Videotron
Author Details: Name: Julian Durand Burgoyne Title: Sr. Manager, Digital Engagement and Social Media Company: Videotron Tell us about you, your company, and your team? Videotron is a Canadian telecommunications leader. A wholly owned subsidiary of Quebecor Media Inc., Videotron is an integrated communications company engaged in cable television, interactive multimedia development, Internet access, cable telephone and wireless telephone services. How does your role and your team support your company and its goals? My team handles digital engagement and social media both for customer service and technical support. We handle all things digital in the customer service space for Videotron. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? Over the years we deployed a strategy of serving the customer on the channel of their choosing. We deployed capabilities with Khoros to enable us to do just that. Secure forms helped us authenticate customers and allowed us to serve them on a broader range of channels previously inaccessible. We previously had no contact entry point on our support website. The initial reason behind this being we wanted to promote self-service to avoid costs. However, after deploying support on so many channels it didn’t make sense to keep our support site without a way to contact us. We expected that adding messaging capabilities on that section of our website would drive significant volumes that we were maybe not ready to handle. We decided it was time for us to try automation, which we always were skeptical of. This skepticism stemmed from expecting our customer base to hate having to speak to a bot. We were skeptical of traditional bots, since customer service is our DNA and we found bots to be a bit too cold and non-personal. Additionally, accuracy of the GenAI was also a concern, though all of this was dispelled with the POC. Videotron being a leader in customer service satisfaction when we launched automation we wanted to do it right. So, we partnered with Khoros to test in one fell swoop, brand messenger, Flow and the new Helix AI capabilities. In a few months we built and trained a virtual assistant with knowledge of our entire support website that leverages Helix Generative AI capabilities to answer customers in a fluid, in depth and personalized way. What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved. It allowed us to launch a new major contact point, driving new volumes in Khoros Care, while also deflecting contacts that could be answered without a current support site for the type of customer that didn’t want to search the site and would’ve contacted us. We have doubled our incoming volume within Khoros Care. We achieved for the first tim…419Views0CommentsSAS Institute
Author Details: Name: Chris Hemedinger Title: Director of SAS User Engagement Company: SAS Institute Tell us about you, your company, and your team? About me: I'm a technology enthusiast who believes in the power of community to drive technology success, learning, and connections. As Director of SAS User Engagement, I lead a talented 12-member team that looks after the SAS Support Community and many other programs that benefit users of SAS® software and SAS. About SAS: SAS, based in Cary, N.C., is a software company with roots in academia. Founded at N.C. State University in 1976, SAS has grown to become the leader in business analytics software and services and the world’s largest privately held software company. Co-founder Jim Goodnight remains at the helm as CEO and more than 80,000 business, government, and university sites in more than 140 countries rely on SAS® software. We make it easier for more people to use powerful analytics every day, to shorten the path from data to insight – and to inspire bold new discoveries that drive progress. The result: analytics that breaks down barriers, fuels ambition, and gets results. We give our customers THE POWER TO KNOW®. About my team: The SAS User Engagement team manages key programs of outreach to SAS users, including our online support communities, expert webinars, user group events, blogs, a technical newsletter, a developer engagement program and more. All of these programs have a home in our hosted Khoros community platform. How does your role and your team support your company and its goals? By providing a forum for discussion and support, we increase our customers’ ability to self-serve in finding answers to their technical questions and challenges. This improves customer satisfaction and saves on support costs, two metrics that are supported by data we collect. We also use the community platform to support other strategic programs at SAS, such as our annual SAS Hackathon, our SAS Customer Recognition Awards, our Ask the Expert webinar series and more. The community also provides operational support for support initiatives such as hotfix notices and syndicated content directly into the user experience for our product offerings. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? Our best-in-class community plays a vital role in expressing SAS’ customer-centric ethos built over five decades. Key turning points in our story: Long before SAS spun out of NCSU in 1976, as our three co-founders wrote the first lines of SAS code, they welcomed input from an enthusiastic nascent community of SAS users. Our first users conference, which drew 300+ attendees, further baked customer-centricity into our culture and products. Online user collaboration sprouted in 1986 when SAS users connected via the SAS-L email listserve. In the late 2000s, we launched a …ViewsCommentsDynatrace
