Atlas Highlights - February 2021
Hello, to all of our Atlas members! Lots of exciting news coming from Khoros this month! But first things first, we want to thank every single person who uses or contributes to Atlas. Our members are the true drivers of success, and we can not thank you enough! ____________________________________________________________________________ Last month Khoros announced that it has acquired Flow.ai, an innovative conversational AI platform for designing and managing chatbots. Together with Flow.ai, Khoros will extend the AI/ML capabilities available to brands for greater self-service and operational agility. Click here to read the full press release! ____________________________________________________________________________ While Community Manager Advancement Day only happens once a year, community management can — and should — be celebrated every day. If you haven’t already, join the CMAD Discussions on Atlas, where you can continue to connect, learn, and share ideas among fellow experts. Here’s to resilient communities and their fearless community managers leading the way in 2021 — representing the best of human and digital connection. Thank you! ____________________________________________________________________________ Following on from the news that Atlas was named a Finalist at the CMX awards, we were also informed that the DCCX team and Tech Support team at Khoros were awarded a Silver Stevie Award for Best Use of Technology and a Bronze Stevie Award for Customer Service Team of the Year. ____________________________________________________________________________ And now for the Atlas content you do not want to miss! Recent Atlas Blogs Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, email us at [email protected], and we’ll help. Welcome To Our New Developer Blog API changes that matter to you, Tips & Tricks, and Success Stories with insight into how you can get the most out of Khoros' APIs. Maia Q4 review See what Maia has been up to! Know Your Role: Re-Org Tips to Facilitate Your Customer Needs If you haven’t considered these four reorganization tips, you may already be behind Modernizing Digital Care: Analysis - Part 3.1 We will be breaking down part 3 of this series into 3 small sections. First up, the analysis you should be doing on an ongoing basis. Building Your Recognition Program - Rewards & Recognition: Part 3 Let’s take a look at building a recognition program for your valuable users and superusers. Comments List Syndication - Create Syndicated Network of Discussion This blog elaborates on the newly launched Comments Syndication Feature - A powerful tool to create a network of syndicated discussions. ____________________________________________________________________________ Engaging Atlas Discu…10KViewsSign in to react to this post3CommentsSep-Oct Atlas Highlights
Hello, to all of our Atlas members! A special thank you to everyone who joined us for Khoros Engage Digital! We hope the experience inspired you to continue pushing for new heights. Lot's of exciting initiatives in the works at Khoros that we can’t wait to share. The Atlas highlights will now coincide with the upcoming Knoros customer newsletter to give our members a spotlight and easier access to essential information resources. Thank you all again for being a part of this community of innovators! ___________________________________________________________________________________________________________________________ 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, email us at [email protected] and we’ll help. Instagram Messaging (DMs) now in early access The ability to DM with your customer from within the Khoros Care and Marketing platforms is now in early access. You can read more about how that’s helped one brand here. Khoros Engage Day of Learning: Care & Marketing Recap Thank you to all of our customers that participated in the day of learning on October 13, 2020, before Khoros Engage! *Customer Access* How connections open new business strategies This blog distills the insights from our 1-hour discussion on the topics of connections and business strategy. What's in a name? Reward and recognition can drive a community’s success. Join us as we break down what exactly it means to be a super-user. Slack - Community Integration Bring your community on to your Slack workspace. Read on to learn more about our groundbreaking Slack integration. How We Built It: Author Badges This guide gives a step-by-step breakdown of how you can add a colorful author badge to comments and replies made by the original author of a blog post or message. Modernizing Digital Care: Getting started or expanding This video-format blog covers some of the questions we often get from our customers and prospects about getting started or expanding a digital dare program. ___________________________________________________________________________________________________________________________ Webinars & Events Update Atlas Events is the best place to keep up to date with upcoming events. The experts’ debate: Fuelling your branded community to drive innovation and culture. November 5th, 2020 “A session no one can reasonably miss, and I’m serious here,” ArnaudL said it best, don’t miss this opportunity! ___________________________________________________________________________________________________ Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, email us at [email protected] and we’ll help. Monitoring first posts - Keeping tabs on a user’s first…ViewsSign in to react to this postCommentsAtlas Highlights - January 2021
