2023 Khoros Kudos Winners & Finalists
The Khoros Kudos Awards is an annual customer awards program that recognizes leading B2C and B2B brands who innovate to connect, service, and establish trust with their customers through the modern digital channels people prefer, including social media, websites, brand messaging, online communities, and more. We’re excited to announce the winners and finalists for 2023! ESRI: Best-in-Class: Community Winner Finalists: Zoom, Bell Canada, and Intuit Turbotax Bell Canada: Best-in-Class: Digital Customer Service Winner Finalists: Qlik, Three Ireland, Swisscom AAA: Best-in-Class: Social Winner Finalists: NSW Department of Customer Service, Promega, Lucky Mobile Intuit Quickbooks: Holistic Customer and Digital Engagement Winner Finalists: Canon USA, SMARTY, AAA Bombardier Recreational Products: Keep Calm and Carry On Winner Finalists: NSW Department of Customer Service, Mediacom, BT Ancestry: Partners for Life Winner Finalists: AAA, Virgin Plus, STIHL Watch the full video compilation of all of these stories on Khoros.com. Thank you to everyone who submitted this year. We’re looking forward to announcing information about the 2024 awards early next year.3.3KViewsSign in to react to this post0CommentsPresenting the Next Generation Community Software
Today, Khoros announces the launch of a game-changing new version of the Khoros Communities solution. With powerful new tools and features, the Aurora version empowers users to create more engaging member experiences and fully integrate community into their digital ecosystem. Read the full announcement here. Key advancements and features of this update include: Simple setup, endless potential: Communities deployed and evolved faster with minimal setup services required, using a robust set of expertly designed and preconfigured templates. Drag-and-drop design: Easily customize page layouts, navigation, and make design changes to your community with a new drag-and-drop interface that eliminates the need for custom code. Elevated insights: Surfacing insights is easier and more enjoyable with a wholly redesigned Analytics app within Administrator Settings. Updated insights include new analytics APIs, health and engagement metrics, reports, and more. AI-enhanced moderation: Supercharge community management with workflow automation, organization, and AI-driven content filters that let you spend more time on strategy and less on routine tasks. A more open, flexible platform: Build exclusive community experiences and custom integrations without limits using an evolved API-first architecture with a robust new GraphQL layer. Enhanced member experience: Increase engagement with beautiful, responsive, and accessible end-user experiences powered by an updated web application framework. Peering into the next generation: Benefits of Aurora The features offered by the Aurora version will help shape a new reality for online communities — adding immense value and new workflows that revolutionize the way that community is deployed, managed, and scaled. Improved productivity for community managers The platform’s drag-and-drop design empowers community managers to make changes on the fly without involving outside teams like IT. An out-of-the-box setup with preconfigured templates enables users to start making progress in their community faster. AI-enhanced moderation and workflow automation enhance efficiency on back-end moderation tasks. Decrease the total cost of ownership This new version of Khoros Communities offers improved ease of use and pre-packaged setup that vastly reduces the need for paid implementation services. Prove ROI and empower data-driven decisions In using elevated insights such as new analytics dashboards, widgets, and APIs, community teams can take more informed actions and get on-demand insight into what is and isn’t resonating with customers. Moreover, the next generation of Khoros Communities enables faster, more focused innovation with a bulk-data API and community firehose that feeds data to analytics engines like Microsoft Power BI. Extend t…ViewsSign in to react to this postCommentsKhoros Fresh Features: Episode Two
Khoros is proud to present the latest Community, Social Media Management, and Digital Contact Center innovations available to you right now. Check out the Product Videos and other resources below so you can unlock the full power Khoros has to offer. What’s New? New LinkedIn capabilities and EveryoneSocial integration. Enhanced LinkedIn Ads allow teams in Khoros Marketing to create and save targeting profiles to publish to and govern individual users’ access to those profiles Khoros Marketing can seamlessly publish posts to EveryoneSocial, just like any other channel What’s New? New Brand Messenger and DialogFlow integration. Take your messaging capabilities to the next level with the newest version of Brand Messenger Enhance your mobile chat experience with real-time configuration Unify your channels with our newest integration with Google DialogFlow What’s New? The launch of a game-changing new version of the Khoros Communities solution. With powerful new tools and features, the Aurora version empowers users to create more engaging member experiences and fully integrate community into their digital ecosystem. Have any questions about the resources provided? Please drop a comment, and we'll help as quickly as we can. Want to learn more about enabling any of these features? Reach out to your customer success manager.ViewsSign in to react to this postCommentsAtlas Updates: Cleaning Up Customizations
