Canon USA’s Story
Learn how Canon USA fosters an environment for super users to provide peer support and knowledge sharing, helping to drive significant business outcomes.
Summary
Canon USA, Inc. is a leading provider of consumer, business, and industrial imaging and printing solutions. With a strong legacy of innovation, Canon USA combines exceptional performance, reliability, and customer care to deliver best-in-class products and services. To support customers at every touchpoint, Canon USA has developed a robust community experience focused on peer-to-peer support, proactive engagement, and streamlined service delivery.
Partnering with Khoros, Canon USA has transformed its digital support strategy through community engagement, platform enhancements, and self-service optimization.
COMMUNITY SCALE
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3 M+
solution views YTD
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15 %
solution-to-topic ratio
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8 %
increase in daily solutions YOY
BUSINESS OUTCOMES
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150 %+
increase in community referrals from the corporate website (2023)
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175 %
increase in engagement in the redesigned “Share Your Photos” forum (2023)
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19 %
solution-to-topic ratio (2022)
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85 %
increase in accepted daily solutions (2022)
"With Khoros Communities, our customers receive exceptional service at every touchpoint, and our super users help bring expert-level solutions to the forefront."
— Christopher Canada, Community Manager, Canon USA
About Canon USA
Canon USA, Inc. has been a trusted name in imaging solutions for over 50 years, offering cutting-edge technology across photography, printing, business equipment, and more. The company is known for combining innovation with a deep commitment to customer satisfaction and sustainability. Canon USA’s service model prioritizes high-quality support and learning from its customer base to continuously evolve its offerings.
Rationale for change / Business use case
As Canon USA expanded its digital presence, it became essential to provide scalable support, highlight peer-to-peer solutions, and proactively anticipate customer needs. The Canon community was developed to surface timely solutions, deflect support calls, and empower customers through expert-level content and engagement.
CUSTOMER SUCCESS
"The challenges this solution aimed to address were the need for more proactive customer support, faster issue resolution, and better engagement with our most active community members.”
Christopher Canada, Community Manager, Canon USA
“The increased visibility and relevance of community-driven content positively influenced product conversions.”
Alexis Brown
Christopher Canada, Community Manager, Canon USA
COMMUNITY JOURNEY
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Inception
Inception
Leading up to 2022, Canon USA launched its community to enable peer-to-peer support and reduce the burden on traditional support teams. Strategic collaboration with Khoros’ Strategic Services, Professional Services, and Customer Success teams focused on taxonomy improvements, a customized ranking system, and a robust badging initiative to recognize valuable contributors.
Technology: Early enhancements included badging, community events (e.g., Canon LIVE!), and API integrations setup.
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Growth
Growth
From 2022 to 2023, community features expanded to support major brand initiatives and social channel integration. Khoros Care was integrated to centralize moderation and social responses across platforms like Facebook, Twitter (X), and Instagram. Federated search was also implemented on the corporate website using API calls, helping customers discover relevant community content seamlessly.
Technology: Canon USA leveraged enhanced Khoros analytics as well as federated search.
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Maturity
Maturity
In 2023, Canon USA launched a formal super user group — empowering expert contributors to increase daily solution rates and accelerate peer-to-peer support. Data insights from Khoros helped tailor content delivery, measure badge performance, and track engagement KPIs — bringing community-led service to the forefront of Canon's support strategy.
Technology: Canon USA has benefited from utilizing advanced analytics for engagement tracking, SEO-optimized content, and continued API integration for timely content updates to the knowledge base.
Lessons learned
Super user empowerment drives results
Super user empowerment drives results
By identifying and celebrating top contributors, Canon fostered collaboration that directly improved solution rates and reduced support friction. Super users became an extension of the support team, driving measurable outcomes.
Integrated experience improves visibility and deflection
Integrated experience improves visibility and deflection
Federated search and API integration across Canon’s digital properties ensured that community solutions surfaced where users needed them—driving a 150%+ increase in community referrals from the corporate site.
Design and accessibility boost engagement
Design and accessibility boost engagement
A targeted redesign of the “Share Your Photos” forum led to a 175% increase in participation, proving the value of user-centric design and purposeful UX.
Results
Canon USA’s Khoros-powered community has delivered transformative results for both customers and internal teams. Today, the Canon USA community is a vital part of the company’s support and CX strategy, enabling faster resolutions, deeper relationships, and a better overall experience for millions of customers.
3M+ solution views YTD
8% increase in daily solutions YOY
150%+ increase in community referrals
175% forum engagement boost
Positive influence on conversions
Why Khoros Community software
Canon USA chose Khoros for its flexible, data-rich, and scalable platform. Key differentiators included:
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Open APIs to extend and integrate
Canon USA can simplify everything from custom integrations to data queries with an evolved platform built on a powerful GraphQL layer and separated from the front-end web app.
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Community analytics
They are able to harness data and surface insights to keep their community healthy and engaged.
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Unmatched expertise
Khoros community specialists are reliable with decades of experience in community strategy, design, and moderation.