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
Khoros compiled tips from the following experts from a session at Khoros Engage.
John DeRose — VP Professional Services, Khoros
Aslan Noghre-Kar — Director Customer Community, Change Healthcare
Mark Obee — Group Manager Social & Community, Intuit
Miles Hipkin — Senior Product Owner, BT & EE Community and Social
Whether you’re new to the idea of a branded online community or currently operating one, understanding how to measure your community’s success is crucial. When you know what your community’s purpose is and you have measurable objectives to help you reach your goals, you can ensure your community’s success. Cost-saving objectives might be why your brand decided to build a community, but when you’re able to move from those objectives toward relationship-building objectives you can drive more value long-term. A community is really about people, and communities are built to serve them.
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1. Keep deflection metrics in perspectiveMeasuring the support deflection metrics of your community is crucial. Deflection often is the first metric most brands turn to when measuring the success of their community — but don’t let deflection become the whole story: there are other important ways to measure the success of your community, like SEO value, resolution time, and customer retention. |
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2. Continue to note tactical measurementsWhen your community is new, you pay attention to tactical measurements — like whether or not people are joining and updating their profiles. But, as your community matures and you move into strategy, don’t forget those early measurements. No matter how long your community has been around, or how robust it is, you still want to make sure all the basic activity is taking place. |
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3. Keep track of soft metrics as wellHard metrics are a crucial part of running an efficient business, but soft metrics — such as understanding how your community impacts individual members of your audience — are also a good way to measure success. For example, if your community allows for relationships to form and new business ventures to be launched among members, that’s a good sign that your community is impacting individual members in beneficial ways. |
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4. Keep KPIs and business outcomes separate (at least at first)When you’re starting your community, keep customer KPIs separate from business outcomes. Determine your KPIs for your customers, and then separately determine what you’re trying to accomplish as a business. That way, you can ensure that your focus remains on both tasks and you don’t lose either perspective. The two will eventually merge, as one of the ultimate goals of a community is to enable customers to solve problems on their |
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5. Drive value for customersHelp customers get the most from your products and services while also eliciting feedback from them so that you can boost business value. A vibrant, successful community has a place for customers to offer feedback about what’s working, what isn’t, and what changes should be a top priority. |
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6. Measure customer satisfaction (CSAT)Another valuable way to measure the impact of your community is to measure how happy members and visitors are when they use your community. Resolution rate — how often customers were able to find what they came to your community looking for — and insights from value analytics tools can offer an important window into customer satisfaction. |
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7. Consider the volume of insight that you’re driving back into the businessCommunities that help the business as a whole are driving measurable value. You can assess this value in a number of ways, including noting the number of Q&A sessions that you run with customers for various products and how many new products you pilot with super user groups. |
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8. Set appropriate expectationsWhen you’re trying to package the impact of your community in a way that brand executives will find valuable, it’s important to set the expectation of long-term goals: you’re building your community with the goal of improving the overall customer experience, and that not only takes time, it includes diverse arenas like support, loyalty, product and service development, and more. |
Khoros Engage brings together digital customer engagement leaders. Attendees hear from thought leaders inspiring them to bring their business to the next level, gain insights from brands and industry leaders on digital care, community, and marketing topics, and build a network of other digital leaders.
Want to learn more about online communities? Read our whitepaper: How Online Communities Improve Every Stage of the Customer Journey.
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