Customizations Going Away As part of our cleanup, the majority of our past customizations are being deprecated entirely. These mostly fell into either minor style tweaks or functionality that has become core to the product (or will be in Aurora). Among these: Custom Banners - allows users to upload a personalized banner image to their profile Additional Search Bars - duplicates the top right search bar above the content in some nodes Reply Button - indicates to which user you’re replying in a Forum-style discussion Custom Menu Dropdowns - adds multiple levels of menu dropdowns via a single hover action Home Page Notifications - duplicates and adds text to notifications from the top right nav bar Enhanced Profiles - shows more info about people you added as Friends in their Atlas profile Profile Bookmarks - allows you to save pages that appear as bookmarks in your profile Style Tweaks - changes layout / colors for top level nav bar icons, discussions, private messaging, etc. Various Other Minor Functionality - things you probably won’t notice went missing, unless you’re playing “Where’s Waldo” with some of your favorite Atlas tweaks from days of yore Customizations We’d Like to Bring Back In addition, there were a handful of strong candidates for being rebuilt once we’ve upgraded Atlas to Aurora. These largely involve functionality with a strong business case. Among these: Inline Labels - shows labels in a node at the top of the page before users scroll down Accepted Solutions - denotes forum discussions in a list that already have an Accepted Solution Product Outage Banners - shows the status of Khoros products, including whether there is an outage Kudos Awards Guide - guides people through the process of creating a Kudos Award Request Access Page - provides guidance about how to access an area by contacting Community Help Login Flow - a custom page that guides users through the Atlas login process (based on SSO status) We’ll be making these changes in the coming weeks and months, so please keep an eye out! In the meantime, feel free to share your feedback below. Special thanks to AbhishekGu, JakeRo, KellySt, and the Aurora Product Team for their advice throughout this process.ViewsSign in to react to this postComments- ViewsSign in to react to this postComment
2022 Khoros Kudos Awards Winners and Runner-Ups
The Khoros Kudos Awards is Khoros' annual customer awards program, in which we collect and reward customers on the incredible success stories they have with Khoros We received 77 submissions across 11 categories this year, and the following were determined by our Atlas Community and our expert judging panel as the Winners and Runner-Ups: Holistic Customer Engagement Platform: Viessmann (Winner),General Motors and Swisscom (Finalists) Best-in-Class: Community: Three Ireland (Winner), PowerSchool, and Spotify (Finalists) Best-in-Class: Digital: Orange Belgium (Winner), Bell Canada and Virgin Plus (Finalists) Best-in-Class: Insights: Intuit (Winner), Verizon Communications and Randstad (Finalists) Check out Randstad's episodes on the Titans of Customer Engagement Podcast Best-in-Class: Social: BMW x Accenture Song (Winner), Promega and Thermo Fisher (Finalists) Bottom Line Savings Rock Star: Flexera (Winner), Upwork and Verizon Communications (Finalists) Check out Upwork's episode on the Titans of Customer Engagement Podcast Engagement for Good: Truth Initiative (Winner), Révolutionnaire and Alteryx (Finalists) Keep Calm and Carry On: Zoom (Winner) and Vodafone Portugal (Finalist) Check out Zoom's episodes on the Titans of Customer Engagement Podcast Partners for Life: Palo Alto Networks (Winner), Target and Virgin Plus (Finalists) Rookie of the Year: F5 Networks (Winner) and Zoom (Finalist) The Innovator: General Motors (Winner) Congratulations to these customers, and thank you to everyone who submitted this year!ViewsSign in to react to this postComments- ViewsSign in to react to this postComments
Social proof drives customer acquisition
Social proof, which is sometimes called social validation, is one of the most powerful forms of human persuasion. Many of the most popular sites in the world — sites like Facebook, Amazon, Reddit, and Quora — host reviews, but brands that rely exclusively on these sites for social proof cannot maintain a consistent customer experience and aren’t able to access or control crucial customer data. The most effective way to generate positive social proof is through brand-owned communities. 87% of people read reviews, and 79% trust them as much as a personal recommendation In our latest ebook, Khoros experts offer insights and best practices to help brands build social proof in the most effective way — by creating a digital space for customers to get answers, connect with peers, and share new ideas. Our community professionals lay out how collaborating internally, supporting customers, and creating superusers are three of the best practices to organically increase social proof. When brands feature ratings and reviews about their products or services, conversion increases by 270% If your brand is looking for ways to elevate its community, look no further than social proof. Our ebook, Social Proof Drives Customer Acquisition is the essential solution for marketers seeking to overcome the noise and reach their audience with relevant, authentic messages. Read nowViewsSign in to react to this postCommentsThought Leadership + Outcome Keywords: A New CX Initiative
