Hello Atlas members! If you haaven't sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today!   Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.   Atlas is getting ready to upgrade! Our next-gen Khoros Communities functionality allows Khoros to simplify navigation, clean up unused spaces, and focus on bringing you a better community experience. As we get closer to our summer launch, we’ll provide you with more details about what’s changing and how to navigate Atlas on the Aurora version of Khoros Communities.  We’re launching SearchUnify on Atlas  In addition to the Aurora upgrade, we are introducing SearchUnify as a tool on Atlas to help improve your search results! SearchUnify is a federated search solution that allows users to search multiple content repositories from a single search console within the community, allowing for a one-stop shop for content discovery.  Marketing Khoros Social Media Management Fresh Features - Episode 4 Check out the latest product release for Khoros’ Social Media Management. These include Instagram Story publishing, our highly anticipated paid advertising integration, and Manage view enhancements for Khoros Care users, guaranteed to skyrocket your social teams’ speed and scalability. Take a closer look!   2024’s top social media trends: How social listening maximizes their potential 2024’s social media marketing landscape focuses on one guiding principle: prioritization. Based on the growing pressure on brands to use their time and budget more effectively — in other words, to do more with less — it’s likely you face the challenge of pinpointing where to focus your resources to avoid diminishing returns.   To help you start, our in-house experts curated a list of seven key trends that define social media engagement in 2024. Using the corresponding practical social listening tips, you, too, can pave your way to a success-filled year in social media. Care Service Fresh Features - Episode 4  Welcome to our latest Khoros Service product release. featuring advanced gen-AI knowledge for faster automation, improved WhatsApp templates with less code and complexities, pre-built widgets to track your chatbot performance, new rich link previews for messages, and enhanced agent accessibility. Conversational AI: the Samsung Case Study Scripted bots are a thing of the past - no one wants to deal with the frustration of not being answered to, not being able to be passed on to an effort, and be stuck in an endless loop of ‘Could you please repeat your question? Feature update: Change Log - Export to CSV The Change Log now offers the ability to export data to CSV in an easy-to-read format. After you request a download, the downloaded file remains available for 24 hours. The Change Log retains up to 18 months of historical data, so if you need to keep a longer record of changes made, download Change Log data regularly. Feature update: Integration preferences By default, for new integrations where applicable (for example, Facebook, Instagram, LinkedIn, etc.), conversations are now automatically detected within the comments. To manage this setting, go to the Preferences of the integration where you can choose between Detect conversations within the comments (default) and All comments as a single conversation. Communities Communities Fresh Features - Episode 4  It’s that time again! We’re excited to unveil another round of feature updates to our Khoros solutions. Let’s dive into four key releases for the next-generation Khoros Communities solution, including a few eagerly awaited updates.   Khoros Communities Dev Lab | Virtual Meetup  Join us for a developer meetup that includes insights from product leadership about the Khoros Communities: Aurora SDK, a live Q&A session, and the chance to collaborate with fellow developers in virtual breakout rooms.  Register soon to ensure you get access to a test environment for this session.   Community works: How Spotify fuels self-service with community  Join us for a webinar on Wednesday, May 29 at 12pm ET, as Spotify’s Community Program Manager shares strategies for managing community content, tips for leveraging gamification, and approaches for gaining stakeholder buy-in. Save your spot    Aurora Upgrade Playbook Are you ready for an Aurora upgrade? This guide will help you determine a potential timeline step by step. The first step is to determine your readiness for upgrading to Aurora. There is no rush to move from Classic as of 2024, so it is essential to review where you stand and what you need in order to upgrade successfully.     Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Upcoming Khoros Customer Care Cloud webinar Wednesday, May-22-2024 5pm BST | 12pm EST | 11am CT | 9am PST  In a world where every customer interaction can make or break a brand, the Khoros Customer Care Cloud is set to redefine customer care standards and bring service and commerce journeys closer together. Join this exclusive, virtual event to see for yourself how it could transform your customer care strategy   Community works: How Spotify fuels self-service with community  Join us for a webinar on Wednesday, May 29 at 12pm ET, as Spotify’s Community Program Manager shares strategies for managing community content, tips for leveraging gamification, and approaches for gaining stakeholder buy-in. Save your spot    Khoros Communities Dev Lab | Virtual Meetup  Join us for a developer meetup that includes insights from product leadership about the Khoros Communities: Aurora SDK, a live Q&A session, and the chance to collaborate with fellow developers in virtual breakout rooms.  Register soon to ensure you get access to a test environment for this session.     Engaging Atlas Discussions Check out fresh discussion shoutouts every week on the Atlas homepage!     Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @CarolineS, @luk, @Lief, @tyw, @A11ey, @AbhishekIlindra, @Akenefick, @HariniVuppala, @Drew_C, and @maxpete! ... View more

