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Sisense
Author Details: Name: David Raynor Title: Senior Community Manager Company: Sisense Tell us about you, your company, and your team? I joined Sisense as a Technical Account Manager in November 2022, started with the Community team in December 2023 as a Developer Liaison, and took over as Community Manager in January 2024. Sisense is a cloud-based business intelligence (BI) and analytics platform that helps businesses gather, analyze, and visualize data from multiple sources. It's designed to help businesses make informed decisions by providing a user-friendly interface for data exploration and reporting. We are a two-person Community team. Jackie Cordell and I handle the day-to-day operations of the community, identify and execute community projects and events, and report on community metrics. How does your role and your team support your company and its goals? The Sisense Community strives to empower members to find solutions through continued learning and collaboration. We showcase best practices, interesting use cases, and top users. The Sisense Community helps users to implement Sisense more effectively and efficiently. That supports Sisense's goals of customer retention and expansion. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? The Sisense Community was underperforming, with low participation and shrinking growth. Internal teams were not confident in the community experience and hesitated to recommend it to their customers. Customer retention and growth were suffering as customers were not able to quickly find answers for their questions and solve problems. Community is an integral part of improving those metrics. What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved. When I started the community, we were focused on engaging directly with the community to rebuild trust with our users. Responding to posts in a timely and closing the loop were the first actions we took to prove that we are dedicated to creating an active and engaged forum. The result is that engagement is up across the board, growing by 100% - 300% YoY. Internal engagement has also increased, with technical resources participating in the community by answering forum posts, creating Knowledge Base articles, and promoting the community to their customers. What were the business outcomes and value driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change. Customer retention and revenue growth are lagging indicators of Community engagement, so we have not been able to quantify the ROI yet. However, as Community engagement continues to grow we expect to see reduced churn and increased expansion. What were the progress outcomes driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change. We focus on user engagement. We want to see our current users engaging more, asking questions, providing solutions, viewing KB docs and Blogs, and generally being more active and engaged. As we create ways to tie community engagement with increased customer lifetime value, reduced support costs, and reduced churn, those will become important ROI markers for us. What differentiated the Khoros Communities solution in your ability to achieve/deliver on your goals for the year? What in the solution helped enable it? Were other factors involved? Our Customer Success team has been very engaged and helpful in moving us toward our goals. Their support team has been quick to respond to tickets, and I appreciate the Khoros Forums also. What parts of your experience working with Khoros enabled you to address the need or challenge? The ability to send an email escalation when a post has not been responded to has been very helpful, as has the assistance of the CS team to help us monitor our KPIs.74Views4likes1CommentHutchison 3G UK Limited (SMARTY)
Author Details: Name: Yulian Kozachok Title: CX Platform Lead Company: Hutchison 3G UK Limited (SMARTY) Tell us about you, your company, and your team? SMARTY is the SIM-only network on a mission to put the trust back into the mobile industry, by doing things differently. SMARTY believes there’s a better way to do things; great value, simple plans, transparent pricing and flexible monthly SIMs. Customers don’t need to worry about a hefty bill or nasty surprises at the end of the month – it’s simple, honest mobile. With a focus on the customer, SMARTY offers EU roaming up to 12GB and unlimited calls and texts with every plan. Customers can pause, change, or cancel monthly without long contracts tying them down for years. SMARTY is powered by Three Ireland's strong and reliable 4G and 5G network, which delivers super-fast speeds for all your mobile needs. SMARTY was recently named Which? Recommended Provider for the fourth year in a row thanks to its commitment to its customers – all 1 million + (as of October 2024) and counting! How does your role and your team support your company and its goals? The CX team specialises in creating a customer experience strategy that provides our audience with an engaging community and peer-to-peer support whenever needed. As a CX Platform Lead, I take care of the community, ensuring that it’s a reliable source of information for customers, allowing users to support one another while fielding engaging discussions. We also run multiple competitions on the platform to boost engagement and provide incentives for being a part of the community. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? The SMARTY Community platform is a place where customers can share knowledge and ideas, give peer-to-peer support and access 24/7 help. As our customer base grows, we are looking to gain more of their valuable insights through real-time feedback. The Khoros Community platform is a fantastic asset that enables us to listen to our customers, explore analytics, and understand our customers on a deeper level. We also know that our customers love to self-serve, rather than spend time trying to reach an agent. The community content management enabled us to tag, review and edit content quickly, so users can easily find solutions to any problems they face. What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved. Our goal for this year was to boost our Registrations, Engagement and improve community Resolution Rate. Community platform provides an excellent outlet to present customer-centric content to our base. We kicked 2024 off with a SMARTY Community 1st Anniversary Prize draw. “Let us know about your favourite bargain”. This was an instant success aligning well with SMARTY’s mission to provide great service at bargain prices. In July we have launched “Win Big This Summer” - our most successful activity so far. A segment of our new The Travel One newsletter, this event was a culmination of work and collaboration between Marketing, PR, Comms and CX teams within the business. To boost our