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SOLUTIONS & TECHNOLOGY
Sep-16-2024
Introducing LinkedIn Page Messaging in Khoros Service
Courtney Tennikoff
We are excited to announce that LinkedIn Messaging for Pages is now available in Khoros Service! With over 1 billion users worldwide, LinkedIn is a great place for professionals to connect with brands.
LinkedIn Pages Messaging, a new feature in LinkedIn's API, enhances our current offering by enabling direct message capabilities for LinkedIn within Khoros Service. Previously, we were only able to support public content interactions such as comments and brand mentions. With this new LinkedIn capability, we can now offer brands the ability to engage in 1:1 member-initiated conversations.
This Beta access primarily focuses on member rather than company messaging, also known as Page Messaging, and significantly expands our LinkedIn functionality, enabling you to:
Manage LinkedIn inbound interactions with your brand in one centralized platform.
Gather and report on LinkedIn Pages Messages data.
Cultivate personalized interactions with your audience in the privacy of a direct message.
Use cases
People reach out to brands on LinkedIn for a range of purposes, and now Pages Messaging offers a private way for users to contact brands on LinkedIn with questions they don’t want to post publicly, such as:
Employment-related questions: job postings, application status, or interview preparation questions
Customer care: Product issues, help with an order, or service outages
Sales: Product information, pricing, or a demo request
Company information: Operation hours, location, or contact details
Is managing LinkedIn Page Messages in Khoros right for you?
Here are some leading indicators that your team would benefit from utilizing this feature:
Your brand has a large LinkedIn presence.
You want to unify your LinkedIn interactions and save time switching between Khoros and native platforms.
You want to apply the same safety and governance controls you have for your other LinkedIn responses to Pages Messaging.
You want to measure LinkedIn Pages Messaging conversation topics and customer sentiment.
You are interested in adding a bot to help handle inbound message volume.
Best practices for enabling LinkedIn Page Messages
If you want to enable LinkedIn Pages Messaging, a LinkedIn Super Admin of the page must:
Ensure the LinkedIn Pages Messaging button is toggled ON in the native company page inbox settings.
Select a minimum of two conversation topics for members to inquire about (this topic reflects as metadata in Khoros Service).
3. Re-integrate the organization company page in Khoros Care.
When adding LinkedIn Pages Messaging, it’s important to consider your work queue and routing configurations and how they will fit into your current setup. We recommend creating routing rules and tags based on conversation topics so that you can treat each conversation accordingly. For example, if a user messages your business and selects your topic “careers,” you might want to treat that differently than a support topic.
Not ready?
If you’re not ready to enable this feature, ensure the capability is toggled to OFF in your LinkedIn native company page inbox settings.
Want to know more?
To learn more, speak to your Khoros Customer Success Manager, or if you are new to Khoros, reach out to our team here.
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