Agent efficiency, automation, and operational insights
Introducing the next generation of online communities. Read the announcement
Without innovation, digital customer engagement stalls, and opportunities are lost. This year, brands have adapted to shifts in everything from business practices to employee structure to customer expectations. But perhaps the most salient takeaway from these last several months has been the reinforcement of a core consumer desire that doesn’t change: the fundamental need for human connection.
Consumers expect more than products and services from brands; they expect relationships, too. According to an October 2020 brand loyalty survey of 1,059 consumers, run by Khoros, consumers are twice as likely to prefer more relationship-oriented brands than transactional brands. Furthermore, when treated as an individual instead of just a number in a queue, 68% of consumers will spend more with a brand. And 76% of consumers agree they feel deeper loyalty and connection to a company who makes their interactions feel personal, rather than just transactional.
At Khoros, we’re committed to helping brands make stronger connections at every point in the customer journey. Our newest product innovations will help brands in every industry nurture relationships with consumers and create customers for life.
That’s why we’re so excited to announce our 2020 Autumn Launch.
The 2020 Autumn Innovation Launch brings the power of human connection to each of our customers. Marketing, service, and customer experience teams have been stretched thin this year and we know most could use some extra support. Our newest innovations will help brands improve their community management, team collaboration, and customer engagement processes.
Our Autumn Launch includes new channels, new experiences, new AI functionality, new coordination between teams, and new knowledge. We’re thrilled to share all of the details, so read on to learn about the new ways Khoros can support your brand’s digital engagement efforts.
Here’s what’s new.
We’re making it easier than ever to monitor, manage and moderate thriving communities, both on social media and owned. With new gesture-based scrolling (patent pending) in engagement manager and machine learning to reject hate speech, Khoros is innovating on behalf of the people nurturing community. Whether moderating for spam and accuracy or managing for participation and delight, community managers will have the best experience on the market today.
Shared visibility and coordination between marketing and service teams
Many teams are responsible for engaging with customers, from marketing and sales to customer service. Khoros is bringing these customer-facing teams together with shared visibility and coordination. With Khoros, service teams can take the right action on conversations based on the marketing content that inspired it. Marketing context — like campaign initiatives, plans, and tags — will now inform workflows and automatically route, prioritize, and filter conversations so customers have a cohesive experience with the brand. Plus, all customer-facing teams will see who owns the conversation so they can break down silos and speak with one brand voice.
Our new Event capability with social media video live streaming makes it more rewarding to host events in your branded community. The Events feature draws on some of the strongest aspects of online communities — networking and engaging conversations — to improve digital events (which, let’s face it, often fall short when it comes to making human connections). Brands can now also simplify digital events, from the initial creation and promotion to the actual management of the event. When in-person gatherings are limited or restricted, hosting events in online communities can help brands maintain important ties to their customers, and that crucial engagement can turn into real momentum for brands and customers.
For the average contact center, email makes up 15% of all inbound communications (the second-largest channel after phone), and we’re excited to add it to our repertoire. Brands will now have the ability to respond to inbound emails, and much more, directly in the Khoros Care platform. All digital service channels — including chat, messaging, social media, owned communities, reviews, and now email — are now consolidated so that contact center agents can engage with customers from one console with the most efficient workflows in the market.
We’re streamlining customer engagement with efficient, easy-to-use, AI-powered solutions to help our clients further reduce costs and increase customer satisfaction. Our two newest AI capabilities — intent detection and suggested responses — will help agents increase conversation volume without sacrificing quality. With intent detection, agents will no longer need to manually input every keyword. Instead, intent detection uses natural language processing (NLP) to identify consumer intents and automatically tag conversations.
The suggested responses feature analyzes historic brand conversations and surfaces the top responses, improving accuracy and saving agents time and effort, while still conveying a human touch to customers.
According to a consumer survey by Khoros, 71% of consumers say when companies overuse AI, it makes them feel like they don't value them as a customer. These agent-facing AI capabilities give brands the ability to have fast time-to-value while optimizing customer satisfaction.
Our new Slack integration allows brands to connect their community on Khoros Communities in exciting ways. Now, Khoros offers the only solution in the industry for brands to seamlessly communicate and search their community within Slack.
In our oversaturated digital age, more knowledge and communication isn’t always better. Instead, the ability to precisely source knowledge and streamline communication helps brands avoid notification overload, leading to better relationships, both internally and with customers.