Updates to Atlas Aug-Sep 2020
NEW Events Beta We have added Events Beta to the Khoros Event’s Group Hub. Head over to the Events area for a list of the Khoros Engage breakout sessions and keynote speakers. Make sure to RSVP and engage with your peers in any comments section! Please note that Events are still beta, more information to come. Community Strategy Discussion Forum The new Community Strategy Discussion forum is now open. Subscribe to the forum to stay up to date on the latest community strategy discussions! Increased Signposting We are adding new signposting components, which are located on the bottom left corner. This is intended to better inform customers of which areas are public vs. customer only. This is not visible on all pages, including category pages with mixed content and some hidden group hubs. Keep an eye out for upcoming posts on the Communities Blog to learn how this custom code was implemented. Blog Label Cloud As part of the team’s efforts to better represent each category’s content, we have introduced a label cloud to the top of the blog areas. The drop-down on the top left allows users to choose between 'Top Labels' or alphabetical. As we continue to work on categorizing content, the label cloud will improve and better represent the available content. UPDATED/FIXED Fixed overlapping rank names on component Worked on by AndyK and AbhishekGu Renamed Tags to Keywords Worked on by AndyK and NoraG Corrected brand colors throughout Atlas Worked on by AndyK, NoraG, and AbhishekGu Updated Atlas Hub Structure Worked on by JamilaR and AndrisG Update contact support page Worked on by AndyK ARCHIVED/REMOVED Retired Facebook login to Atlas Worked on by AndyK Archived Khoros Data API user Group Worked on by AndrisG and JamilaR20KViewsSign in to react to this post8CommentsAtlas Redesign Update
The Atlas team is proud to present the next stage of the Atlas Redesign Project! Since the previous redesign, we’ve continued to listen to our members’ comments and suggestions about Atlas and believe we are moving in the right direction. Take some time to review the updates and learn about the strides we have made to enhance your experience with Khoros and our community. Let us know what you think about the changes here in the comments or in Suggestions for Atlas! Your feedback will continue to drive the changes that you want to see. Navigation Bar As the most common starting point for users, the Navigation Bar has been a focal point for the team. This update comes with a now beautifully interactive menu where color-coded category tabs light up. We also fixed a few issues from previous iterations by placing a permanent search bar and solving the disappearing category icons. Category Page Every category in Atlas is unique, filled with a wealth of information for you to discover. We wanted our category top pages to reflect that. Each category now has product colors for visual signposting, keeping in line with the navigation bar theme. We reduced the number of category cards and shifted the group hub component higher, making it easier to distinguish discussion types and find content. *Release notes are now located in the blogs area. Search The process of searching the community has been streamlined with a few simple changes. Filters are now located on the left sidebar, and more visibility is given to the basic search options. We are currently continuing work on improving search performance. Three Dot Menus We have replaced the three vertical dots menu (kabob menu) on Search, Group Hubs, Blog/TKB Dashboard, and Private Messages with more descriptive options. This gives users better visibility into the purpose of different menus.ViewsSign in to react to this postCommentsAnnouncing the Khoros Titans Program
I’m extremely excited to announce that we are launching a new user recognition program here at Khoros. The Khoros Titans! Our previous user recognition programs have been quite successful, but over the past few years have waned in audience, engagement, and execution. The Titans program aims to reinvigorate what it means to be a power user of the Khoros platform! The program introduces four levels of Titan and will run in partnership with our Khoros Core program which caters to a (mostly) different audience. Our Titans will be recognized on a regular basis as people enter the program or gain more levels. How do I become a Titan? Great question! You: Must be a current paying customer or an approved consultant* Must remain in good standing on Atlas per the Code of Conduct with no infractions May not work for a competitor Must meet certain criteria as listed on our Titans program page - these criteria take into account Atlas participation, attendance & engagement with different media such as webinars and product coaching, and in-application activities* From time to time, we may adjust criteria and invite highly engaged customers into the Titans program based on their strengths in strategy and execution, as well as their help spreading the love for Khoros and driving enterprise customer experience initiatives. What’s in it for me? What are the benefits? On top of the formal recognition provided in our regular updates of new Titans, members also gain a unique badge and label on Atlas, exclusive access to group hubs, greater networking opportunities within the Titans, and opportunities to build their own brands. There