Customer engagement platform
Digital-first, omnichannel platform built for enterprises
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for live webinars and other events, like Khoros Engage
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
Data integrations for better customer experience
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for live webinars and other events, like Khoros Engage
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
Data integrations for better customer experience
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Editor's Note: This post was originally created by Spredfast before Spredfast and Lithium merged and became Khoros.
Often times organizations in highly regulated industries (pharma, healthcare, medical device and financial) shy away from social media and believe not having social channels is the best no-risk approach. However, these scenarios cause more harm during times of crisis management—when false claims shift customer and investor perception—because the brand is unable to provide the kind of timely responses that social allows.
The biggest risk to a brand is not owning the conversation when a crisis occurs—therefore, the risk is higher for companies that are not social-ready. Not to fear: if the brand develops a strategic roadmap for success and has a team to support goals, they can see social media success in times of need. Below is an outline of social media crisis readiness best practices that are foundational for success in regulated industries.
The biggest risk to a brand is not owning the conversation when a crisis occurs
Pre-approved crisis content is crucial to your risk management process; it's important that you can join the conversation and start the recovery process ASAP.
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Social crisis readiness checklist
Here are ten readiness actions for a crisis situation. This is of great help in maintaining poise and being able to concentrate on your top priority, the crisis policy.
1. Outline who each crisis team member is and their role.
2. Develop a contact list for everyone to get in contact with one another no matter the time (A crisis waits for no man).
3. Create a scenario document with detailed steps defined in the crisis policy and follow the plan step-by-step.
4. Develop a media list of contacts (work closely with your PR contact to ensure alignment with other outreach activities).
5. Develop a log of each place and story the crisis is represented, which should include where the content was posted, who authored the content, and if it's associated with any paid media.
6. Identify if there are any negative paid media amplifying the story if so, the crisis team needs to identify if a blunting campaign is part of the crisis strategy.
7 Evaluate if you want to drive people from social channels to your brand website (or reputation management microsite) to expand on crisis content engagement.
8. Schedule morning and afternoon crisis team meetings to ensure everyone is leveraging the scenario document properly and that the cadence of events is working properly.
9. Monitor engagement metrics and closely identify keywords to monitor so the team can identify insights and pivot outreach as needed.
10. Develop daily leadership reports showing a breakdown of engagement, keywords, sentiment, and identify any brand influencers that are engaging in the conversation.