[Podcast] Being Present on Social Media: It’s Harder than You Think
It’s finally here, and we couldn’t be more excited. The Customer Engagement team is proud to present the first episode of Titans of Customer Engagement: A Customer Experience Podcast, Being Present on Social Media: It's Harder than You Think featuring Kerrie Robert ExperianKerr, Social Media Manager of Customer Service at Experian. The Titans podcast features Khoros customers sharing best practices, insight on the evolution of customer and business demands, and what is or is not working when it comes to successful digital customer engagement strategies. Please share with your peers, leave us a rating or review, and continue the conversation in the comments section! Listen to strategic conversations with your peers and leaders about creating the world’s greatest customer experiences. Now available where you listen to your favorite podcasts Apple Podcasts Spotify Amazon Google Podcasts Stitcher TuneIn Also, don't miss out on CX Confessions: The Customer Experience Show, a thought leadership podcast on CX featuring C-suite executives Interested in becoming a Titan of Customer Engagement? Learn about what it takes to ascend to Titan status7.7KViewsSign in to react to this post1CommentExploring AI Use Cases in Khoros Communities
Welcome to the Khoros view on our future with AI! It really is an exciting time for online communities in many ways, but we are just at the beginning of exploring how this technology will impact how we work in communities. At Khoros, we have been hard at work on Aurora, our next generation of online communities. While we have focused on our new technological foundation, natural language processing, and large language models have come to dominate the conversation in tech. Naturally, this has led to plenty of exciting discussions about the future of online communities. With Aurora, we are focused heavily on developing robust API’s, decoupling the UI from the backend of our platform, and building modern app experiences that will enable us to quickly tap into future trends in technology, whether it’s the metaverse or generative AI. What is Khoros working on now to further innovation in this space? There is much to explore with generative AI as it is still very new, but we will experiment and are planning on incorporating new technologies into our products. “One of the biggest initiatives we are working on is an orchestration layer for customer engagement that sits between these services and direct engagement with users offering the ability to control the use and workflows of that engagement. Whether it's easily swapping or testing new services, or putting the technology in front of humans to experiment and refine, we believe this will be a critical component of enabling and controlling the many use cases that these services make available.” - Nick Hill, VP, Product - Communities at Khoros There are some focus areas for us in product development with the application of generative and conversational AI. The most notable is the relationship between community-generated content and self-service / discovery. Five out of the top 10 sites on the internet today are communities of peer content. Communities rely heavily on SEO to index this content and on searches to drive traffic to the community. Generative AI offers a new approach - but it's still heavily reliant on the continuous sharing of user generated content. With the incredible scale of 18M new posts per year and hundreds of millions of solution views across all Khoros communities, the fundamental need for experts to share, and the need for others to find is unchanged. However, the approach of crawling and links will shift to summarization and intelligence responses. Some exciting new capabilities will be to build on your query, or to generate questions where knowledge is insufficient. Another opportunity we have is exploring the improvements for content moderation. Generative AI tools can help us better caption and classify images and text, which reduces the need for manual moderation and helps improve moderator mental health. This addresses spam and inappropriate content in new ways and adds much more to the moderator's set of tools. However, we’ve al…ViewsSign in to react to this postCommentsPOV: Is there room for brands on Clubhouse?
