Hello Atlas members! It's May! Be on the lookout in your email for your opportunity to learn more about & help guide our upcoming additions to the Khoros line of products.  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. The 2023 Khoros Kudos Awards are now open!  We’re excited to announce the fourth annual Khoros Kudos Awards! From April 17th to June 9th, you can share your stories and success with Khoros in Atlas, our community for all things Khoros. More information about the Khoros Kudos Awards can be found on the contest page on Atlas   Marketing The Social Marketing Paradox - Redux Something rather curious has happened since the inception of social media. Suddenly every brand now had a mainline into their customer’s entertainment feeds. While it’s easy to produce a well-crafted video or text ad, the ability to market in real-time is brand new in the marketing world. A Tale of Two Teams: Publishing Natively or In-app + NEW AUDIBLE VERSION Publishing already has enough challenges; switching from native to in-app doesn't have to be one of them Khoros Marketing Release Notes, March 2023 The Contact Us section of the Marketing Resource Center has been updated to enable directly opening a new case with Support.   Care Instagram DMs: A Channel Customers Love If your brand is wondering whether they should turn on Instagram DMs via Khoros, first ask yourself, "Are your customers using Instagram?"  Trustpilot integration This integration enables brands to seamlessly manage and respond to Trustpilot reviews authored by their customers. Khoros Care Release Notes With this release, the new WhatsApp Cloud API integration is now available in Care. To maintain A11Y compliance, we have made accessibility improvements to the Agent View Queue Panel.    Communities Driving Growth in Community with Banners & Content Gates Recently, CheckMates introduced banners aimed at encouraging our community users to log in or register. This fairly simple idea has already proved successful, so I thought it could be helpful to others. Khoros Community Classic 23.3 Release Aurora is Khoros’ re-imagined Community delivers a sleek, modern, high-performance UX framework that adheres to community best practices while still giving brands complete flexibility to make changes or updates to address their specific needs. Got questions about Aurora? Ask in the Aurora Product Discussions area   Aurora is Khoros’ re-imagined Community delivers a sleek, modern, high-performance UX framework that adheres to community best practices while still giving brands complete flexibility to make changes or updates to address their specific needs.   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 [Webinar] The future of online communities: metaverse & web3 Join the rebroadcast of our discussion with Mathew Krazwcyk, our community innovation specialist, and Jan Biller, CEO and Partner at Glowing Blue for a metaverse 101, to understand what the first movers are doing in the virtual world, and walk away inspired for your own customer engagement strategy. Available On-demand Leveraging Smart Views: Advanced Product Webinar Smart Views are advanced filters that Care users can leverage in Agent, Manage, and Analytics. Check out this webinar and improve your reporting tools, capabilities, and knowledge to inform data-driven decisions. Aurora Product Connect: Badges We’ve been researching and developing the next iteration of Badges for Aurora. Get a sneak peek of what’s new with Badges in Aurora as well as the design so that you can provide your feedback to help inform & shape the product development. Let us know what you think in the comments section.   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 @StanGromer for his awesome thread showing off what he and his team have done to create customizations for the Upwork community - including some for unified search and ChatGPT! @dave-coleman brought up a great topic about giving users access to Advanced Analytics, and got a quick and helpful reply from @jamiemccardle. Thanks for chiming in to lend a hand! Big kudos to @kkritika who helped @keithkelly find a way to identify posts without answers. Read the helpful reply here. We appreciate you taking the time to share your knowledge, @kkritika!   Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @StanGromer, @MarkIGibson, @keithkelly, @tyw, @Lief, @Akenefick, @jamiemccardle, @JasonHill, @bkling, and @CarolineS! Want a chance to be a part of this elite group? Learn about what it takes to ascend to Titan status ... View more

Hello Atlas members! Economic downturns are hard for most industries, digital included. People feel more hesitant about spending money, and many have less to spend. An economic downturn is the time to reevaluate strategies to make an impact with less money to go around.  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. Social Media Marketers Guide to a Difficult Economy:  We’ll share how social media marketers can weather the storm and continue to deliver in their jobs. If you’re looking for a partner for a one-off strategic project or for ongoing support marketing in a recession, connect with an expert in Strategic Services here. The High Cost of Low Agent Retention + AUDIBLE VERSION Losing and hiring frontline customer care agents can cost more than a few lost customers. Can you afford to lose more? [Podcast] How Many Jobs Can One Well-Run Customer Engagement Community Perform?  In this episode, Keith Buchanan, Adobe’s Experience League Community Architect, explores the many key functions a well-run customer engagement community can perform. Marketing 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. Building and Integrating Custom Metrics [Video/Blog] In this short tutorial, we show you when it would be useful to build custom metrics, how to create them, and how to integrate them into your dashboard Now Available: Create & Save targeting profiles for LinkedIn This new feature enhances LinkedIn's functionality by allowing users to create and save Targeting Profiles, and limit publishing access to specific profiles. With Targeting Profiles, you can conveniently save commonly used targeting configurations at the initiative level on LinkedIn. Care 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 strategy and guidance on how to proceed. Synchronous vs Asynchronous Conversation Priorities There is no set number on how quickly you should respond, and you cannot base your response times on what other brands are doing. If you are doing things the same as your competitor, you may just be setting yourself up for failure. The best way to think about this is how quickly your customer expects you to respond to specific questions/posts.  