are so many ways to grow your knowledge of the Khoros platform. To see what some of these are, along with benefits at each Titan level, check out our Titans program page. Who are some current Titans? We have a set of amazing Titans, and look forward to adding you to the ranks, too. You can identify Titans on Atlas by a blue badge next to their name on posts, the Titan badge on their profiles, or by going to our Titans program page. In addition to this, you’ll see showcased blogs and highlights about our Titans around the community! We look forward to your thoughts on our program, and please let us know if you have any questions. BlakeH - Community Manager AnnaL - Director, CX and Systems PhilippeM - VP, Customer Experience * Consultants have slightly different criteria. Please contact AryannaK for the time being.ViewsSign in to react to this postCommentsMaia Q3 overview
Hello Atlas, greetings from the Maia team! I wanted to take a moment and give everyone an update on what’s been going on with Maia in the last quarter. Atlas registration assistance - This was a really big project that we are especially proud of. One of the biggest pain points our customers were telling us they were experiencing was with the Atlas registration process. So we built a flow in Maia that conversationally takes the user through the process no matter where they are. The flow can be triggered in two ways, either by Maia asking anonymous users on Atlas if they need help logging in or registering, or by a user typing “Register for Atlas” into Maia from anywhere Maia is available. The flow is especially useful because it checks whether the user has already registered in real-time or not and can help them reset their password if so. The most exciting thing about this flow is that it integrates Maia, Atlas, and Salesforce, reducing both the workloads of our internal agents as well as confusion for our customers. CSM search and contact - Our Customer Success Managers are a great resource for our customers to get help with their accounts and other concerns. With this flow, we have made it easier to get in touch with your CSM. If Maia cannot find a CSM for a user, they will display additional options. Release Notes - We increased the efficiency of our “release notes” flow by giving a snippet of the release notes within the chat prior to the user having to click on the link to go to Atlas to read them. This way users are able to see if the release notes are relevant to them from where they are. Developer - We added paths to Developer/API content from Maia’s main menu on Atlas. This way users looking for Developer content don’t have to navigate through Atlas to try to find the way, we gave them an additional shortcut. Engage/Goldilocks - Engage and Maia were a huge success! Maia got a shout-out from Spike Jones during the keynote and we had seen the highest engagement rates ever that day. We had built an experience specifically for the Engage website, and it was really well received. Paths included help in navigating that website, Live product demo registrations, and live Product Coaching session signups. We also built an easter egg for Engage. One of the sessions was called “Chatbot ‘goldilocks zone’: Too big, too small, and just right” For this session we created a flow that told the story of “Goldilocks and the three chatbots”. It’s still working if you would like to try it out, just type the word “Goldilocks” into Maia. Product Status - We added an integration with Statuspage into Maia as well. You can type “Product Status” into Maia and they will tell you whether any of our three main solutions are experiencing issues or not, they also offer a link to StatusPage directly so you can either dig deeper or follow Khoros’ Statuspage directly. Khoros careers - I know that trying to find a company’s open positions can be difficult sometimes, so we added a flow to Maia that will take you there directly. Just type “Careers” in the chat and you will be served a web-view that has all of the current open positions. So you search and apply for open positions directly from Maia’s chat window! Where is Khoros - We noticed that a lot of users asked Maia where we were located. I added a small flow that answers this question. Just type “Where are you?” into Maia’s chat and they will answer the question. As you can see we’ve been busy making Maia more useful for you. Stay tuned there’s so much more that is going to be happening in the near future.ViewsSign in to react to this postCommentsAutumn Innovation Launch: New integrations & AI across our entire platform