Clubhouse App POV Is there room for brands on the hottest social media app? It’s a fact: everyone is talking about Clubhouse and chances are you’ve probably been invited by someone you know. In January and February of this year alone, there were 5.9 million mentions of Clubhouse on Twitter (667% growth in comparison to the previous 2 months) as people have been flocking to the app in the name of FOMO (Source: Khoros Intelligence). But what exactly is Clubhouse and how does it work? More importantly, should brands activate on the platform? With the app’s rapid rise to popularity during late 2020, brands are quietly scrambling to learn more about it and trying to figure out how to navigate the emerging platform from a marketing/PR perspective. We hope this POV helps brands better understand the app and gives social media teams the information needed to determine if Clubhouse is right for them. Clubhouse at a Glance Audio-Only: This is the biggest element that differentiates Clubhouse from other social media platforms. As an audio-only based application, you can't share pictures, videos, or even text. All you can do is talk. The app has heavily capitalized on leveraging the use of sound and minimizing visual elements. As our CMO Katherine Calvert stated in an interview with CMSWire, “Clubhouse is the anti-Zoom,” which is quite refreshing for the many who are experiencing screen fatigue this year. Invite-Only: Currently, you need to be invited by someone to create a Clubhouse account. This approach has been a large factor in propelling the app’s popularity forward. It is perceived as exclusive and people around the world have fear of missing out (understandably so). iPhone-Only: The Clubhouse app is currently only available via the Apple App Store (sorry, Android users). However, in a January 2021 press release, the company announced their intent to begin working on an Android app “soon.” They better hurry: the latest data shows that Android devices make up more than 70% of the mobile market share worldwide, compared to less than 30% for iPhones. In the United States, however, iPhones account for 60% of the mobile market share, with Android lagging at 39%. So, How does Clubhouse Work? The Largest Virtual Conference in the World: Clubhouse can be described as a huge virtual conference about every single topic you can imagine. When you enter a room, the audio switches on and you can hear people speaking — it’s like walking into a conference room where a panel or Q&A is happening. The room’s creator can decide who gets to speak. Users can create and join "rooms" where you can chat with others about topics like dog grooming, starting a small business, and even getting a divorce. There is a large focus on high-value conversations: Say goodbye to produced/precomposed content. Clubhouse is fueled by real-time, highly engaging conversations where everyone who speaks brings value to the conversation. This…ViewsSign in to react to this postComments
Community Managers & Mental Health: Nurturing Connection
As community managers (CMs) on the Khoros Strategic Services team, our job is to help brands create meaningful connections and trusted communities for their customers. From engaging with customers who are sharing love for our brand, to providing safe environments for people to connect, we are engrossed in fostering connections and building communities for brands every day. While there are many rewarding aspects to building flourishing communities for brands, it can, at times, leave us feeling stressed and isolated in our new work-from-home worlds. Suffice to say, when we invest so much in creating connections for others, it can be difficult to invest in our own relationships with our personal communities. According to Mental Health America, 9 in 10 employees report that their workplace stress affects their mental health. Other studies have shown that an active social network can play a significant role in reducing feelings of isolation and provide a sense of belonging, in addition to increases in self-esteem and happiness from rewarding interactions. While Mental Health Awareness Month has come to a close, we feel it’s important to keep discussing how we can better care for mental health as CMs. In this blog, we wanted to share one way that we, at Khoros, are promoting self-care and helping each other invest in personal relationships and community building: simple acts of service. Below we’ve provided a few avenues to help bring your communities back to life through simple acts of service. We Are Stronger Together. Re-invest in community. Right now, it’s important to re-invest in the very communities that once grounded us. Businesses and corporate entities are offering more opportunities than ever for their employees to safely service areas of need in their local community or even for friends and family. No act is too small. Some especially at-risk individuals or co-workers with young children may need help gathering groceries. However big or small these actions are, they’re rooted in selflessness and care for one’s community. Opportunities such as these are ever-present and can represent chances to stimulate social networks by teaming up with co-workers, while servicing a common interest, and fostering a stronger community. Connect and Encourage Through Notes. Words have power. It is easy to forget the true weight words carry. A few well-placed words of appreciation can easily bring someone to tears of joy and provide motivation for the coming days. While IMs and emails have become the norm for sending praise at work, in an all-consuming digital world, these may no longer be outlets, sufficient enough to fulfill the needs of each member of a community. Time to go old-school? For some, sending personal cards or even delivering handwritten notes serve as a form of greater emotional release that ultimately aids in cultivating appreciation and boosting one's own self-esteem. Sometimes …ViewsSign in to react to this postComments3 social and digital trends to watch in 2021
