Welcome to Komo (read me first!)

Getting started on Komo's comprehensive customer engagement platform.

Whether you've used the Komo Platform before or starting from scratch, it never hurts to go back to basics. 

Contents: 

The Engagement Hub 

Think of your Hub as your consumer's one-stop shop for branded experiences, content, competition, games and more. All of your content can live on your Hub, including games and digital rewards (more details on those features in the left navigation).

Your Engagement Hub can be embedded within an app, exist as a sub-domain to your marketing website or as a standalone URL. The Komo platform has an ever-growing number of what we call content cards and other tools that will help you engage your community. The platform is supported by a friendly and diligent Customer Success team that exists to help you get the most out of Komo's customer engagement tools. 

What Do I Need to Get Started? 

Before you jump into making your first Hub, please ensure you have completed all of the below initial onboarding tasks: 

  1. You have filled out your onboarding questionnaire.
  2. You have had or scheduled your kick-off call with your designated Customer Success Manager (or CSM for short!).
  3. You have been given access to the Komo portal and have set up permissions within your company settings, along with adding all necessary team members to your company in the Komo ecosystem. 
  4. You have had your onboarding call with your CSM to go over any questions and concerns you may have. This is also when we will show some other details and features like analytics, etc. 
  5. You’ve connected your Google Account in Account Settings. This will allow you to log in to the Komo ecosystem using your Google account. This step is optional but is a great way to maintain the security of your Komo account. 

Note: The email address associated with your Google Account must be the same as the email associated with your Komo account. 

We also recommend watching the 2 videos below to get you up and running on the Komo platform!

Navigating the Portal

 

 

Building your first card

 

 

Promoting your Hub 

Just like your social media channels and website, promoting your Hub and driving traffic to this digital destination is vital to successfully reaching your goals. For further suggestions regarding Hub promotion, check out our Knowledge Base Article here.

Our Best Tips to Drive Traffic to Your Hub: 

  • Connect your Instagram 'Link in Bio' to your Hub.  You can then convert all other links previously included in your bio into clickable banners that sit on your Hub, making the Hub your one-stop shop for community building. 
  • Use the incredible engagement tools available to you on the platform, like Badges, leaderboards, points and customer profiles. These features will not only drive traffic to your Hub but ensure that your customers keep coming back for more. 
  • Place the link to your Hub on your website. This can be done through a banner, QR code, imagery or landing page.  Incentivise traffic by explaining to your community that it is the primary location for your most up-to-date content. 
  • Add your Hub URL to all purchase receipts (physical and digital).
  • Make use of digital media; utilise paid and organic social media promotion to increase your reach. 
  • Leverage your database to increase traffic to your Hub by including it in EDMs.
  • Use your Hub as an engagement tool at your live events or in your brick-and-mortar locations (more on this below). 

In-Venue Promotion Tips: 

  • Use posters with QR codes in locations your community frequents to increase awareness of the Hub and drive traffic. Popular locations are at the point of sale, in the bathroom(s), on tables, and on store windows.
  • Make use of big screens and Live Data Feeds to capture crowd attention during live events.
  • Print a Hub QR code on the back of your customer's receipts. 
  • Provide staff with training and a 'cheat sheet' of the best ways to promote the Engagement Hub to their customers. 

Hub Content 

Consider your Buyer:

Keeping your buyer persona front-of-mind when creating content will allow you to create higher-quality content and produce a higher engagement rate. Ask yourself questions like these when creating content for your Hub: 

  • What does my persona enjoy?
  • How do they consume information?
  • What are their passion points? 
  • How do they perceive value? 
  • What is important to them when it comes to customer experience and journey? 

Best Practices for Creating Hub Content: 