Author Details: Name: Malgorzata Murawska Title: Community Manager Company: Dynatrace Tell us about you, your company, and your team? In the Community team, we often compare ourselves to the Power Rangers. Besides supervising the forum, each team member has tasks tailored to their experience and unique superpowers that enrich our work. We're proud to have such a unique team, thanks to the diverse perspectives, talents, and incredible people behind them. Maciej is an experienced and passionate product owner who makes sure the Community runs smoothly. Ana is a natural leader, excelling in team management. Agata is an expert in marketing, networking, and cross-team cooperation. Iza can translate any data and numbers into insightful conclusions. Michał is a talented UI designer and a meticulous Product Ideas manager. And there’s me – I joined three months ago and I love it already. As for my role, I find great joy in content creation and project management. Despite our differences, we share a common passion: helping people. We’re the right people in the right place, as the work culture at Dynatrace supports openness, curiosity, authenticity, and providing meaningful answers. All Dynatracers share and are driven by these values, so it’s no wonder our product—Dynatrace—is an excellent tool that makes customers' lives easier. With deep observability, intelligence, and automation, Dynatrace modernizes and optimizes cloud operations and simply ensures the software works perfectly. The Dynatrace platform leverages AI to anticipate future behaviors, deliver precise answers and intelligent automation, automatically provide recommendations, create suggested workflows or dashboards, and let people use natural language to explore, solve, and complete tasks. How does your role and your team support your company and its goals? The Community Team is vital when it comes to bridging the gap between our company and customers. Our Community isn’t just a platform for knowledge sharing; it’s a vivid space where individuals come together to solve problems, share insights, and build lasting relationships, often meeting in person. We prioritize making self-service easy for our visitors, ensuring they can quickly find resources to address their needs. By creating an environment where our guests feel heard, we facilitate valuable connections between them and product development teams. This allows us to gather insights into their needs, ideas, and real-life use cases, which in return improves Dynatrace offerings. Our efforts directly align with Dynatrace's core values: Innovate with Passion, Engage with Purpose, and Win with Integrity. By creating diverse content that appeals to a broad audience, we support critical company goals, such as enhancing our Go-To-Market strategy. Collaborating closely with marketing, sales, customer success managers, and developers, we increase visibility and access to expert support, ultimately enric…ViewsCommentsSisense
Author Details: Name: David Raynor Title: Senior Community Manager Company: Sisense Tell us about you, your company, and your team? I joined Sisense as a Technical Account Manager in November 2022, started with the Community team in December 2023 as a Developer Liaison, and took over as Community Manager in January 2024. Sisense is a cloud-based business intelligence (BI) and analytics platform that helps businesses gather, analyze, and visualize data from multiple sources. It's designed to help businesses make informed decisions by providing a user-friendly interface for data exploration and reporting. We are a two-person Community team. Jackie Cordell and I handle the day-to-day operations of the community, identify and execute community projects and events, and report on community metrics. How does your role and your team support your company and its goals? The Sisense Community strives to empower members to find solutions through continued learning and collaboration. We showcase best practices, interesting use cases, and top users. The Sisense Community helps users to implement Sisense more effectively and efficiently. That supports Sisense's goals of customer retention and expansion. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? The Sisense Community was underperforming, with low participation and shrinking growth. Internal teams were not confident in the community experience and hesitated to recommend it to their customers. Customer retention and growth were suffering as customers were not able to quickly find answers for their questions and solve problems. Community is an integral part of improving those metrics. What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved. When I started the community, we were focused on engaging directly with the community to rebuild trust with our users. Responding to posts in a timely and closing the loop were the first actions we took to prove that we are dedicated to creating an active and engaged forum. The result is that engagement is up across the board, growing by 100% - 300% YoY. Internal engagement has also increased, with technical resources participating in the community by answering forum posts, creating Knowledge Base articles, and promoting the community to their customers. What were the business outcomes and value driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change. Customer retention and revenue growth are lagging indicators of Community engagement, so we have not been able to quantify the ROI yet. However, as Community engagement continues to grow we expect to see reduced churn and increased e…ViewsCommentHutchison 3G UK Limited (SMARTY)