A common request from Khoros Customers is having more insightful content to drive future strategies in an ever-changing industry. We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. The Khoros Customer Engagement team has been hard at work developing content with a fresh outlook on modern solutions and paths to follow as you continue your journey. With these updates, we aim to help you transform theory into practice using the Khoros platform. We will continue to strive to deliver you the insights you need to succeed. Thought Leadership Blogs and Label Outcome Keyword Links Additional Label Tips First, I’d like to highlight our recent content development and distribution initiative. A tool can be used to the extent of the wielder's knowledge. The Khoros platform is no different. The powerful capabilities Khoros offers, paired with the rapid and unexpected shifts in the industry, can feel like going on a fool’s errand trying to stay on top of everything. This is why we launched our unique human-focused thought leadership content to cut through the clutter of vague social tips and misguided strategies. We’re here to bring you the who, what, when, where, and most importantly, the why with all things customer experience and Khoros. We want to ensure Atlas offers our members comprehensive thought leadership and unique content with your future strategy in mind. Stay updated when new content is published by subscribing to the new Thought Leadership Label in the Khoros Insights Blog. You’ll also notice new Outcome Keywords below the labels. Here's how you use these. Labels house the type of content, or in other words - if it’s a thought leadership article, a product update, best practices, or webinars. The Outcome Keywords are used to give you a sneak peek at what that specific content will highlight. For example, an article about how to use TikTok more effectively would fall under the thought leadership label, but its keyword - engagement rate - would highlight the article's focus. You could then explore all other Atlas content that focuses on engagement rate whether it’s an article, forum, webinar, or podcast. In partnership with the Atlas and Enablement teams, we’ve defined all Best Practices and Thought Leadership blogs related to actionable outcomes and included Keywords to help pull together similar content. Each dropdown below contains some outcome keywords that link to similarly tagged content for each Khoros solution. We hope this helps the discoverability of helpful content! Outcome Keywords Marketing Care Community CXI Active platform users Agent Handle Time Accepted Answers AHT reduction Approved and rejected messages Agent Performance Answers Found CSAT Approved and rejected posts Conversations Handled Community Revenue Customer Friction Points …ViewsSign in to react to this postCommentsSpring Innovation Release: Approachable AI, true omnichannel customer service and happier agents
Your customer experience team is no stranger to attrition — It's a tough gig! But the past two years have taken things to a new level of stress and burnout for your team. It doesn't stop with your frontline either. Leaders and executives, especially in the contact center, are struggling to backfill empty seats and train incoming employees — and they're paying mightily for it. The bad news is that these trends will probably continue, and possibly even increase, in 2022... But you know we have your back. Our latest release delivers new tools that will help you keep employees — and customers — happy for years to come. Here' what's new: Agent Assist Our new Agent Assist feature, which is already available to early access customers, dramatically reduces the time to handle customer inquiries, deliver accurate resolutions, and even the time needed to train new agents. Powered by Natural Language Processing (NLP), Agent Assist delivers agents real-time recommendations for troubleshooting Guides and Community Knowledge articles. Zero-training AI Agents are the most valuable resource in your contact center, and that’s where you should focus your investment. A contact center is only as good as the people interacting with customers. However, a close second in terms of contact center value is AI. And if you paid attention to the last release, you know we’re into making AI easy. Well, we really think we’ve outdone ourselves this spring with “zero-training” intent-based automation that’s easily-configurable to your business. That means no need for massive data lakes or specialized manpower to launch bots. You can find this approachability woven into our existing platform AI, and even driving our new Agent Assist tool. Synchronous Agent Mode Part of a glowing customer experience is meeting the customer where they are — when they’re available. These days, it’s hard to anticipate either of those. That’s why we’ve created Synchronous Agent Mode, which automatically prioritizes live web chats for your agents so they can easily see — and quickly serve — those customers expecting a real-time conversation. Available for early adopters, this new agent mode can help your contact center balance customer demands for both synchronous and asynchronous interactions — a crucial capability for any digital-first customer service organization. Cobrowse Integration Playing a game of Eye Spy shouldn’t be part of any workflow in your contact center. With the Cobrowse integration, an agent and customer can simultaneously navigate a webpage in real-time, enabling the agent to easily see where the customer is struggling and quickly help them resolve the customer’s issue. Voice Integration into Khoros Care vis Amazon Connect We heard you loud and clear. We listened to you. This release, we’re adding something that is off the hook! Okay, enough with the puns. If you haven’t guess…ViewsSign in to react to this postComments
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