the need for improvements in community. Using feedback to understand what customers are searching for on your community. Making progress on long-term projects while making incremental improvements. Key takeaways for organizations that may be considering revamping or relaunching their community. To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one. Apple Podcasts Spotify Amazon Google Podcasts ... View more

Hello Atlas members! Don't forget the Khoros Holiday Freeze is coming up! Learn what to expect for non-critical platform maintenance during the holidays If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today !   Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Event recap: Forrester CX NA Conference 2022 Recapping the emerging trends in one event shows the level of care and understanding Khoros strives to deliver to our customers and, by extension, your current and future customers. Hospitality Brands: Facing the Pressure with Digital Solutions + NEW AUDIBLE VERSION It’s clear that travel brands need to expand their reach into new customer engagement methods, but what might be the best path to accomplish this? Thankfully, Khoros’ customer Airbnb has provided a perfect game plan. [Podcast] Customer Experience As a Two-Way Conversation In this episode, Nate Jaffee (nateprayt) , Head of Strategy at Praytell , talks to us about customer relationships, customer expectations, and overturning the belief that the customer is always right. True story. By listening to his customer’s conversations, today’s guest not only understood their business better but also scored hundreds of followers on his oceanography Twitter list. Marketing Beyond surveys: Go deeper than customer feedback These days, top brands are going deeper, digging into conversational data points that customers provide every day, without even being asked, to get more insight into their CX. How General Motors Found a Best-in-Class Social Media Management Solution with Khoros The GM Social Media CoE needed to find the best listening, engagement and customer care tools to deliver a first-class experience across social for its fans, so they decided to reevaluate GM’s social media management software to better deliver on that promise. 2023 Social Media Trends: How to Disrupt a Disruptive Consumer In this social media trends report, presented by Talkwalker and Khoros, we're focusing on the 10 most important trends that will define social media engagement in 2023. Deep listening and insights lead the way this year. Download the report today to get the full story. Khoros Marketing Release Notes, October 2022 Analytics Ad Saves and Ad Video Plays have been added to Analytics Ad Metrics Publishing When images are uploaded as part of a post, alternative (alt) text can be pre-filled based on the returns suggested by image detection API. Care Khoros Care Customer Feedback Coaching Session Collect feedback from your customers with a high level question NPS or CSAT survey, and report on the results in Khoros Care! Tagging in Khoros Care Overview Posts in Care can be marked with tags that enable agents to drill down into specific issues or product mentions. Agents can filter their Available queue by specific tags and review, change, or add tags to individual incoming posts. Khoros Care Release Notes, week of November 14, 2022 Including updates to the Instagram integration moderation actions, the automatic creation of new conversations for Secure Form responses, and the addition of an author's Khoros Community email address in the Author Profile. Communities Community ROI: Embracing Humanity’s Desire to Help why would any customer spend their valuable time and resources answering strangers' questions on an online forum?For some community managers, this question isn’t of massive importance. It’s extra work and research to understand why customers answer strangers’ questions in digital communities. Atlas Series: Reward & Recognition It's never too late to learn how to give your users the best community experience Learn about effective recognition initiatives that encourage community users to participate in a more meaningful way, bringing you closer to your goals of an active and valuable community of users! Khoros Communities 22.10 Release Changed forum discussion subjects rendered properly in replies and community widgets Move Blog or Knowledge Base drafts to a different community location Remove EXIF data from images based on allowed listed tags Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right), and type Customer Access. Upcoming Snack Breaks & Hot Takes: Essential community features and tools for 2023 - Wednesday, December 14th | 9am PT Join our upcoming Snack Breaks & Hot Takes session featuring Vishal Sharma (CTO of SearchUnify), Erica Kuhl (Strategic Community Consultant) and our very own Jonathan Wishart. In this session, you will learn about the must have, good to have and nice to have community technologies to help drive informed decisions when building out your 2023 community budget. Available On-demand Beyond the Roadmap: TikTok & Talkwalker Deep Dive Check out our on-demand Product Webinar Beyond the Roadmap and learn how integrating with the industry’s leading deep listening platform — Talkwalker Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Thanks @tminett94 for   asking   how people manage Care once it's integrated with the Community solution, and to @jamiemccardle for sharing her process. You roc Kudos to @Drew_C  for a quick and helpful response to @VikasB's   thread   on the best way to confirm whether content is gated in a community. Appreciate you two working together! Huge thanks to @calley_oneil for starting such a solid and advice-filled   discussion   with fellow Titans chiming in on how to redo a community rank structure! If you're thinking of doing the same, we recommend reading the advice in this thread.   Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @StanGromer  , @jamiemccardle, @sdhake, @VikasB, @Lief,  @CarolineS, @lolagoetz, @tyw, @beacampos, and @JasonHill! Want a chance to be a part of this elite group? Learn about what it takes to ascend to Titan status   ... View more