Hello, to all of our Atlas members! We are excited to announce that Khoros has acquired CX innovator Topbox. Topbox created an innovative solution for brands to access, analyze, and understand what is driving all that volume in real-time, in one place, to empower you to manage the workload and deliver a better customer experience. Powerful CX insights for better customer engagement Our vision is to help brands create customers for life by delivering human connection across the customer experience — that starts with listening to your customers and providing them with meaningful engagement. Read the full press release here With Topbox, we’re excited to make this vision a reality. ____________________________________________________________________________ Crisis Communications Announcement We have opened up the Crisis Management Group Hub to provide a space for urgent communication discussions among our users, and we recommend everyone to subscribe to the group hub. As the events continue to unfold in Washington D.C. and around the United States, we encourage you to meticulously review your content calendar and error on the side of caution. ____________________________________________________________________________ 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, email us at [email protected], and we’ll help. Atlas Redesign Update - Take some time to review the updates to Atlas and learn about the strides we have made to enhance your experience with Khoros and our community. Maia Q3 overview - A look back on what we've done with Maia in Q3. Organic & Paid Reporting in Khoros Marketing - This blog dives into the paid and organic data brought into the Social Marketing platform and how to report on it. Journey Mapping and Actioning Your Feedback - With insights and feedback uncovered during interviews with our Marketing customers in August, September, and October, we're making improvements in key areas we identified. 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 green-light content before it gets pushed live to your social pages. Modernizing Digital Care Forecasting & Staffing - This video-format blog covers some of the questions we often get from our customers and prospects about forecasting staff as a digital dare program. Designing for Effective Gamification - Reward & Recognition: Part 2 - Learn how effective reward and recognition starts before the community visitor has even decided to register to your community. Community Analytics: 8 Best Practices You Don’t Want to Miss! - 4 Content Metrics and 4 Search Metrics, Community Anal…ViewsSign in to react to this postCommentsAtlas Highlights - April 2021
Hello, to all of our Atlas members! If there is anything we learned this year, communication is a significant key to success. Whether it’s B2C, B2B, or even C2C, everybody wants quick and efficient responses. A Digital-First Strategy is now more critical than ever before for effective communication. Brands want their customers to feel like they have their back through every step of the support process, as well as the conversion funnel. It is up to the brand to meet the customer in the channels they are already familiar with, in unique, personable ways. Click here for more trends to lead your strategy in the new year! We here at Khoros are proud to continue to offer guidance as you prepare to make 2021 your most incredible yet. ____________________________________________________________________________ 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, email us at [email protected], and we’ll help. POV: Making Space for Twitter Spaces Twitter Spaces is currently in the backend of beta, so Strategic Services dug into the feature and the buzz around it to better understand how brands can utilize Spaces. POV: Is there room for brands on Clubhouse Everyone is talking about Clubhouse and chances are you’ve probably been invited by someone you know. But what exactly is Clubhouse and how does it work? More importantly, should brands activate on the platform? How to Best Utilize Our Virtual Assistant How to Best Utilize Our Virtual Assistant to enhance your Khoros Experience. Plus, go further in-depth on How Maia is Powered by Flow.ai & Modern Chat with this developer’s interview with the Maia team, Travis Berryhill, and Anshul Jain. Journey Mapping & Actioning Your Feedback: Part 2 More updates on key areas we identified from interviews with Marketing customers in August, September and October 2020. Modernizing Digital Care: Change Management Let’s talk about what to do with all the data you have gathered from your analysis! Experience Upgrade: Out of the Box with Project Hermes This article details a lot of the work we did to upgrade the "out of box" experience for Khoros Communities in response to customer demand and feedback. Improved Spam Management in Community This article explains the enhancements introduced in Community to help moderators with spam management. ____________________________________________________________________________ Webinars & Events Some webinars are limited to Khoros customers only. If you are a customer and unable to access anything, email us at [email protected], and we’ll help. Khoros Communities: Reward & Recognition Thursday, April 8 • Register Today! Khoros Care: Modernizing Digital Care Thursday, April 15 • Register T…ViewsSign in to react to this postCommentsAtlas Highlights - March 2021
