Customer engagement platform
Digital-first, omnichannel platform built for enterprises
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for live webinars and other events, like Khoros Engage
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
Data integrations for better customer experience
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for live webinars and other events, like Khoros Engage
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
Data integrations for better customer experience
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Autodesk is a global leader in design and make software for the architecture, engineering, construction, manufacturing, and media and entertainment industries. Some of their best-known products include AutoCAD, Civil 3D, and Revit. Autodesk has been in business for 37 years and the Autodesk Community has been around for over two decades. They primarily used their Khoros-powered community for support, but theyalso wanted to support peer-to-peer engagement.
During the decades that Autodesk has supported an online community, they’ve built up a lot of great content, and they now have an active superuser program. They wanted to increase the number of verified answers within their community while also increasing the number of superuser customers answering questions. The company decided to reintroduce a program called Answer Days that experienced previous successes on a much smaller scale. During their first revamped Answer Day, Autodesk set aside a 20-hour period in which team members from multiple departments across the company spent time answering customer questions about topics like technical support, development, workflows, and more.
Autodesk had a few important goals with Answer Day: They wanted to increase the amount of peer-to-peer answers in their community, drive monthly active users, and they wanted their audience to become comfortable with getting answers from the community and understanding the value of doing so. Autodesk also wanted to improve workflow for customers and increase adoption.
Autodesk set ambitious goals for Answer Day. In addition to in-community promotions, they coordinated across marketing, product support, customer success, and even HR/facilities to create an effective event. The marketing team promoted the event on social and organic channels. They also created internal assets to help customer-facing teams drive attendance and they encouraged employee participation across multiple offices. Communities aren’t usually tied to one specific moment in time, but with Answer Day, Autodesk created something unique: a coordinated event hosted on their community. The event lasted for 20 total hours and included more than 100 people company-wide.
Autodesk’s Answer Day was highly successful: not only were there huge spikes in questions and answers, but it engaged employees who had not participated in the community as well as tens of thousands of customers. Based on the success of their revamped Answer Day, Autodesk plans to host an Answer Day each quarter for different product groups and regions moving forward.
Answer Days based on industry and included team members from technical support, product, and development to answer customer questions
a space where developers could communicate with customers, bringing people together who don’t usually connect
employees on how to interact with customers in the forums
internal gamification to motivate team members, including rewards for the most likes and the most replies and solutions authored
“Answer days are live-action knowledge sharing sessions that increase community activity across the board for new users, superuser experts, and Autodesk employees alike.”
Answer Days are a celebration of Autodesk’s products and community, and they’re a celebration of team members connecting with customers directly. With their revamped Answer Day, Autodesk increased community engagement, traffic, and employee participation. They also increased the amount of peer-to-peer answers in their community, meaning that future searches will produce more results and they’ll earn a higher SEO placement. Verified answers increase search rank even more, meaning more traffic for the brand.
increase in questions asked
increase in questions answered
visits to the community within the Answer Day time period