In 2020, brands have adapted to shifts in everything from business practices to employee structure to customer expectations. But there’s one thing that never changes, and we’ve seen it reinforced time and time again over the course of this year: the fundamental need for human connection. 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. Here’s what’s new in the platform: The best way to manage all of your communities With new gesture-based scrolling (patent pending) and machine learning in Manage View to reject hate speech, Khoros is innovating on behalf of the people nurturing both owned communities and social media communities. Whether moderating for spam and accuracy or managing for participation and delight, community managers will have the best Engagement Manager on the market today. Learn more here. Shared visibility and coordination between Marketing and Service teams We’re bringing customer-facing teams together with shared visibility and coordination. With Khoros, service teams can take the right action on conversations based on the marketing content that inspired it. Marketing context — like campaign initiatives, plans, and tags — will now inform workflows and automatically route, prioritize, and filter conversations so customers have a cohesive experience with the brand. Plus, all customer-facing teams will see who owns the conversation so they can break down silos and speak with one brand voice. ____________________________________________________________________ What’s new in Khoros Communities Events experiences Our new Event capability with social media video live streaming makes it more rewarding to host events in your branded community. Brands can now also simplify digital events, from the initial creation and promotion to the actual management of the event. When in-person gatherings are limited or restricted, hosting events in online communities can help brands maintain crucial customer relationships. Improved knowledge sourcing and streamlined communication with Slack Our new Slack integration allows brands to connect their community on Khoros Communities in exciting ways. Now, Khoros offers the only solution in the industry for brands to seamlessly communicate and search their owned community within Slack. Learn more here. ____________________________________________________________________ What’s new in Khoros Care Email integration and channel consolidation We’re excited to add email to our repertoire of supported channels in Khoros Care. Brands will now have the ability to respond to inbound emails, and much more, directly in the platform, alongside other supported digital service channels: chat, messaging, social media, owned communities, reviews, and more. AI updates to ease agent strain and improve accuracy Our two newest AI capabilities, intent detection and suggested responses, will help agents increase conversation volume without sacrificing quality. With intent detection, agents will no longer need to manually input every keyword. Instead, intent detection uses natural language processing (NLP) to identify consumer intents and automatically tag conversations. The suggested responses feature analyzes historic brand conversations and surfaces the top responses, improving accuracy and saving agents time and effort, while still conveying a human touch to customers. ____________________________________________________________________ What’s new in Khoros Marketing Greater flexibility for social media marketers With new LinkedIn ads visibility — in addition to existing Facebook and Instagram ads visibility — social media marketers will now be able to see paid and organic data alongside one another. This will help them develop a holistic approach across social media channels. Learn more here. Custom defined metrics will give social media managers and analysts control over how they define success with the world’s most unified social media analytics platform. Learn more here. Announcing early access for paid execution for Facebook & Instagram, which enables marketers to seamlessly switch from publishing organic content to creating bespoke ads, with calendar visibility and analytics insight across social channels. Reach out to your Customer Success Manager if you are interested in joining the early access program.ViewsSign in to react to this postCommentsKhoros Kudos 2020 Winners
Khoros customers are leaders and champions of progress in many different industries. Their innovative solutions, dedication to customers, and overall awesomeness make us proud to be their partners. This year, we asked them to tell us their success stories, so that we can celebrate their achievements with the Khoros Kudos Awards. We were amazed at the submissions. From Hikma Pharmaceuticals, who used Khoros Marketing to increase engagement on posts by 73%, to Intuit, who used their community to handle massive spikes in support volume during COVID-19, brands across a variety of industries impressed us with their 2020 stories. We received a total of 92 incredible submissions in 11 categories. This was a tough year in which brands had to think on their feet and continually adapt to moving goal posts. As impressed as we were with all the submissions, and as tough as the competition in each category was, we unfortunately can’t give everyone a Kudos Award. So here are the winners of the 11 categories. To each winner, and of course to each brand that submitted a nomination, congratulations on a great year — and thank you for a great year of partnership. We can’t wait to see what you do in 2021. _________________________________________________________________________________________________________________________________ All-Ways Connected — Tealium Recognizing a customer who successfully integrated Khoros to strategically align people, processes, and technology to connect with their customers in all ways. To manage company growth, Tealium onboarded Khoros and integrated their community and social media management platforms. Doing so simplified community processes for employees while enhancing communications with their customers. Tealium’s impressive results include a 55% increase in unique community