Hello, to all of our Atlas members! Can you believe how fast time flies? This month's highlights blog also marks my one year anniversary with Khoros! I've enjoyed every second of it, and I hope to continue doing all I can to craft and coordinate some of the best content Khoros has to offer. Speaking of the best crafted content. Have you heard about the Khoros Titans? The Khoros Titans program is a brand new program to recognize our users who are highly engaged throughout their journey with Khoros. Titans will be rewarded for their continued engagement with Khoros with a wide range of networking opportunities for personal and professional advancement and increased access to Khoros' resources. Keep an eye out for showcased blogs and highlights from our Titans around the community. You can take a look at who the Titans are on the Titans program page. You’ll also be able to identify the Titans on Atlas by a blue badge next to their name on posts and the Titan badge on their profile. Khoros will be encouraging users to qualify for Titans and welcoming new members monthly - check out the requirements and join the Titans! ____________________________________________________________________________ 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, email us at [email protected], and we’ll help. Khoros Roadmap Webinar | Resource Round-up | 2021 Q1 Missed the webinar, or just want a recap? Check out our on-demand videos, plus a roundup of helpful resources to navigate through all the information. Announcing the Khoros Titans Program Take a few minutes to review our new user recognition program at Khoros! Introducing Topbox CX Analytics This webinar includes a product demonstration of our newly acquired CX Analytics platform and augmenting existing Khoros solutions with omnichannel analytics. 3 social and digital trends to watch in 2021 See what our Strategic Services Team uncovered from Khoros Intelligence, native platform insights, and third-party data in the latest Khoros Smart Social Report. Step 1: Multichannel Search - 5 Steps to Intelligence Mastery In this series, our Product Coaching experts share the most commonly used features of our Intelligence product with real examples you can use in your day-to-day. Know Your Role: Re-Org Tips to Facilitate Your Customer Needs If you haven’t considered these four reorganization tips, you may already be behind. Analyze, Optimize & Grow - Modernizing Digital Care: Pt 3.2 Let’s talk about what to do with all the data you have gathered from your analysis! How We Built It: Email Ingestion & Response in Care The Atlas Team is leveraging cutting-edge Care feature updates to streamline workflow and report on email in new and exciting ways. Advice for DEI in your Online Communities …ViewsSign in to react to this postCommentsJanuary 2023 Atlas Highlights
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 Kh…ViewsSign in to react to this postCommentsDecember Atlas Highlights 2022
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 OverviewPosts in Care can be marked with tags…ViewsSign in to react to this postCommentsAtlas Highlights - September 2021
Hello, everyone! We're proud to be named among the top social suites providers with the highest score in the strategy category. Everyone here at Khoros would like to give a huge thank you all for continuing to participate in the community and providing feedback. It has been critical to continue to deliver more value and to create customers for life. Check out the Forrester Wave™️: Social Suites, Q3 2021 to help make the best decision for your business and empower your team to achieve your goals. The report had this to say about the Khoros platform: “Fresh off a new name and branding earlier this year, Khoros has made positive moves to unite social customer listening (though it relies on third-party social listening platforms for deep listening), marketing, customer response, and its signature social community platform — the only one of its kind in this evaluation.” And “notably, customer references overwhelmingly praise Khoros’ unique product coaching support.” 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, email us at [email protected], and we’ll help. Khoros Marketing Utilizing Paid Promotion in Khoros Marketing Why bother wasting valuable time and money using native paid campaigns? Time to start seeing actual ROI on your promoted posts. Character limit increased for LinkedIn Posts All Linkedin posts managed through our platform can now have up to 3000 characters. The limit has been increased from the existing cap of 1300. Published Posts Custom Metric A published posts metric that can be used as part of Marketing Analytics Custom Metric calculations. Khoros Care Brandwatch listening integrationThe Brandwatch listening integration for Khoros Care lets you quickly and easily ingest posts from the Brandwatch social listening platform into Response. "Do Not Allow" list for Modern Chat widgets You can now add specific IP addresses or countries for which you want a certain widget to be unavailable. New supported sources for Secure Transfer links Agents who are assisting customers with sensitive information can now send secure transfer links through more sources. "Close as Irrelevant" option for Push Next and Claim Next work queues Option to enable the Close as Irrelevant button for Claim next work queues and ability to disable the Close as Irrelevant button for Push Next and Claim Next work queues Khoros Communities The Silent Majority and Your Online Community The Resource Center is your All-Ways connected guide built right into your Khoros Solution. New Onboarding Videos for Community Moderators This is a great place to start learning about the features common to most communities. We’ve organized these videos into themed courses that you can watch in any order you want. Integrate Zoom with Community Events K…ViewsSign in to react to this postCommentsFebruary 2022 Atlas Highlights