Hello Atlas members! If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today!   Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. [RECAP] Khoros Fresh Features Product Release & Roadmap Webinar: The following on-demand Q&A and accompanying resources are intended to summarize recent releases, enhancements, and current plans for Khoros products, functionality, and other services to help you unlock the full power Khoros has to offer. Khoros Academy: Early Access Program: If you are interested in joining our early access program to help give feedback and shape future content, please reach out to your Khoros Customer Success Manager by April 30, 2024. Marketing Announcement: Facebook API deprecation updates: Facebook has announced the deprecation of certain APIs, effective March 14th, 2024. This change may impact the functionality of some features on our platform. At Khoros, we have proactively taken steps to minimize the impact of these deprecated APIs on our platform and ensure the integrity of your data.  STIHL engages with millions of fans: STIHL reaches millions of people through their community-driven engagement and timely responses to grow brand love, connect with those seeking support, and so much more. How we harnessed employees’ power to transform our results: Learn how EveryoneSocial empowered Khoros' team members to become passionate brand ambassadors, augmenting outreach beyond the limits of traditional approaches. 90-Day Checklist: How to Set Up Employee Advocacy for Your Brand: Get every step you need to set up a successful employee advocacy program for your brand in no time Care Khoros Care v24.04.1 Release Notes: The Khoros Care Release for version 24.04.1 includes updates to reconnecting with some sources, updates to the CRM Connector, and new WhatsApp fields for the Raw Author Export in Care Analytics. Palo Alto Networks keeps customers secure: Palo Alto Networks expanded their community to streamline customer service and connect cybersecurity professionals from across the world. This led to a significant increase in support outcomes and community interactions. Communities Community Aurora 24.2 Release Notes: This release comes with enhancements on Badges, Events, reporting inappropriate content, bypassing moderation,  automatically and manually escalating forum discussions and replies to Salesforce, and moving content within the community. We've introduced metrics for Events and new metrics for Ideas. It also includes APIs to escalate cases to Salesforce, report abuse on User profile, and APIs for Badges and adding custom fields.  Community Aurora Now, Next, Later: We’re thrilled to continue innovating our next generation of Khoros Communities.  Below is a guide of features that are available now, planned to be released in the next quarter or later by the end of the year. Five steps to boost your community’s content health: Streamline your community content management with our 5 essential tips to keep content relevant and organized     Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Upcoming Community Works: Sky UK's Story: Join us for a live webinar on Thursday, April 18, featuring Nima Lawlor-Baniamer, Senior Product Owner for Community and Social at Sky UK. Learn how Sky revolutionizes the customer journey and serves customers end-to-end.  Available On-demand [RECAP] Khoros Fresh Features Product Release & Roadmap Webinar: The following on-demand Q&A and accompanying resources are intended to summarize recent releases, enhancements, and current plans for Khoros products, functionality, and other services to help you unlock the full power Khoros has to offer.   Engaging Atlas Discussions Check out fresh discussion shoutouts every week on the Atlas homepage!   Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: Special thanks to the current Atlas Top Engaged Contributors: @luk, @CarolineS, @tyw, @AbhishekIlindra, @StanGromer, @manasab, @HariniVuppala, @nbalogh, @tminett94, and @Akenefick!   Learn about what it takes to ascend to Titan status ... View more

Hello Atlas members! If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today!   Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.   Khoros Academy | Early Access Launch: You asked, and we listened. Khoros Academy will offer eLearning courses and role-based learning paths that teach you how to use commonly used capabilities of our Khoros solutions.  Currently, this is an invite-only, early access period for new users beginning today through the end of April. If you are interested in joining the Khoros Academy Early Access Program, reach out to your Customer Success Manager.    Khoros Fresh Features Product Release & Roadmap Webinar: Join our upcoming Fresh Features webinar to learn about recent releases, new product enhancements, and future roadmap from the Khoros product team.  Khoros product leads will then take your questions in a dedicated Q&A session on the latest Khoros innovations across our Community, Care, and Marketing products that power our Brand Communities, Social Media Management, and Digital Service solutions.   Strategic Services Global Trend Round Up: 29th February 2024: Congrats everyone, we made it to March! Check out the latest trends and updates including mentions of robots and Artificial intelligence.     Marketing Fresh Features Ep 3, January 2024 | Khoros Social Media Management: Check out these new social media software capabilities that make social publishing and engaging even easier.   