Looking for insights to bring to your next team meeting? In case you missed it, we recently released Volume 2 of the Khoros Smart Social Report. Our Strategic Services team dug into Khoros Intelligence, native platform insights, and third-party data to identify three major trends impacting brands in 2021, along with the subtle trends that ladder into them. New tech has driven subtle shifts in the way consumers engage with brands and each other Overhauling content strategy as traditional brand social guidelines evolve Navigating sensitive moments means listening to your audience is essential Across the board, these trends showcase the impact on the consumer mindset, customer behavior, and brand responses in social communities right now. My favorite finding? Sound is BACK. If you’ve been in social long enough to remember the shift to soundless, text-heavy videos – this may be music to your ears [literally]. The mix of TikTok’s popularity, and at home listening habits during the pandemic, has shown that sound is getting smarter and is playing a larger role than ever before in how we consume content. Take a look at the report and let us know your thoughts in the comments below!ViewsSign in to react to this postCommentsMeet GenZ’s newest craze: BeReal
A new social platform has entered the scene and has become popular with Gen Z audiences in the past year: BeReal. Hear from our Strategic Services team about what the app is offering its users, why Gen Z is drawn to it, and what brands can learn from its popularity. BeReal empowers users to show their most authentic selves BeReal was created in 2020 in response to the so-called, fake social media landscape and is hailed for its “anti-Instagram” ethos. The app implements a time limit on posts such that users have 2 minutes to share a genuine version of what they are up to. BeReal strives to create a unique way to share experiences with friends as they are in their daily life, with no ads. BeReal embraces authenticity through a multitude of factors including not having filters, pushing users to post the mundane times in life, not having likes, having a lack of curation, no ads, and no paid influencer content. BeReal sends a notification to users to take a picture using their back and front camera at the same time with a location and optional caption - there is a 2 minute countdown to do so. There are no likes and dislikes, but users may comment on posts. If a user wants to give a reaction to a post, they would use a “RealMoji,” which is a picture of their own face. Additionally, users can look back at a calendar of their past posts to see their lives day-by-day at a glance. BeReal has pulled ahead against other apps trying to get Gen Z’s attention by empowering the user’s not to overthink what they post. This app has become an antidote to the pressures of young users to be creative and look perfect online. BeReal Traction Gained: Downloads for BeReal are up ~315% this year BeReal has been installed 7.41 million times since its invention in 2020 As of April 2022, BeReal is the 10th most popular social media app in the United States on the Apple App Store By encouraging users to only post content once a day at specific times, there is no need for users to continue looking at the platform throughout the day. Although this is an intentional goal, it creates a lack of need for the platform. This attributes to users not abandoning their other social media apps for BeReal. Sourced from: BeReal Platforms are embracing a casual feed BeReal users share randomly timed posts, Instagram users have popularized a casual feed with carousel posts of everyday activities and TikTokers are regularly showing mundane, “day in my life” videos. Additionally, the use of “realmojis” and a lack of filters in BeReal is a significant draw to social audiences who have become fatigued with content being “overworked” and highly edited. How can brands align with BeReal’s success? Should brands join BeReal? Well… maybe, but it would be challenging. In terms of reception to joining the app, BeReal originally pushed hard for a platform with no ads and no brands. However, brands lik…ViewsSign in to react to this postCommentsMaia Q1 review
Hi there! Travis with the Maia team here and I wanted to take a moment to give an update on the cool things we’ve been doing with Maia. If you’re not familiar with who Maia is, they are Khoros’ virtual assistant. A bot that is designed to get you the help you need, when and where you need it within the Khoros ecosystem. I bet you’re curious about what we’ve been working on, even if you’re not, you should be. There are so many cool things you can do with a chatbot, and we try to push the limits with what you could do with a minimal team. Last month was no exception, Introducing the Support Case Submission experience! Now you can submit support cases directly through Maia, all you need to do is open a chat with Maia by clicking on the icon in the lower right-hand corner and type “Open a Case”. Maia will then walk you through submitting a support case in a conversational manner. We think this will be a great alternative to submitting a case in the Case Portal. We’ve also improved other functions Maia performs for you, for example now when you use Maia to register for Atlas, they will programmatically give you Case Portal access as well. No more need to email the Support team to get this access. We’ve also leveraged the Khoros Care tag system to assign tags to Maia conversations when certain outcomes are achieved so we can better keep track of how helpful Maia is. Last quarter we gave you the ability to check on and escalate cases via Maia, we have added the ability to close the case as well this quarter. I also wanted to take a moment and point out that If you interact with Maia and the conversation is not productive or Maia is unable to help, please understand that Maia is still learning how to interpret the way humans talk. We monitor the conversations that did not go as planned and adjust Maia’s training accordingly. Chances are you will have a better experience the next time you interact with Maia. Thank you, Travis Berryhill Lead Engagement DesignerViewsSign in to react to this postComments- ViewsSign in to react to this postComments
Strategic Services Trend Round Up: Week of August 8th
Did you see Twitter's finally exploring that Edit button?! Read what happened this week across social trends, the latest social platform updates, and important world events from Strategic Services below.ViewsSign in to react to this postCommentsStrategic Services Trend Round Up: Week of July 18th
On a weekly basis, Strategic Services will be providing a pulse on the week’s top social trends, the latest social platform updates, and important world events. This week, we dove into some TikTok trends that can be activated on by brands, explored social platform updates, and wrapped it up with some sweltering world news. 🥵 Explore the full report below.ViewsSign in to react to this postComment
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