Author Details: Name: Yulian Kozachok Title: CX Platform Lead Company: Hutchison 3G UK Limited (SMARTY) Tell us about you, your company, and your team? SMARTY is the SIM-only network on a mission to put the trust back into the mobile industry, by doing things differently. SMARTY believes there’s a better way to do things; great value, simple plans, transparent pricing and flexible monthly SIMs. Customers don’t need to worry about a hefty bill or nasty surprises at the end of the month – it’s simple, honest mobile. With a focus on the customer, SMARTY offers EU roaming up to 12GB and unlimited calls and texts with every plan. Customers can pause, change, or cancel monthly without long contracts tying them down for years. SMARTY is powered by Three Ireland's strong and reliable 4G and 5G network, which delivers super-fast speeds for all your mobile needs. SMARTY was recently named Which? Recommended Provider for the fourth year in a row thanks to its commitment to its customers – all 1 million + (as of October 2024) and counting! How does your role and your team support your company and its goals? The CX team specialises in creating a customer experience strategy that provides our audience with an engaging community and peer-to-peer support whenever needed. As a CX Platform Lead, I take care of the community, ensuring that it’s a reliable source of information for customers, allowing users to support one another while fielding engaging discussions. We also run multiple competitions on the platform to boost engagement and provide incentives for being a part of the community. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? The SMARTY Community platform is a place where customers can share knowledge and ideas, give peer-to-peer support and access 24/7 help. As our customer base grows, we are looking to gain more of their valuable insights through real-time feedback. The Khoros Community platform is a fantastic asset that enables us to listen to our customers, explore analytics, and understand our customers on a deeper level. We also know that our customers love to self-serve, rather than spend time trying to reach an agent. The community content management enabled us to tag, review and edit content quickly, so users can easily find solutions to any problems they face. What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved. Our goal for this year was to boost our Registrations, Engagement and improve community Resolution Rate. Community platform provides an excellent outlet to present customer-centric content to our base. We kicked 2024 off with a SMARTY Community 1st Anniversary Prize draw. “Let us know about your favourite bargain”. This …ViewsCommentsFortinet
Author Details: Name: Kate McMillan Title: Service Technology Manager Company: Fortinet Tell us about you, your company, and your team? I’m part of the Community team for Fortinet. Founded more than 20 years ago in Sunnyvale, California, Fortinet continues to be a driving force in the evolution of cybersecurity and the convergence of networking and security. Our portfolio of over 50 enterprise-grade products is the largest integrated offering available, delivering proven cybersecurity everywhere you need it. More than 755,000 customers trust Fortinet solutions, which are among the most deployed, most patented, and most validated in the industry. Our team works as part of the support side of the business, building the Fortinet Community which provides a single source of support knowledge and community for our customers and our worldwide partner network. How does your role and your team support your company and its goals? Fortinet’s mission is ‘Securing people, devices, and data everywhere’. Our aim is to provide customers with the information they need at the time they need it, facilitating quick solutions with minimal customer effort. We build community-based solutions which put the customer first, connecting our users with the most relevant content from our wide network of product experts, allowing them to keep their people, devices and data secure. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? We created the Fortinet Community in 2021, bringing together multiple disparate systems to provide our customers with a single place to find answers, collaborate and share ideas. Since that time, we have grown to a community of 125,000 registered members globally with 41 million page views per year and 6.5 million unique visitors. We put the community in place for various groups across the Fortinet ecosystem: our customers, support teams, partners and distributors, sales and sales engineers make use of the Community on a daily basis. The Community was intended to solve the challenge of providing information and answers to Fortinet’s extensive customer base on the range of 50+ leading security products we provide. As the largest installed base of network firewalls in the industry, we are serving a vast audience. We also needed to scale this wealth of expert knowledge so that it could be made available to as many people as possible, 24/7. We wanted to enable our teams who interact with our customers in chat to have a seamless and consistent experience. We also wanted this experience to take advantage of our existing knowledge base to reduce time to resolution and set the stage for more advanced interactions with Generative AI capabilities. What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunit…ViewsCommentsUSPS
