Qlik’s Story
Qlik enhances their spam filter and incorporates seamless content organization, resulting in community engagement growth and community support deflection savings.
Summary
Qlik is on a mission to help their more than 40,000 global customers use their data to solve their problems, meet new objectives, and address critical business needs.
Committed to empowering members to ask questions and facilitate answers through their peers, the team first introduced their community to support users in a one-to-many service model. However, Qlik quickly recognized that the community could be so much more, and has since transformed the community into a platform purpose-built to encourage knowledge sharing, engagement, event participation, and customer feedback.
COMMUNITY SCALE
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26 %
YoY engagement growth (2024)
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32 %
increase in new members (2020)
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25 %
employee engagement growth (2024)
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70 %
community growth (2020)
BUSINESS OUTCOMES
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4.5 %
increase in event registrations (2024)
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$ 1.4 M
in community support deflection cost savings (2024)
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25 %
YoY case reduction (2020)
“The combination of Khoros platform-tailored features and our team's strategic efforts created an ecosystem that supported knowledge sharing and user engagement. By leveraging these strengths, we continue to improve our already thriving community, which enhanced our members' overall experience and reinforced their loyalty to Qlik Solutions.”
— Suzanne Macaluso - Senior Advisor, Digital Platforms at Qlik
About Qlik
Founded over 30 years ago, Qlik is a leader in data integration, analytics, and artificial intelligence platforms. The company prides itself in partnering closely with customers to solve their most difficult data challenges wherever they exist. Offering a single SaaS solution with hybrid deployment options, Qlik gives customers choice, flexibility, and security on how and where they deploy, store, and analyze data.
Rationale for change / Business use case
After already having reaped early benefits from their existing community, Qlik looked to continually improve and optimize this important resource that was once described as being the “heartbeat of Qlik.” One way to do so was by combatting a surfacing challenge of a significant increase in spam infiltrating the community. Their goal was to prevent members from encountering spam and having to report it. Qlik worked closely with Khoros to enhance the spam filter and become educated about the platform's capabilities.
An additional goal set by the Qlik team for the brand’s community was to increase new members by 32%.
CUSTOMER SUCCESS
“Collaborating with our Khoros moderation team and our TAM has been crucial in addressing our needs and challenges. They offered proactive guidance and advice, helping us navigate decisions and implement changes on the platform.”
SUZANNE MACALUSO
Senior Advisor, Digital Platforms at Qlik
“The Khoros Community has enabled us to transform our support organization. We have greatly improved the customer experience by providing our members with digitally relevant, expert information at the right time, in the right place with minimal effort.”
COURTNEY CROMLEY
Director, Global Support, Delivery - Americas
COMMUNITY JOURNEY
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Inception
Inception
The Qlik community was initially launched over a decade ago and it quickly grew into one of the largest and most-trusted online communities in Business Intelligence. In 2018, the team relaunched the community with the goal of significantly increasing employee participation, and deploying a complex moderation process to transform engagement.
Technology: Qlik chose to migrate their community from Jive to Lithium (now Khoros) with a Salesforce CRM integration. Post migration, with the help of internal enablement and external promotion of their new look and functionality, Qlik reaped the benefits: 70% community growth, 25% employee engagement growth, and 25% YoY case reduction.
“We wanted a community platform with consistent enterprise-level abilities as well as a history that showcased staying power and could support a long-term partnership. That’s why we chose Khoros.”
— Melissa Potvin - Director, Qlik Communities at Qlik
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Growth
Growth
Since their relaunch in 2018, Qlik has witnessed positive membership growth, with a year-over-year increase of 107% since 2021. In 2022, they decided to focus on engagement as they had achieved their growth targets. Through the rollout of new areas, programs, and tools over this time period such as a full UI redesign, release notes, Qlik gallery, events, Khoros BOT, and outage notifications, the brand saw improvements in key growth and engagement metrics, including unique visitors, page views, visits, and likes.
