July's Atlas Highlights
Hello everyone! Just a few quick important updates from the Atlas team. Hope everyone is having a healthy and productive month! As part of Phase 2 of our Atlas restructure project, the team has made some changes to the external category Atlas Hub, to better organize the different areas in that category. Job Board Alert! Know somebody looking for a job? Here are two job postings just waiting for applicants! Community Manager at Puppet and Community Manager at Exasol. Thanks for using the job board clangmayr and JacobBo! Let's get some more job postings on the board! Your peers have shared incredible success stories this year for the Khoros Kudos Awards and we need your help determining our finalists and winners! Vote by giving Kudos to your favorite submissions by August 15th! Welcome to the Atlas highlights for July Atlas Discussions Do you know your Community Success Rate? Valued Contributor, cjdinger, shared their astounding numbers and insights, let us know how your community monitors Success Rate. Curious about new ways to integrate video content into your community? Join the conversation about Vidyard or let us know your preferred video host. So just how many conversations can a care agent have? The age old question, lend your experience, what limitations and expectations do you set? Atlas Blogs Community Syndication can be a powerful tool to showcase the best of your community, check out this amazing example from SuzieH. Check out these friendly tips from @RachelC and @A11ey on planning ahead during a crisis. If you haven’t said ‘Hi’ to Maia yet, today is the day! Try out the new virtual partner and let us know what you think! Don’t forget to register for Khoros Engage Digital! Join the Khoros Events and Meetups Group Hub for Khoros Engage updates and more reasons to attend! Top Engaged Contributors Thank you, everyone, for your contributions to Atlas last month! A special thanks to our Top Contributors in July, Proha, StanGromer, Inactive User, SheryBulos, kgroneman.16KViewsSign in to react to this post6CommentsAugust's Atlas Highlights
Here’s the Atlas content you do not want to miss Claim Next and Push Next can be powerful tools, but will your team size benefit from it? Join the discussion from stan2 on whether it’s right for your team and how else to stay efficient. JennyW led the way for this great blog about the new Splunk community. Want your community featured on the next Customer Stories Blog? Let us know in the comments! Show off your hard work! Unsure about how to best apply Labels and Tags in your community? This blog on Labels and Tags may be just what you need, plus all the great comments are filled with examples. Have you met our bot, Maia, yet? Check out this blog all about how this Bot was brought to life, you might end up wanting one for your website. Community Managers, this article gives you a good perspective on the importance of the Success Rate of your Community and a good reason to start defining the strategy and tactics to improve it. We had lots of requests for exactly how we built the Atlas Custom Header, so SuzieH put together this deep-diving article filled with everything you need to know. One of the best parts about Success Rate is that it can be really easy to improve quickly. Here are a few of the best practices we have seen over the last few years. Coming up next on Atlas September 15th we will be opening up the Community Strategy Discussion to all customers. This new discussion area will provide a space for Knowledge Sharing, Community Strategy, ROI, Change Management, Community Successes, Professional Growth, etc. Don’t forget to subscribe to the Khoros Events & Meetups Group Hubs for North America and EMEA! We have begun adding Khoros Engage Events and Keynotes to the new Events Page, let us know which events you will be attending! Top Engaged Contributors Thank you, everyone, for your contributions to Atlas last month! A special thanks to our Top Contributors in August, Wendy_S, CarolineS, StanGromer, Parshant, kgroneman! *Top Contributor's calculation does not include Kudos Received from the Khoros Kudos Award submissions.ViewsSign in to react to this postCommentsNovember Atlas Highlights
Hello, to all of our Atlas members! We’re announcing our 2020 Autumn Launch to help our customers develop this important form of connection with their own customers. Our newest innovations will help brands improve their community management, team collaboration, and customer engagement processes. Read the highlights of Khoros innovation here! Our virtual assistant, Maia, has been busy learning new ways to enhance your Khoros experience. See for yourself! Head over to Atlas and click on the chat bubble in lower right hand corner, and then type ‘Goldilocks’ and Maia will tell you a great story about chatbots! _______________________________________________________________________________________________ Important Update: We have converted our Suggestions for Atlas forum into an idea board and created submission guidelines. We want this to be the best community it can possibly be. So let us know what you think, or how we can help improve your experience on Atlas. 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. 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. Are You Using The Right Engagement Metrics For Your Brand? In this blog series, a member of the Khoros Strategic Services team dives into a topic they have helped many enterprise brands with, sharing their insights and best practices. Custom Metrics: 3 Tips and Use Cases for Improving Reporting Define success in ways that matter to your business, not how the networks choose to define it. Journey Mapping & Actioning Your Feedback With insights and feedback uncovered during interviews with our Marketing customers, we're making improvements in key areas we identified. Modernizing Digital Care: Part 2 - 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. New Community Features - Autumn Launch Overview Slack integration, Events, and Comment Syndication are just a few of the highlights for new releases coming in the next few weeks. How We Built It: Author Stamps This guide is going to give you 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. _______________________________________________________________________________________________ Webinars & …ViewsSign in to react to this postCommentsAtlas Highlights - July 2021