Author Details: Name: Mary Beth Levin Title: Manager, Social Media Strategy and Analytics Company: USPS Tell us about you, your company, and your team? I have two teams under my tent: social intelligence and publishing. The publishing team manages content on our 18 accounts on six different platforms. It also manages the ZONE, the first (and so far only) social media ambassador program in the federal government. The social intelligence team takes a 360-degree look at what is being said about us on social and traditional media. Its purpose is brand protection, crisis mitigation, and a better customer experience. How does your role and your team support your company and its goals? Our goal is to do good and do better. Unlike many other programs which are based in marketing, we are fortunate to be based in communications in a center of excellence model. This means we are a servant with many masters: HQ communications, field communications, operations, HR, government relations, licensing, marketing and even the Postal Inspection Service. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? We wanted to map-out feedback coming to us on social media to the 5-digit zip code level, map-out a variety of specific concerns, and provide real-time as well as longitudinal data. We also needed to protect customer privacy. When looking at concerns coming to us on our corporate social media sites, we noted specific “customer service hotspots”. We also noted that the types of concerns varied by location. At its very heart, USPS is about logistics. We swim in data. At times we drown in data. With social media, this is yet another set of information competing for people’s time and attention. We needed to provide information in a way that was accessible and compelling to people who are already super busy. Our objective was to make things better for everyone: customers and employees. And we needed to recognize that not everyone loves pie charts and bar graphs. Social listening software has its own limitations: the platform may limit access in its API, biographical information may be incomplete or outdated, customers may not be posting using their mobile phones (and if they are, geolocation may not be turned on). This is why social listening software will map-out to cities and states and can do so for a limited percentage of social media mentions (about one-third for those platforms which allow access). Listening software will pull in product reviews, but not location reviews. And there is the issue of integrating data from various sources. USPS uses POS surveys, but these have limitations: they only capture the retail experience, tend to focus on extreme experiences, can’t include photos/videos, and results are rarely shared= outside of a select group. The teams we involved included communications, social intelligence, social customer re…ViewsCommentsUSPS
Author Details: Name: Mary Beth Levin Title: Manager, Social Media Strategy and Analytics Company: USPS Tell us about you, your company, and your team? I have two teams under my tent: social intelligence and publishing. The publishing team manages content on our 18 accounts on six different platforms. It also manages the ZONE, the first (and so far only) social media ambassador program in the federal government. The social intelligence team takes a 360-degree look at what is being said about us on social and traditional media. Its purpose is brand protection, crisis mitigation, and a better customer experience. How does your role and your team support your company and its goals? Our goal is to do good and do better. Unlike many other programs which are based in marketing, we are fortunate to be based in communications in a center of excellence model. This means we are a servant with many masters: HQ communications, field communications, operations, HR, government relations, licensing, marketing and even the Postal Inspection Service. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? We wanted to map-out feedback coming to us on social media to the 5-digit zip code level, map-out a variety of specific concerns, and provide real-time as well as longitudinal data. We also needed to protect customer privacy. When looking at concerns coming to us on our corporate social media sites, we noted specific “customer service hotspots”. We also noted that the types of concerns varied by location. At its very heart, USPS is about logistics. We swim in data. At times we drown in data. With social media, this is yet another set of information competing for people’s time and attention. We needed to provide information in a way that was accessible and compelling to people who are already super busy. Our objective was to make things better for everyone: customers and employees. And we needed to recognize that not everyone loves pie charts and bar graphs. Social listening software has its own limitations: the platform may limit access in its API, biographical information may be incomplete or outdated, customers may not be posting using their mobile phones (and if they are, geolocation may not be turned on). This is why social listening software will map-out to cities and states and can do so for a limited percentage of social media mentions (about one-third for those platforms which allow access). Listening software will pull in product reviews, but not location reviews. And there is the issue of integrating data from various sources. USPS uses POS surveys, but these have limitations: they only capture the retail experience, tend to focus on extreme experiences, can’t include photos/videos, and results are rarely shared outside of a select group. The teams we involved included communications, social intelligence, social …ViewsCommentsMedion AG