Hello to all of our Atlas members! Last month we had plenty to celebrate, with Community Manager Appreciation day and Atlas reaching 100,000 members. We’re so excited to celebrate the people who make communities in every industry so vibrant, engaging, and productive. I hope you are able to spend some time throughout the year furthering your skills as a community manager. Our own Atlas community manager, BlakeH, has compiled resources to advance your skills along with ways to share appreciation. 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, email us at [email protected], and we’ll help. [Titans] How the Cisco Meraki Community Uses Blogs Thinking about using blogs in your online community? Learn four different ways to make them work for you, with helpful examples from Khoros Legendary Titan CarolineS of the Cisco Meraki community. Let us know your thoughts on our Developer Content The Khoros Atlas Community wants to gauge satisfaction and engagement with our Developer content. We appreciate your time and feedback. Take our survey Manage View Enhancements: Filter Posts with No Response You can now filter conversations that have responses or no responses. Using this new capability, you can create a Conversation column of all new arrivals, filtered by priority, assignment, etc. Manage View Enhancements: Time Filters The Date Range selector in Manage View now includes “Live” selections as similar to our Dashboards and Post and Moderation columns can now toggle between Post Date and Last Activity Date Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, email us at [email protected], and we’ll help. Snack Break & Hot Takes: Bridging Virtual & In-Person Community-Led Events in 2022 Tuesday, February 8th, Join our upcoming Snack Breaks & Hot Takes session to hear Derek Andersen, CEO and Co-Founder at Bevy, discuss what the future holds for community led events in 2022 and how businesses can bridge the gap between virtual and in-person events to engage all audiences. Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, email us at [email protected] and we’ll help. What's the right way to introduce community members to how the platform works? brittanycarmona asked if a Community Tip Tuesday might work, and it created some great conversation about encouraging members to stay on-site, and what kinds of topics and approaches are most useful. High five to karolinalinda and elbranscomb for chiming in to help adriana4u with a solution for modifying an idea exchange page! Check her…ViewsSign in to react to this postCommentAtlas Highlights - October 2021
Have you heard about our Customer Podcast? Check out the latest Titans of Customer Engagement podcast featuring Epic Titan, phoneboy. Tune in today for strategic conversations about creating the world’s greatest customer experiences. Don't forget to hit that subscribe button wherever you listen to your favorite podcasts! Apple Podcasts Spotify Amazon Google Podcasts Stitcher TuneIn Looking for the secrets to creating sensational customer experiences? Check out the CX Confessions: The Customer Experience Show. 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 private section, open up our chatbot, Maia, and type "Customer Access". 3 Things we learned at Khoros Engage 2021 Three of our favorite customer engagement moments, including how contact centers can master the digital service funnel, how to drive community engagement, and how understanding generational truths of your audience can guide your engagement strategy. Khoros Marketing Theme identification in Listening New Themes tab added to Twitter searches to help you understand the meaning behind what people are talking about on Social networks. Utilizing Paid Promotion in Khoros Marketing Why bother wasting valuable time and money using native paid campaigns? Time to start seeing actual ROI on your promoted posts. Character limit increased for LinkedIn Posts All Linkedin posts managed through our platform can now have up to 3000 characters. The limit has been increased from the existing cap of 1300. Khoros Care Response Template Enhancements The release includes several improvements to the Response template creation experience including, editing panel for both agents and admins, toggle to enable HTML templates, and ability for admins to control which teams can use specific global responses Support for deleting LinkedIn comments Enhanced moderation capabilities via Khoros with the ability for agents to Delete posts from LinkedIn conversations. Integrate with LinkedIn personal profile pages Create an integration that connects Khoros Care with a personal profile page. Khoros Communities New Onboarding Videos for Community Developers Watch these videos to learn how to navigate the Studio Console, design Community components and assets, and develop a unique user experience through building with the Community API, Freemarker, and Plugin SDK. Include time zone while scheduling knowledge base and blog articles for publication With this release, you can now set the time zone to use when scheduling Blog and KB articles for publication. Admins and members with authoring roles (author, editor, publisher) can see when and where a draft will be published. Send events invitations by email With this release, we’ve introduced the Invite by email feature for Events. You can n…ViewsSign in to react to this postComment
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