Technology:
- Integration with Marketo to track Automation Qualifying Leads (AQLs), has enabled Qlik to make a more comprehensive assessment of marketing automation effectiveness and lead generation within the community.
- Introduction of Khoros Care, has empowered the team to direct all support channels to their community and provide their customer support organization with the tools they needed to meet severity-3 support tickets and leverage articles from their knowledge base.
- Introduction of Khoros BOT to help members with support and other questions, has helped Qlik save up to $1.4M ROI through community support deflection in 2022.
Lessons learned
Cross-functional collaboration
Cross-functional collaboration
To achieve their goals, Qlik’s team responsible for their overall community, strategy, and governance prioritizes cross-functional collaboration with:
- Marketing, R&D, Support and Customer Success. This alignment helps ensure that community initiatives are aligned with broader company goals.
- Khoros Moderation team and TAM. The partnership with these two teams offers the Qlik community team proactive guidance and advice, helping them navigate decisions and implement changes on the platform.
- Product Management. The collaborative space in the community allows product managers to receive real-time user feedback and insights, leading to better-informed product development and feature enhancements.
Change management
Change Management
To promote a knowledge sharing culture, the Qlik team invested time to change behavior and maintain continued engagement among employees, customers, and partners.
- Knowledge sharing among members and employees. The community is designed as a knowledge sharing platform, built to empower users to find and share experiences. In the same spirit, the community provides critical knowledge for empowering Qlik employees, from improved customer insights for product management, stronger customer relationships for customer success, and increased event participation for marketing.
- Engagement tools. Features like gamification, badges, and leaderboards motivate users to participate actively and contribute to discussions, fostering a sense of community. Seamless integration of other platforms allow for a unified experience, facilitating user engagement across different touchpoints. Additionally, the intuitive design makes it easy for users to navigate and engage with content, encouraging participation and reducing barriers to entry.
Cross-Department Support
Cross-Department Support
Strong buy-in and support from senior leadership was the first step in bringing the Qlik community to life many years ago. The community team worked with company executives to ensure they recognized the value of this collaborative space. It would be a destination where all things analytics and data integration could be discussed, and members could access it 24 hours a day, 7 days a week, 365 days a year to obtain knowledge, ask questions, and talk to other customers, partners, and people who use Qlik products daily.
Once executive buy-in was in hand, Qlik’s support and product management teams quickly saw the value. It was more of a challenge to make people comfortable and help them to understand that this was not a formal support channel but rather an ongoing dialog of like-minded people trying to solve business challenges and learn from each other. Support teams saw the benefit in the community’s influence on call deflection.
With these teams bought in, many other areas of Qlik started jumping in with fresh ideas and input. Helping others solve problems quickly became part of the Qlik culture.
Results
Through hard work and enhancements to the company’s usage of spam filters, incorporation of gamification elements, and seamless content organization, Qlik reaped the benefits.
Membership growth
Reduced support ticket volume
Increased engagement
Increased event attendance
Why Khoros Community software
The Khoros-powered Qlik community provides an inclusive platform for customers, partners, students, prospects, and employees to ask questions, find answers, and share knowledge anytime, from anywhere. The company highly values the Khoros Communities platform for:
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Engaging content and gamification
Leveraging these features enables Qlik to boost organic growth by attracting new community members and keeping them with faster, easier to use, and more accessible member experiences. The brand is able to cultivate two-way dialogue with members and use a host of built-in styles to fuel interaction, including blogs, discussion forums, Q&A, ideas, private messages, and more.
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Platform scalability & stability
Qlik’s community has seen drastic membership growth. Since its launch in 2018, the community has grown from 58,000 members to now over 220,000 in just 6 years, a 279% overall increase.
Cut costs with community power
Qlik saved big on support by organizing content and filtering spam effectively. Discover how to grow engagement and deflect tickets with a Khoros Community.