Author Details: Name: Arnd Rychel Title: Community Infrastructure Engineer Company: Medion AG Tell us about you, your company, and your team? About me: I have been working at MEDION since 2000. Since 2014, I've been in charge of the MEDION Community as Community Manager. Company: MEDION, as one of the very few companies that boasts a comprehensive portfolio of classic entertainment electronics as well as information technology products, remains in a position to respond to the demands of a digital and networked CE market with its user-friendly product range in the Project Business segment. In addition to its traditional business involving special sales promotions of consumer electronics products in Europe, MEDION also markets a complementary line of services, particularly in the areas of telecommunications, photo services, downloads and other online services. MEDION is also continuing to strengthen its brand as a symbol of products and services offering high quality and best value for money as well as excellent design. MEDION has a good presence in Germany and the entire eurozone, as well as in Scandinavia and the UK, and with the support of its retail and cooperation partners maintains very well organized and professional sales and service units in these countries. Our team: Our ‘International Knowledge Management’ team collects internal and external knowledge and makes it available both within the company and to end customers. In addition to operating instructions and downloads of drivers, our work also includes service processes and the maintenance of product databases and FAQs. How does your role and your team support your company and its goals? We select and distribute knowledge in order to reduce support requests and improve self-service, among other things. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? We have introduced the Community to generally relieve the entire After Sales process. The aim was to expand self-service. What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved. Among other things, the community FAQs are integrated via API on our service homepage. We have optimised our FAQs in two main ways for this purpose. For product-specific FAQs, the name and material number are stored in the footer of the FAQ so that they can be displayed to the searching end customer in conjunction with our product database on our service homepage. On the other hand, IRIS codes are stored in the footer of general FAQs so that they can be used in conjunction with our online troubleshooter. Depending on the result, the customer can either help themselves and thus avoid sending in the device or start a repair service online, whereby all relevant data (including the IR…ViewsCommentsAtlassian
Author Details: Name: Janice James Title: Community Manager Company: Atlassian Tell us about you, your company, and your team? Hi! I’m a community manager on the online (forum) team led by Monique van den Berg. We’re a mighty team of six tackling all the things online for Atlassian! How does your role and your team support your company and its goals? The forum team is the beating heart of Atlassian community programs. We support the company goal of helping more people in our community self serve their own success journey. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? Community is a native concept to Atlassian. Company founders Scott Farquhar and Mike Cannon-Brookes hosted the first local Atlassian user group meetup in 2006. Now, as a global company, Atlassian continues to unite users by centering the customer experience around its community and learning programs. Atlassian's community consists of robust learning, champion, events (ACE), and creator programs. The democratized nature of information in communities makes them a natural conduit for product-led businesses like Atlassian and a figurative safe harbor for users to freely exchange knowledge. The challenge we were looking to solve was how to successfully influence community-led growth across a global organization. To address this, Atlassian formed a team of community strategists to guide internal customers (platform and product teams) on how to effectively leverage community programs in their go-to-market strategies. Strategists work directly with product and platform teams to integrate community programs into their workflows, resulting in increased engagement (from Atlassian team members and users), an enhanced product feedback & ideation loop, and increased product/feature awareness. What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved. Formed in early 2024, the community strategist team swiftly addressed the challenge of integrating community strategies across Atlassian's diverse portfolio of teams. The opportunity: Leverage the Khoros community platform as the centerpiece of a comprehensive plan to drive product adoption and user engagement. The team innovated by conducting community-led growth planning workshops, bringing together teams from across the Atlassian solutions portfolio. These workshops resulted in tailored community strategies for each team, aligned with their specific KPIs. For example, the Atlassian Intelligence team focused on an end-to-end plan for the launch of Rovo and growing group membership by 125%, while the Confluence team aimed to boost Atlassian team member engagement in the forum and as speakers at their events. By facilitating collaboration, we overcame the challenge of …ViewsComments
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