Cybersecurity Community Revamp for Better Engagement

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Industry

Cybersecurity

Based In

California, USA

Introduction

A global leader in cybersecurity aimed to revamp their online community to deliver a compelling CX. With a strong focus on providing cutting-edge security solutions, the company wanted to create a platform that offered seamless user interactions and enhanced community engagement. They partnered with us to redesign their community, implement custom features, and ensure a smooth transition to a more advanced platform.

The Customer

The customer is a California-based multinational corporation specializing in cybersecurity. They provide a wide range of solutions, including physical firewalls, antivirus software, intrusion prevention systems, and endpoint security components. Recognized globally, they rank among the most popular security appliance providers and are trusted by enterprises, service providers, and government organizations.

The Context

The customer’s existing online community lacked modern features and a user-friendly design. They were facing the following challenges:

Migrating user data from Higher Logic to Group Hubs.
Building a community aligned with their branding guidelines.
Addressing issues like spam content and low user engagement.
Adding functionality to support queries raised by community members.
Developing custom reporting tools for tracking employee contributions.

The Objective

Their primary goals were:

Designing and developing a new community platform on Khoros.
Ensuring seamless data migration from Higher Logic.
Adding advanced features like gamification, user-based permissions, and custom filters.
Reducing spam posts and improving the overall user experience.
Building a reporting tool to track employee contributions to the knowledge base and community.

The Solution

We collaborated closely with the customer to address their needs and delivered the following solutions:

Custom Forums: Created a one-stop solution for users to discuss, exchange best practices, and gain peer support.
Knowledge Base Development: Built a centralized repository for institutional knowledge.
Dynamic Color Schema: Parent groups featured unique colors, and child groups inherited these properties for visual cohesion.
Community Setup on Khoros: Successfully migrated the community to Khoros, incorporating gamification, user roles, badges, and permissions.
Spam Management: Implemented a code of conduct and moderation tools to minimize spam posts and ensure a safe environment.
Mobile-Friendly Design: Ensured the community was responsive and offered a seamless experience across devices.
Advanced Reporting Tool: Developed a custom reporting tool to track employee contributions efficiently.

The Impact

5.75%

Increase in User Engagement

20%

Reduction in Spam Posts

109%

Increase in Traffic with Improved Community Design

40%

Custom Reporting Tool Developed with Advanced Features

Conclusion

The revamped online community resulted in significant improvements in user engagement, reduced spam, and enhanced functionality. The redesign not only aligned the platform with the customer’s branding but also provided a superior experience for users. These updates reinforced the customer’s position as a global leader in the cybersecurity industry.