Khoros, a provider of customer engagement software, has announced that its Khoros Communities solution is experiencing a 47% increase in overall online community visits across the world to help brands quickly inform and educate their customers during COVID-19, the company said.
Also, new registrations within these brands´ communities are up 31%, indicating a clear demand for connection between customers.
According to a recent industry report, brands are increasingly recognizing the value of online communities, with 88% of companies saying that they are critical to their mission. Additionally, research by Hobson & Company, a research firm focused on ROI studies, found that online communities deflect 10% of support calls and increase revenue and retention by at least 1% each.
For a company with USD 100 million in annual revenue, Khoros Communities´ ROI Calculator shows that this results in a three-year return on investment of over USD 4 million. Given these market insights, Khoros Communities´ increased traffic means real financial impact for brands in a time of constrained spending and uncertainty. Industries experiencing the highest increase in online community visits include:
Government — 291% increase
Financial services and Insurance — 255% increase
Healthcare — 248% increase
B2B categories, such as Manufacturing and Software — 80% increase
Education and Utilities — an initial increase of 61% in March, followed by a steady 25% increase thereafter.
Online communities within the healthcare industry, specifically, continue to see growth as healthcare providers replace non-treatment physical interactions at scale and at pace.
Khoros, built from Spredfast + Lithium, is the customer engagement platform built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000+ brands, including 52 of the Interbrand 100 companies, and ten offices globally, Khoros powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey.