Unlike most B2B companies, Khoros doesn't have tiered support. Philipe says a good way to think about their support is following -- Tier-0 is the customer, Tier-1 is the support community and Tier-2 is their own support. Khoros provides support for primarily Fortune 5000 companies and their support team is structured accordingly -- 110 people globally. Philippe has 5 functions in his team -- Program Management (Surveys etc.), Information experience (document, in-app support, community), Support Engg (backend support), Enterprise Account Support / Technical Account Management and Technical support (biggest team..almost 70 people). Customer Success is done by a different team.Philippe believes that in charging for support separately from product subscription (as long as the support is something that customers value).Their technology stack -- No IVR, Salesforce case management, Community (Khoros), JIRA/confluence (Engg), Squelch and Pendo. Incoming ticket bandwidth: < 1% social , <5% phone (going down), 55% email, 45% community case portal. Philippe's talks about why email is so high for them.How to make communities successful: 1/ Provide a reason for customers to go to community ("whats in it for me?". 2/ Customers need to feel that they “own” part of the community (using gamification to encourage peer responses). 3/ Ubiquitous (insert community in blog posts, marketing newsletters etc.).Chatbots can be successful only to the extent that they are option-based or workflow-based.How best to organize documentation teams around the concept of Information Experiences (IX)Next-gen support will be smooth, low-effort, predictive.
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