AAA Customer Story: AAA is a trusted member organization for millions across North America. From roadside assistance to insurance, AAA gives its members peace of mind during life’s pivotal moments. A distributed business model helps AAA serve its customers wherever. The company deployed content-sharing best practices to support its goal of delivering a seamless customer experience across its federation.     Care Fresh Features Ep 3, January 2024 Launch | Khoros Service: Our team is excited to share the latest features of our customer service software. See what new capabilities are available now.   Apple Business Manager rich links: When agents send URLs through Apple Business Manager conversations, those URLs are now sent as rich links so that customers can preview the content before opening links.     Communities Fresh Features Ep 3, January 2024 Launch | Khoros Communities: Learn more about the two new engagement features, Ideas, and Rank, now available in the next generation of Khoros Communities.   Zoom Customer Story: When the pandemic caused people around the globe to retreat to their homes, Zoom quickly became a household name that represented human connection. COVID-19 spurred exponential growth in Zoom’s user base, and customers sought more online support than ever. Zoom needed to quickly and efficiently scale customer service to keep this large user base satisfied. The tech company created the Zoom Community to serve as an online self-service support forum; a space where global customers could ask questions, find answers, and exchange knowledge.   You Found it! We Fixed it!: It was found that after a Group Hub was moved to another category, the API to return the number of Group Hubs in a category did not return the correct result. This issue is now fixed.  Previously, an exception was thrown when you tried to add custom cookies on communities version 23.10 and later. This issue is now fixed. Now you can successfully add custom cookies.    Community Aurora 24.2 Release Notes: This release comes with enhancements on Badges, Events, reporting inappropriate content, bypassing moderation,  automatically and manually escalating forum discussions and replies to Salesforce, and moving content within the community. We've introduced metrics for Events and new metrics for Ideas. It also includes APIs to escalate cases to Salesforce, report abuse on User profile, and APIs for Badges and adding custom fields.   Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Upcoming Community works: How Esri drives customer success and business value Thursday, Mar-07-2024 | 5pm GMT | 12 pm EST | 11am CT | 9am PST   Khoros Fresh Features Product Release & Roadmap Webinar Tuesday, March 26 Fresh Features Presentation | 10 am CT / 4 pm BT Fresh Features Live Q&A | 10:30 am CT / 4:30 pm BT   Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. How do you create a custom form landing page for your community? Kudos to @nbalogh and @CarolineS for digging into how this can be done, and for helping out @maggiebrennan! You might think twice about changing node names in your community, knowing it might impact SEO. Thanks to @AbhishekIlindra  and @Claudius for addressing the concern and helping out @obrienpaule at the same time! Special Shoutout: Are you a developer interested in learning more about the Aurora SDK? Chime in here with a comment to show your interest in our upcoming developer conference. We'll be sharing more details in the near future.   Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @CarolineS, @tyw, @StanGromer, @Claudius, @Akenefick, @CyJervis, @AbhishekIlindra, @isxtn, @Toby, and @Lief! ... View more

  Hello Atlas members! If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today!   Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Celebrating CMAD 2024 with a thank you This month, we recognize and celebrate the efforts of community managers around the world using different platforms and tools to build stronger communities, along with better customer experiences. This year, we want to flip CMAD on its head a bit and instead share my appreciation for everyone who has helped me build, and who continues to help me build, community here on Atlas.   Strategic Services Global Trend Round-Up: 1st February 2024 Congrats, everyone! We made it through January! Check out the latest trends and updates to round out the starting month of 2024.   Marketing Fresh Features Ep 3, January 2024 | Khoros Social Media Management Check out these new social media software capabilities that make social publishing and engaging even easier.   Now Available: Publish Stories directly to Instagram One of the most requested SMM features is now available! Users now have the capability to post Stories directly to Instagram through Khoros. Choose an Instagram account, and select "Stories" from the placement dropdown menu. A maximum of 10 images, videos, or a combination thereof can be published. Care Fresh Features Ep 3, January 2024 Launch | Khoros Service Our team is excited to share the latest features of our customer service software. See what new capabilities are available now.   Change Log: See when an integration has been reconnected Admins can now use the Change Log to see when a particular source integration has been reconnected. When any administrator takes a reconnection action, a Source Integration Reconnected event is added on the Change Log page.   Agent View accessibility and Brand Messenger update To maintain a11y compliance in Agent View, we have improved accessibility for the Suggested Knowledge Base Articles section below the response field. Agents can now press the Tab key to navigate among the tabs in this section and press the Enter key or the Spacebar to select a tab. The Brand Messenger Modern Chat Preview pane has been updated to more accurately reflect the appearance of the widget.   Communities Fresh Features Ep 3, January 2024 Launch | Khoros Communities Learn more about the two new engagement features, Ideas, and Rank, now available in the next generation of Khoros Communities.   Community Aurora 23.12 Release Notes Events are now released for General Availability (GA), and based on their notification preferences, members can now receive email notifications regarding Events. In this release, we've introduced two widgets on the Ideas Dashboard, Ideas by Age, and Idea Status Set/Idea Statuses.   Khoros Communities 23.12 Release We have enhanced the Inappropriate content reporting feature to align with DSA standards, empowering community members to report undesirable content. Now, they can report community posts (including comments and replies), Private Messages, and User Profiles. Anonymous reporting is available for both posts (including comments and replies) and User Profiles, ensuring a safer and more compliant online community experience.   Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. How can you make it easier for Google to crawl your community site, @Mercedes_O asks? @Claudius chimed in with a helpful and thorough response, including custom code, and even created a separate how-to write-up. Way to go! Just how much can you restrict visibility of different areas of your community? @CarolineS and @Claudius were happy to explain. Great answers and great question @mmeagher! There's all kinds of neat platform functionality in sometimes unexpected places. @StanGromer found one such feature related to column sorting in Analytics that made his work more efficient and called it out for others. We appreciate it, Stan!   Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @tyw, @CarolineS, @StanGromer, @Akenefick, @Claudius, @CyJervis, @AbhishekIlindra, @isxtn, @JasonHill, and @Toby! ... View more

Happy New Year Atlas members!  If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today!   Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.   Complimentary analyst report: Gartner’s Top Strategic Predictions for 2024 and Beyond  “AI” was the biggest buzzword of 2023. So how does it now fit into our future, and should executives be taking a closer look? This Gartner® analyst report explores questions like this, providing valuable predictions and insights for executive leaders.   Reddit for Brands: Navigating the Front Page of the Internet  Should brands use Reddit? And if yes, how should they use it?  In this article, we'll explore whether brands should use Reddit, how to use it effectively, and what key considerations they should consider when engaging in this space.   Marketing Social media engagement: What is it and how to improve yours Measuring value and engagement on social media isn’t a new concept to marketers. With current economic headwinds and increased pressures to prove ROI, social measurement has become paramount for marketers everywhere. When marketers understand precisely what resonates the most with their audiences, they can better tailor their content strategy to turn brand followers into brand advocates.   Marketing Release Notes  There was an issue with the Instagram API, causing Instagram Stories metrics to show zero Impressions and Reach incorrectly.  The underlying issue has been resolved, and the accurate number of Impressions and Reach will be updated as soon as we receive the data from the API.   Care Close the loop with Khoros Care for your CRM If CRM systems are the brain of any customer-first brand, its heart is the customer support software that delivers lasting customer experiences. The NEW CRM Connector enables agents to manage CRM records and cases while managing omnichannel customer conversations   Agent Assist feedback in Care In the Agent Assist area of a conversation, agents can now submit feedback regarding Agent Assist. This enables them to indicate whether module/widget content is helpful, unhelpful, incorrect, or missing information.  Agents can also choose to submit overall feedback on the feature.   New Post column filters With this release, the Manage View Post column now has three new filters: First Post, Reply, and Any Post or Reply for specific source channels: Khoros Community, YouTube, and LinkedIn.  These Manage View filters work only on specific channels, as these channels allow us to distinguish between parent posts and corresponding replies.    Achieve operational efficiency and customer service excellence Catch up on this 40-minute discussion with customer experience experts Audrey William and Wendy Mikkelsen. They look into how an integrative contact center approach enhances adaptability, real-time decision-making, and operational control to meet the constantly evolving customer experience standards Communities 4 Examples of Great Online Communities & How They’ve Prospered  Successful brands can interact with their customers in a variety of ways, from offering customer support to creating a space for peer-to-peer information sharing, fostering lasting brand relationships, and more. In this post, we’ll share community examples from leading brands with insights on what makes them successful.   Adding closed captions to videos You can now enhance your video content with closed captions that are displayed while the video plays, offering improved accessibility and engagement. Note: To enable this functionality, open a Support ticket.    Khoros Product Coaching Check out complimentary Khoros Product Coaching sessions to get hands-on help learning how to use a piece of functionality or area of Marketing, Care, or Community. Customers Only Marketing: Product Coaching Sessions Index  Care: Product Coaching Sessions Index Communities: Product Coaching Sessions Index    Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @CarolineS, @Claudius, @tyw, @krisortiz, @Toby, @AbhishekIlindra, @StanGromer, @CyJervis, @Drew_C, and @JasonHill! ... View more