Attendees: Amanda Cummings, Mark Keaney, Anthony Morris, Aaron Hill, @ChrisHemedinger , @beverlybrown , @IanAtJMP , Joe Furbee, @thiago , @stan_koprowski , @ShelleySessoms , @Ryan_Gilmore , Sam Monti (remote), Alex Still (remote), Mary Betts and Lisa Monk (Khoros Care presentation)
Discussion around needs. Content. Lots of it. How to tag for AI, search, etc. How do you keep relevant/manage.
Several tools within the digital stack. Companies starting to overlap features. Need to keep SAS investment in mind. Where would Khoros fit within that?
Khoros Carae - 1 to 1
Khoros Marketing - 1 to many
Khoros Community - many to many
In reviewing SAS metrics, Peer H had high solution views. Peer H made concerted effort to mark solutions within topics. (Note: review solution views for JMP to get an understanding of this area)
SAS improvement was to include the Community in the menu on the home page of sas.com.
Look into promoted search within the community.
22 total actions when creating a profile and registering for the community. Include links in the verification email to go back to the community.
Ask the Expert. Have a super user monitor a board to answer questions for a given time period. SAS tried "Coach's Corner". Not entirely successful despite promotion for a month prior.
Look at JMP tracks to see how well they line up with the deflection rate as a result of the community survey.
How much does the internal traffic contribute to the graphs seen in Amanda's graph? For example, looking at views, might be less views internally which could be affecting the numbers. Need to look at specific boards for views (or remove those just in Employee Spaces)?
Could we take advantage of the Customer Contact Center?