  • Use our Card Templates to your advantage! Our platform houses over 50 templates for different cards, campaigns and industries to give your creativity a kick-start and guide you in the right direction. You can view our library of Templates by using the + Add Content button in your Hub Editor. 
  • As well as Templates, we provide Design Guidelines for each Card, assisting you in designing your assets with the right specs, some examples of what your content could look like and some tips to help you on your way! 
  • Ensure you're adding Terms and Conditions to each of your competitions. You can find templates for these here
  • Don't overcomplicate your Hub; a simple quiz can be just as effective as a complex one if promoted correctly.
  • Hub design is just as (if not more!) important as the design of your individual content Cards. Take the time to set your logos, link up your other touchpoints in the footer of your Hub and bring your brand identity to your Hub as a whole. 
  • Use your brand assets to your advantage; include your colour palette, logo and other assets as much as possible as this will help drive brand recognition. 
    • In addition to this, use graphics like your card cover images to display key information like competition prizes, sponsorships, etc. 
  • You can use CTAs on cards to encourage further engagement with your brand.
  • Test your content to make sure you have set it up the way you intended and to ensure customers have a good user experience.
  • Keep your content fresh. Whenever a customer visits your Engagement Hub there should always be something new for them to engage with. This will improve the user experience and keep them coming back for more content. You can do this easily by utilising the card scheduling feature!

Hosting Competitions

Nearly every card on the Engagement Hub allows you to host a competition by adding a Data Capture form to the card. This allows you to seamlessly reward consumers for their engagement, with digital coupons, Pays-Enabled Digital Mastercards® or your own branded rewards and experiences. 

Click here to see the full article on setting up Data Capture.

Key Considerations

Below are a few key items you might want to consider, and the corresponding Knowledge Base Articles to help you on your way: 

  • Would you like to send SMS messages from the Komo Platform? To do this, you must register your organisation's Alphanumeric Sender ID via Twilio and connect this with Komo to ensure you meet Australian laws and regulations. Follow the steps in the article here to get started. 
  • Do you have other tools in your marketing stack that you'd like to connect with Komo's ecosystem? Komo supports integration with various CRM platforms, social networks, Google Analytics, and many more which you can read about here
  • It's important to decide how you want to utilise all of your brand touchpoints to promote your Hub using an omnichannel approach. Check out our article on Promotion here to get the ideas flowing!  
  • How would you like to manage the data you collect via the Komo Platform? Some of our customers prefer to use the Portal as a mini CRM, while others connect their external CRM via our integration settings. The choice is yours, but this is a good decision to make upfront. 
  • Have you considered how you might reward your consumers for their engagement with your Hub? Komo provides many avenues for prizing, including Digital Coupons and open and closed-loop Digital Pays-Enabled Mastercards® (via Vault Payment Solutions). Or, you can provide your own branded prizes and experiences to your users! 

Hub Ideas 

The Engagement Hub features a large and ever-growing selection of content cards to help you reach your goals. Here are a few ideas to get you started:

  • Videos: The Komo platform integrates with Youtube, Vimeo and Twitch, allowing you to embed videos directly into your Hub and centralise your content for your customers.
  • Articles & Blogs: Link to press releases, news articles and your blog(s) with Click banners!
  • Behind The Scenes: Use your Hub as an opportunity to truly engage with your audience by giving them a behind-the-scenes look at how you create your product or service!
  • Secret Codes: Have your users enter a secret code to unlock a special deal or coupon using the Secret Code Card. This is a great way to drive customers in-store or to your other digital touchpoints. 
  • Interesting Quotes: Use the Image Card to share interesting information and quotes about your brand. This can tie in with the other content on your Hub by providing a hint to Quiz and Number Guess Cards.
  • Teasers: Use the Hub to tease new products and draw consumers in to see what's new!
  • Customer Feedback: Use the 20 Words or Less Card to collect customer feedback about your products and services.
  • Tips and Tricks: Educate consumers on best practices to use your products and services by sharing a How-To video or blog post.
  • Promote Events: Got a big event coming up? Use the Hub to promote your in-person or virtual event by building hype with various related content such as the Countdown Card.
  • Polls: Let customers have their say on your brand with Poll Cards. These cards provide an opportunity for you to better understand your audience and improve your product.
  • Run a Rewards Campaign: Use the Receipt Uploader Card as a means to validate receipts and reward customers for their purchases. Alternatively, the card allows you to collect .JPEG and .PNG files to develop shareable, user-generated content. 

 

One Last Note: 

At Komo, we pride ourselves not only on the results our clients achieve with us but also on the service they receive whilst bringing their Engagement Hubs to life. 

If you ever have any questions about an upcoming activation, how you can best utilise Komo to get the best possible outcome, or just a general query, please don't hesitate to reach out to your Customer Success Specialist or email us at support@komo.tech

 

We also love your feedback, so please let us know if this article helped you by selecting from the Yes/No below. 

 

Louis Docherty 

Head of Customer Success