visitors, 40+ badged Tealium product-certified community users, and 250+ product-certified members. Sensational work keeping up with growth while maintaining a human touch, Tealium! _________________________________________________________________________________________________________________________________ Best-in-Class: Care — Midco Recognizing a customer who has been able to utilize the Khoros Care solution most effectively to improve customer satisfaction and manage costs. Midco’s mission is to be the best communications company in the country for their customers, employees, stakeholders, and communities. With Khoros Care, they’re well on their way. Midco makes use of several Care features, including Snooze and Modern Chat, to provide an unmatched customer experience. This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. Way to max out the features of Khoros Care for some amazing achievements, Midco! _________________________________________________________________________________________________________________________________ Best-in-Class: Community — Airbnb Recognizing a customer who has been able to utilize the Khoros Communities solution most effectively to generate growth and accomplish their company mission. Over the past year, Airbnb has worked with the Khoros team to significantly improve their community experience. The results of their efforts speak for themselves: Airbnb’s community realized 30% year-over-year membership growth and one-third of the community’s lifetime page views occurred in just the past year. Airbnb also reports that hosts who are community members earn 2.5 times more revenue than those who aren’t. Incredible job making your Khoros-powered Community even more engaging, Airbnb! _________________________________________________________________________________________________________________________________ Best-in-Class: Marketing — AAA Recognizing a customer who has been able to utilize the Khoros Marketing solution most effectively to elevate their brand’s customer engagement capabilities and execution. When the COVID-19 crisis hit, AAA had to quickly pivot their carefully-crafted social media calendar and develop content focused on their members’ needs in a rapidly changing environment. Khoros Marketing has helped AAA connect with members in a variety of ways over the past year. AAA even made the Khoros Marketing Contact Center their hub for all publishing and approvals. AAA was truly there for their members on social media during this tough year, as evidenced by their 113% YoY increase in reach, 140% YoY increase in impressions, and 164% YoYincrease in engagement. Extraordinary work using Khoros Marketing to get your message across and put your members first, AAA! _________________________________________________________________________________________________________________________________ Better Together — TELUS Recognizing a customer who has been able to most effectively showcase success in utilizing at least two out of three solutions — Care, Community, and Marketing — as a synchronized customer engagement platform. TELUS onboarded Khoros Care and Khoros Communities to provide support, solutions, and transparency, achieving their goal of providing best-in-class self-serve digital solutions and customer support. They had some amazing accomplishments this year, including a 98% customer satisfaction rating, $4.7M+ in operational savings, and a 96% likely-to-recommend rate. Stellar job combining Khoros solutions to achieve service and content-creation excellence, TELUS! _________________________________________________________________________________________________________________________________ Bottom Line Savings Rock Star — SAS Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to save money. SAS used their Khoros community to help streamline communications with their customers, enhance their support offerings, improve response times, and strengthen their relationships with their users. With Khoros Communities, they realized a one-year savings of approximately $7M, and a 1,026% ROI. Additionally, a whopping 74% of customers found an answer to their issue within SAS’s community. Fantastic job putting Khoros Communities to work and saving big, SAS! _________________________________________________________________________________________________________________________________ Keep Calm and Carry On — United States Postal Service Recognizing a customer who has demonstrated their ability to manage and come through a crisis even stronger using Khoros solutions. COVID-19 has meant unprecedented challenges for many brands, and especially for the United States Postal Service (USPS). This, combined with a national census in an election year with mixed feelings about vote-by-mail, made for a tough year. USPS relied on Khoros to address these challenges and help them listen to customers and employees to solve issues creatively and successfully. For their efforts, the USPS saw a 150% increase in site traffic, reached 423k users with top organic posts, and ranked #1 in corporate response to the pandemic. You truly embody the spirit of Keep Calm and Carry On, USPS! _________________________________________________________________________________________________________________________________ Rookie of the Year — Intel Recognizing a customer who has started using Khoros