Khoros, a global leader in customer engagement software, 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. Also, new registrations within these brands’ communities are up 31%, indicating a clear demand for connection between customers.
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“We were able to deliver much needed education and training to the nation’s anesthesiologists – a critical service for when these doctors are needed again”
“The increased use of online communities during this global pandemic has been astounding,” said Nick Hill, general manager of Khoros Communities. “Online communities are a valuable tool and resource, and there’s no doubt that they’re helping brands immensely during these unprecedented times — providing self-service answers to questions, connecting people with experts, and matching needs with capacity. When digital communities work well, they also enhance the customer experience and build customer affinity.”
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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 leading 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 $100 million in annual revenue, Khoros Communities’ ROI Calculator shows that this results in a three-year return on investment of over $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.
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