0
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Strategy
Platform
Channel strategy
• Still need to be defined.
Working on a Social Media strategist since:
• Viasat is expanding to new markets.
• They are experimenting a rebranding process.
They want to achieve:
• Brand awareness increasement.
• To build a company reputation.
Social Care
• Dedicated team.
• Aprox. 20k queries per month. Twitter and Facebook.
• 70% are B2C.
• Noticing an increseament of social care channels vs. Tradicional channels.
Social Listening
• Getting feedback since they are entering to new markets and need
to learn from the users.
• Crisis management
• To analyze their competitors and measure their share of voice level.
Lead Generation
• Not working on this yet since their SM strategy is in a early stage.
Usage
• Publishing
• Planner
• Monitoring and engagement
• Listening
• Care – Salesforce integration
• Since scalating #licenses will be adding Vault product
to increase security.
• Assessing a possible integration with Marketo and DAM.
Khoros purpose
• To streamline work process and improve workflow.
• To build a governance.
• To publish all the information in a smart way.
• To get feedback on their new products and markets entering strategies.
• To gather accionable information.
•To improve security.
Conclusions
• High Khoros appreciation. Using it previously at Johnson & Johnson.
• Helpful automation capabilities
• Certification program.
• Khoros > Social Studio
• Listening module has limitations: it only allows to pull social DATA,
none external’.
• Management licenses limitations: not possible to give Access for
a limited time.
• Not possible to close a Salesforce case within Khoros.
+50 licenses
and scalating
+25 accounts
1,5 years of usage 80% B2B
+60k Followers
+73k interactions
1.175 posts
Use Case:
They suffered a massive
drop line and a huge
queries were redirected
to Social media channels.
It helped to mitigate
customer dissatisfaction.
• They are in
a moment of
changes.
• E.g launching
new products,
entering new
markets,
experimenting
a re-branding
process.
• Inbounds triage
and assigment.
Only 1% error.
• Sentiment score
• Paying for both solutions
(old Social studio contract).
She remarks how
many functionalities Khoros has
compared to Social Studio.