technology within the past 12 months and has already seen increased success in customer engagement. Intel partnered with Khoros and was able to integrate their two communities into one platform, including 75 forums. Immediately after onboarding Khoros, Intel’s satisfaction scores improved 7%. Superb work supporting your customers while improving your products, Intel! _________________________________________________________________________________________________________________________________ Small but Mighty — Bank of England Recognizing a customer who has less than three team members and an annual budget lower than $250K who has used one or more solutions to improve their brand’s care, marketing, or community capabilities. Bank of England (BoE) onboarded Khoros and can now effectively oversee all company workflows, track analytics, and deliver multichannel campaigns. With Khoros, BoE’s lean social media team was able to deliver success with their #TheNew20 campaign this year. They boasted 93 campaign posts, 127k total campaign engagements, and 4.84M campaign impressions. Banner job increasing productivity while maintaining creativity, all with a lean team, BoE! _________________________________________________________________________________________________________________________________ The Accelerator — Danone Recognizing a customer who has best scaled their deployment of a single or multiple Khoros solution. Danone partnered with Khoros to facilitate their vision of faster, more efficient content activation and social marketing performance that could be easily analyzed. With Khoros, Danone scaled out its deployment of Khoros Marketing globally, training 300+ active users and managing 250+ social media accounts in 25+ markets globally. Awesome job improving the way your stakeholders work, Danone! _________________________________________________________________________________________________________________________________ Top Line Growth All Star — Anaplan Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to increase revenue. Anaplan wanted to take their more than 30 user groups virtual to connect in new ways. With support from Khoros, they created Anaplan Live: four separate live events throughout the year with content produced by brand members at every level — from training teams to executives. Anaplan brought together 30+ user groups and hosted four live events on their Khoros community. With their live events, Anaplan brought in more than $2.2M. Amazing work using Khoros Communities to directly impact your business, Anaplan! _________________________________________________________________________________________________________________________________ Thank you again to every customer who submitted an entry, and congratulations to our Khoros Kudos Award finalists and winners.ViewsSign in to react to this postCommentsUpdates to Sign In/Registration
We’ve made changes to the Atlas Sign In/Registration page with the hopes that it will make it easier for members to understand how and where they can log into Atlas. When landing on the sign in page, users will have two options they can choose from: The Marketing Customers button will allow Khoros Marketing users (formally Spredfast) to sign or register into Atlas via Signal Sign On (SSO). If you use Khoros Marketing and another Khoros product, we recommend you sign in using Marketing SSO. If you are NOT a Marketing Customer and want to learn more about Atlas registration, follow this link. The All Others Users button will allow users to sign in or register using the Atlas sign in/registration form. “All other users” includes Khoros Care users, Khoros Communities users, Partners, Khoros staff, and non-Khoros customers.ViewsSign in to react to this postCommentsAtlas Proudly Adds Pronouns Option to Profile
Khoros is committed to creating an inclusive workplace for all, and that means recognizing the pronouns each of us use. Pronouns are used to refer to a person’s gender, and aren’t always what you might expect just by looking at someone. While not required, using your pronouns on Atlas can be a good way to remind people of your pronouns and continue normalizing discussions around them. Click here for more information on what pronouns are and how you can get used to using pronouns like they/them. Here’s how to include pronouns on your profile today! Update your profile Your profile management tools can be accessed by clicking on ‘my settings’ under your avatar icon on the top right of Atlas. Once on the ‘My settings: Personal’ page, click on the dropdown bar and select ‘Personal information.’ From here, you can add your preferred pronouns. Here are a few that are more commonly used: He/Him/His She/Her/Hers They/Them/Theirs After saving your preferred pronouns, click the ‘Make pronouns public’ link to be taken to your privacy settings. Making pronouns public On your ‘Privacy Settings’ page, you can change who can see what on your profile. To have pronouns displayed on your profile, set ‘Show private information in profile’ to ‘All.’ This option only displays some basic information on your profile including: name, pronoun, bio, friends list, and social fields if filled in. Your email address is not displayed. Now you can proudly display your pronouns on your Atlas profile.ViewsSign in to react to this postCommentsKhoros Kudos Deadline Extended to June 4th!