Hello, to all of our Atlas members! We are proud to announce Khoros has launched two new podcasts: CX Confessions: The Customer Experience Show, a thought leadership podcast on CX featuring C-suite executives, and Titans of Customer Engagement, a podcast highlighting tactical, digital engagement best practices and strategies with Khoros customers. The podcasts will share the stories from leaders building exceptional customer experiences and connect listeners with peers and expert insight to help them create customers for life. Tune in and subscribe to both of Khoros’ podcasts on your favorite podcast listening platform. For more information about CX Confessions: The Customer Experience Show, visit khoros.com/podcast. Additional information about Titans of Customer Engagement can be found on Atlas, Khoros’ online community. 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. Voice of the Employee: The Untapped CX Resource Listening to your coworkers and employees may be the lifeline your customer experience program is looking for. Community Managers & Mental Health Khoros Strategic Services team dive into how fostering connection and meaningful relationships can lead to improved mental health. Updates to LinkedIn Metrics Updates to LinkedIn metrics in the Marketing platform will create more consistency with native analytics. Q2 Resource Round-up Khoros Roadmap This post outlines "now available" features mentioned for each Khoros product and helpful resources. How We Built It: The Journey to Launch In this Blog Series we describe the process of revamping Khoros’ user recognition program, Titans. Calculate 'Member Spend' In Community Although it can sometimes be arduous to prove this particular Value Story, the excitement it can ultimately generate within a brand's senior leadership team makes it worth the effort. 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. Advanced Care Analytics Save your spot July 29, 2021 Khoros Roadmap Webinar Watch now Create A Globally Consistent Brand Experience Watch now Choosing Metrics for Success Watch now Advanced product webinars Watch now Call deflection with Apple Business Chat Watch now Why CX programs struggle Watch now 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. Moving to Khoros: Change Management Wins: We want to know what strategy have you employed in the name of change ma…ViewsSign in to react to this postCommentsSep-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 - June 2021
Hello, to all of our Atlas members! The days are getting sunnier, flowers are blooming, and the world is creaking back into motion following a long, difficult winter. Whether you’re a B2B or B2C brand, the global pandemic accelerated the need to be digital-first, and we’re proud to have helped over 2,000 of the world’s most successful brands make that transition with our award-winning customer engagement platform. We’ve been busily integrating both solutions into the Khoros platform while continuing to expand their capabilities. In our 2021 Spring Release, we’ve got even more good news to share, with updates that will enhance user experience, improve efficiency, and increase analytical power across the entire Khoros experience. Learn about our recent product enhancements and check out what’s coming soon on the Khoros Roadmap. Submission deadline extended Submit an entry If your brand uses Khoros technology to deliver world-class digital customer experiences with strategies and results that others can learn from, share your stories and successes to win Khoros Kudos Awards! 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. 3 Behaviors Thwarting Companies From Culturalizing CX Demonstrating value to each internal partner is crucial for consistent, holistic branded CX - and there are a few common corporate behaviors that threaten the culturalization of CX. Forrester's Daunting CX Prediction and How CX leaders Can Overcome It According to Harley Manning of Forrester, CX leaders who can't prove their value to the business will find themselves on the street this next year. Marketing Roadmap Deep Dive (On-Demand Recording) Review our deep dive into the Marketing Roadmap! Modernizing Digital Care: Change the Conversation Check out the Modernizing Digital Care Atlas Series and webinar. Discover ways to build a new program, optimize your existing program or prepare to grow, while ensuring your teams and tools are focusing on “Customer First” engagement! New Khoros Community: Visible Please join us in welcoming the Visible Community to the Khoros platform! Read on for more details about Visible and the features/functionalities they have launched with. How to calculate 'Cost Savings' within a Community Calculating just how many contacts to your Support Center have been deflected by Community is easy with a standardized formula you can apply via a basic survey and a few simple Community metrics. Webinars & Events Khoros Roadmap Webinar Tuesday, June 8 • Register today! Marketing Advanced Product Webinar Watch Now Why CX programs struggle to demonstrate results Watch Now Khoros Advanced Product Webinars Watch now Call Deflection with Apple Business Chat Watch now En…ViewsSign in to react to this postCommentsAtlas Highlights - May 2021
Hello, to all of our Atlas members! The event for digital leaders is back! This September, you'll hear from leading global brands about creating winning digital-first strategies to deliver amazing customer experiences. Khoros Engage has it all – dynamic general sessions, thought-provoking breakout discussions, practical tips, and virtual networking. Register Now We've designed this virtual event for digital transformation professionals who want to begin their shift to digital-first approaches or those who are well on their way. Registration is free and open to anyone who wants to take their CX to the next level. We can't wait for you to join us! Does your brand use Khoros technology to deliver world-class digital customer experiences? Do our tools help you build strategies and results that others can learn from? Share your stories and successes through the second annual Khoros Kudos Awards in one of 12 categories. We’ll announce the winners on Atlas and Khoros social media channels. Throughout our virtual Khoros Engage conference in September, we will share all award submissions with our 1500+ attendees. We will invite winners to submit a short video describing their success that will be highlighted at the conference! Submissions are open until May 28, and more information about the Khoros Kudos Awards can be found on the contest page on Atlas. Check out our winners and finalists from last year for inspiration for your own submission! ____________________________________________________________________________ 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. HubSpot, Slack, and Community Growth: After 5 years of partnership with Khoros, HubSpot is still looking for ways to innovate and connect with their customers, partners, and developers online. 5 Reasons Why Khoros CX Insights Matter: Enterprise CX Analytics is not being discussed enough by businesses because most are not aware of the concept, or don’t understand the soft and hard benefits it can provide. Building and Integrating Custom Metrics [Video/Blog]: In this short tutorial, I’ll show you when it would be useful to build custom metrics, how to create them and how to integrate them into your dashboard Apple iOS 14.5 and How it Affects Advertisers: Care system tags will now map to a customer's Marketing Initiatives, Plans, and Labels. Marketing Data in Care - GA End of April: Care system tags will now assign system tags to conversations on brand posts, giving teams more flexibility in routing, analytics, and engagement. Discovering Business Value within Community: Measuring Business Value within Community has never been as easy as it is today, check out this great blog for all the details Community Journeymap: Your Feedback and O…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 postCommentsAtlas 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…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 postComments
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