community Resolution Rate, we have introduced a Help Video section in our forums and utilised custom content components to feature most wanted content when necessary. For example, Roaming and device settings during the summer months. In addition, we have launched and Ideation area where we invite our customers to share their suggestions and feedback about current features. What were the business outcomes and value driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change. There is a great value of having our community platform as there are many advantages over other social media channels. Besides providing self-service and decreasing the costs, we can use the community to engage with our base, gather insight, run tests and ideation. Great to see that our Community is helping people to make their purchasing decision. Conversion rate to store is between 1.6 - 2%. Retain – despite being no obligation SIM package only deals provider, we are seeing customers who have participated in multiple community events in the past 18 months, and we are looking forward to introducing a Superuser program. What were the progress outcomes driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change. Approaching our 2nd year, we believe our community is doing well, we have doubled almost in every metric and continue to grow: We have over 90K registered Community members already, and we average at 60K Unique Visits monthly. Our Traffic has been growing at a steady pace and we are well above 150k Page views every month now. Community Responsiveness is around 8hr mark. We have seen a 7% improvement in our Resolution Rate year to date. What differentiated the Khoros Communities solution in your ability to achieve/deliver on your goals for the year? What in the solution helped enable it? Were other factors involved? Khoros community platform provides a necessary toolbox to deliver our vision for Customer Experience. Currently we are sandbox testing Khoros Aurora platform and are excited about this powerful new tool that will help us to better manage our community and create more engaging customer experience. What parts of your experience working with Khoros enabled you to address the need or challenge? We have hadseveral customisation requests and Khoros PS were able to provide the solution swiftly. Our Customer Success team in Khoros provides support that we require. Atlas Community forum, and various community meetups and webinars Khoros is organising are particularly helpful to get an additional insight, share and learn from other community players.36Views1like0CommentsKhoros Care API to add users or update user roles
Hi All, I’m looking for assistance with the Khoros Care API, specifically regarding how to add users and update their roles. If anyone has experience with this, could you please share the steps or provide any examples of API calls? I’ve reviewed the API documentation, but I only found information related to Care API Reporting and Community APIs. Any assistance with where to get started would be greatly appreciated. Regards, Kevin7Views0likes0CommentsUnable to retrieve users using v2 API
Unable to retrieve users from /api/2.0/search?q=SELECT * FROM users endpoint though it's returning 200 response. What could be the reason? Here is the response: { "status": "success", "message": "", "http_code": 200, "data": { "type": "users", "list_item_type": "user", "size": 0, "items": [] }, "metadata": {} }20Views0likes0CommentsGenAI in Action: How a strong knowledge base fuels GenAI
Thursday, Nov-14-2024 | 11am CT | 9am PT | 12pm ET | 5pm BST AI chatbots used to be built manually — now GenAI builds bots instantly using brand “knowledge.” Join us to learn how to get started with your existing knowledge, what risks to consider, and why knowledge management is the future of AI. Join us to learn: How brand knowledge (FAQs, docs, forums, etc) powers chatbots The biggest knowledge opportunities and challenges New workflows for knowledge management6Views0likes0CommentsGenAI in Action: Maintaining knowledge to ensure GenAI governance, control, and safety
Thursday, Oct-31-2024 | 11am CT | 9am PT | 12pm ET | 5pm BST Brands are racing to deploy GenAI — but accuracy, security, and bias risks are a problem. This webinar explores how AI governance, knowledge management and orchestration can achieve high degrees of AI safety and control. Join us to learn: The role of knowledge management in maintaining safety and precision About GenAI vendors’ data and training policies The unwritten future of AI regulations and liability7Views0likes0CommentsCommunity Works: How Cisco reimagined its product-focused community for customer success
Join this insightful Community Works webinar to discover how Cisco reimagined its product-focused community into a dynamic customer success hub, attracting over 1.8 million monthly visitors worldwide. Wednesday, Oct-30-2024 | 10am PT | 12pm CT | 1pm ET This webinar will explore: Proven strategies for transforminga product-focused community into a customer success hub Ways toleverage tech partnerships and innovative featuresfor increased engagement How Ciscoaligned internally for powerful cross-functional outcomes22Views0likes0CommentsGenAI in Action: Best practices for GenAI in customer service
Thursday, Oct-17-2024 | 11am CT | 9am PT | 12pm ET | 5pm BST Two years since the launch of ChatGPT, this webinar will explore what customer service teams have learned about GenAI now that the initial hype has settled. Join us to stay one step ahead of the rapidly evolving AI customer support landscape. Join us to learn: The most common GenAI use cases for customer service Current GenAI adoption trends, priorities, and deployment tactics Future GenAI challenges and opportunities in customer service8Views0likes0CommentsCommunity Learning Labs Session 8: Long-term management and best practices
Tuesday, Dec-17-2024 | 8am PT | 10am CT | 11am ET Join this eight-part webinar series as we break down the critical components of building a thriving online community. Strategic consultant Brian Oblinger will guide you through each step with best practices and practical examples. Come and learn from the very best in the community space! In session 8, learn how to measure community success and continue to drive growth and engagement post-launch.5Views0likes0CommentsCommunity Learning Labs Session 7: Creating and building upon user momentum
Tuesday, Dec-03-2024 | 8am PT | 10am CT | 11am ET Join this eight-part webinar series as we break down the critical components of building a thriving online community. Strategic consultant Brian Oblinger will guide you through each step with best practices and practical examples. Come and learn from the very best in the community space! In session 7, gain insights around community member onboarding, gamification, and user recognition programs.4Views0likes0Comments