Here’s some good news to start your week: the Khoros Kudos Awards deadline has been extended to Friday, June 4! This gives you an extra week to pull together your story and share your successes in the 12 award categories. Best-in-Class Care Best-in-Class Community Best-in-Class CX Insights Best-in-Class Marketing The Accelerator All-Ways Connected Better Together: Customer Engagement Bottom Line Savings Rock Star Keep Calm and Carry On Rookie of the Year Small But Mighty Top Line Growth All Star We’ll announce the winners on Atlas, Khoros social media, and at our virtual Khoros Engage on September 22-23. All award submissions will be highlighted as part of the virtual event, with peer recognition by 1,500+ attendees. More information about the Khoros Kudos Awards can be found on the contest page on Atlas. Check out our winners and finalists from 2020 for inspiration telling your story! We look forward to celebrating your successes with you!ViewsSign in to react to this postCommentsMaia Q4 review
Hello Atlas, greetings once again from the Maia team! I wanted to take a moment and give everyone an update on what’s been going on with Maia in the last quarter. Check on Caseportal Case We understand that you need to be able to quickly check on support cases, so we created a flow that will allow you to do just that. Now you can open the chat bubble on Atlas or Khoros.com and type “Check on case” then you can choose to input a case number or have Maia look for recent cases. Escalate Caseportal Case Once you’ve checked on a case, the only logical next step would be to give you the ability to escalate that case if you feel that the issue is not be being given the consideration it merits. You can do this two ways with Maia, you can click the “escalate” button after checking on a case, or you can simply type “Escalate a case” within Maia’s chat. Google Business Messages One of the amazing things about the chatbot Khoros offers is the ability to integrate with almost every channel out there. We built flows specifically for Google Business Messages because we wanted to make sure anyone contacting us from that channel could benefit from Maia as well. If you message us from Google Maps, Maia will be replying to your message. Apple Business Chat In the same vein as GBM, Maia has been enabled to cover our Apple Business Chat as well. Apple Business chat is a little more complex as it follows the same boundaries that sms messaging does, so you cannot use buttons to guide the user. For this channel we have to rely on the AI/NLP that powers the chatbot to answer questions that users might have. Improved Product Coaching flows One of the coolest services that Khoros provides is our Product Coaching program. This program allows you to sign up for one on one coaching sessions with product experts. We have made flows that make signing up for these sessions as easy as possible without having to search Atlas to find them. Simply type, “Product Coaching” into Maia and answer a few questions to find the session you need and sign up for it all within Maia’s chat! This is a great way to find the help you need without having to navigate to a different page. Automatic agent handoff after unknown reply When you are logged in to Atlas and looking for help, we want to ensure that you are finding what you need in a timely manner. So we have added an action on Maia’s backend that automatically transfers you to an live agent when they are not understanding what you are saying. We hope this will help you get the help you need when and where you need it. So that’s all for this update, but stay tuned as we are going to continue to innovate and teach Maia to be the most useful virtual assistant around.ViewsSign in to react to this postComments
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