Brand Messenger emoji picker The new emoji picker is now available for Brand Messenger. This setting is turned on by default and enables agents to include emojis in their interactions with customers. Communities Community Aurora Product Documentation Now Live! Aurora is Khoros’ re-imagined Community delivers a sleek, modern, high-performance UX framework that adheres to community best practices while still giving brands complete flexibility to make changes or updates to address their specific needs. Dark Mode has arrived at the Developer Doc Portal! According to a 2020 survey, 70% of software engineers prefer dark mode over traditional brighter user experiences. When you're browsing through API documentation to find the endpoint(s) you need to get the job done, a bright white screen may not be the best option for you. This new experience is now standard across our entire Developer Documentation Portal for anyone that has dark mode set as their operating system's default. You can also toggle dark mode on and off using the sun/moon icon in the upper-right corner of the site.   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 Care Advanced Product Webinar: Leveraging Smart Views Thursday, April 27th 8am PST | 10am CT | 11am EST   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 to @CoolSunilG for bringing up a great topic: how to pull a list of users who were removed from the community. @jamiemccardle, and @CyJervis chimed in with some helpful ideas - way to go, y'all! Some topics may be good for building community, but can conflict with metrics like Time To First Response (TTFR), @keithkelly points out. What's the best solve? Many of our Titans chimed in with advice and ideas, proving once again what a fantastic crew they are - high five to all of you!   Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @jamiemccardle, @CyJervis, @Lief, @Akenefick, @luk, @StanGromer, @tyw, @keithkelly, @CarolineS,  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

Hello Atlas members! In order to further improve your Atlas experience, the team would appreciate your feedback on a few questions about your overall Atlas experience. Please fill out this quick survey and help shape the future of Atlas!  As always, 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. Industry The Metaverse and Online Communities: Khoros 101 - Here we will dive into the role of communities in the metaverse and how the evolution of key community considerations provide emerging opportunities for Brands. TikTok, AI, and Influencers: a guide to 2023 social trends - Our guide to 2023 social trends offers insight into how social media will change this year.  Read the report now and learn how to leverage this year's top trends to your advantage. [Podcast] The Future of Conversational AI, with Khoros’ Gijs Van De Nieuwegiessen - This week is a fun one with Khoros VP of Automation, Gijs Van De Nieuwegiessen, and we discuss the velocity of conversational AI technology in different industries Communities 2023 Khoros Brand Communities Roadmap - More details are coming soon. In the meantime, you can reach out to your CSM with any questions. We are beyond excited to bring the future of Community to you all this year! Marketing Schedule posts at Recommended Publishing times - The "Recommended Times" feature helps in determining the optimal moment to publish content by evaluating the average engagement levels on previous posts over the last 90 days.  Talkwalker Share of Voice widget - The new Topic Share of Voice widget breaks down Talkwalker data by topics selected at a dashboard or widget level. Instagram First Comment - Increase reach and boost engagement on Instagram with Instagram first comment scheduling. Putting hashtags in the first comment can help get your content in front of more users without cluttering up your caption. Care 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.  Omnichannel Fails Tipsheet - Ready to ramp up your omnichannel presence? Check out our tipsheet to learn how to avoid failures across the customer journey and set your omnichannel strategy up for success. Secure Forms: Expire After First Viewing fields - Enable your agents to ensure that sensitive information provided by customers (e.g., credit card information) is secure and available only for initial reference.   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 Join Khoros at Enterprise Connect, March 27-30th! Will you be in Orlando too? Use the code KHOROS to receive $500 off your registration. We’d love to see you at our… Khoros booth, #902 - come for the connections, stay for the prizes up for grabs! Breakfast briefing - join us on Tuesday, March 28, at 7:30a in the Osceola and Sun Lobbies Happy hour - come celebrate with us at the House of Blues Orlando on Tuesday, March 28, RSVP details to come so stay tuned 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. We saw some great discussion last month about ChatGPT and its potential uses in the customer experience. @StanGromer, @tyw, @brittanycarmona, and @Malcolm-M chimed in on how they see things, and the convo full of thought-provoking insights. In the Developer Discussion forum, @waldemarhelm brought up a great topic: how to create a Community component that shows users you want to list as experts. @VikasB, @steffenschoene, @mcalcaterra and @luk all brought great ideas and follow-up questions - thanks for helping out, everyone! On the strategy side of Community, @adriana4u asked how to show your community members which of your community moderators are currently online. @JasonHill shared some helpful ideas (and pitfalls to avoid) with such an approach. How can community managers view a list of recent Accepted Solutions, @SamsungJustin asks?  @Drew_C, @i_am_ryan and @jamiemccardle all chimed in with different ways to do it. Thanks for being awesome, Titans! Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @JasonHill, @StanGromer, @keithkelly, @Drew_C, @tyw, @jamiemccardle, @CarolineS, @Akenefick, @Lief, and @luk!   Want a chance to be a part of this elite group? Learn about what it takes to ascend to Titan status ... View more