Case Study: Autodesk achieves scalable peer-to-peer support and 44% increased forum visits with Khoros Community

How Autodesk Leverages Peer-to-Peer Support with Khoros Community

Autodesk turned to Khoros and its Khoros Community platform to capture and scale the expertise of passionate professional users of AutoCAD, Maya and other products. The challenge was to create a peer-to-peer space that would reduce support load, surface product feedback, and channel superuser knowledge into both customer support and product development.

Working with Khoros, Autodesk launched an "Expert Elite" recognition program on Khoros Community that recruited, rewarded and engaged superusers (now ~455 members across 52 countries). The program—backed by NDAs and integration with the Autodesk Knowledge Network—delivered roughly 25,000 accepted solutions in 2017 (viewed over 7 million times) and drove a 44% increase in forum visits, while influencing product design and feature prioritization with Khoros as the enabling platform.

Autodesk

Katinka Sante

Senior Program Manager, Strategic Programs