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ANNOUNCEMENT: Khoros acquires CX innovator Topbox and closes significant new growth investment from Vista Equity Partners Learn More
Digital-first, unified engagement hub
Online brand communities for enterprises
Enterprise CX analytics from Topbox, recently acquired by Khoros
Channel and tech integrations to provide a seamless customer experience
Increase agent efficiency and get contact center insight
Self-service support, education, and collaboration
Content management, publishing, and governance
Our in-house experts in social media and community management for Khoros customers
Data integrations for better customer experience
More than onboarding and implementation, this is where our partnership begins
Join us for live webinars and other events, like Khoros Engage
Watch webinars and events on your own time
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15+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
We’re hiring — come build the future of customer experience
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Our commitment to do more and do better
Connect with 70K+ customer engagement professionals
Find solutions and support for Khoros products here
Digital-first, unified engagement hub
Online brand communities for enterprises
Enterprise CX analytics from Topbox, recently acquired by Khoros
Channel and tech integrations to provide a seamless customer experience
Increase agent efficiency and get contact center insight
Self-service support, education, and collaboration
Content management, publishing, and governance
Our in-house experts in social media and community management for Khoros customers
Data integrations for better customer experience
More than onboarding and implementation, this is where our partnership begins
Join us for live webinars and other events, like Khoros Engage
Watch webinars and events on your own time
Whitepapers, checklists, on-demand webinars, guides, and more
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
15+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
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
Connect with 70K+ customer engagement professionals
Find solutions and support for Khoros products here
At Khoros, we’re starting 2021 with big news: today, we are excited to announce that Khoros has acquired CX innovator Topbox. Combined, we will deliver the industry’s most comprehensive solution for a unified, actionable view of the customer to create next-level customer experiences. Imagine: your customers keep running into the same issue with the assembly of your hot new toy on Christmas Day and flood your understaffed contact center with questions. What if you could tune into this feedback and immediately activate a proactive response through a community post, outbound social messaging, and automated messaging responses, all with the updated step-by-step instructions so your customers can assemble like a pro and avoid their kids’ meltdown? Together, Khoros and Topbox will give you the power to do just that.
Our vision is to help brands create customers for life by delivering human connection across the customer experience — that starts with listening to your customers and providing them with meaningful engagement. With Topbox, we’re excited to make this vision a reality.
Powerful CX insights for better customer engagement
Today, companies are having millions of direct conversations with customers across a growing number of channels. Every channel is important and companies can’t afford to selectively listen. So, Topbox created an innovative solution for brands to access, analyze, and understand what is driving all that volume in real-time, in one place, to empower you to manage the workload and deliver a better customer experience.
With Topbox’s omnichannel CX analytics platform, brands can contextualize customer conversations based on an organization’s products, business processes, and trending topics — all accessible in one single view. Topbox uses what Forrester Research calls “agnostic aggregation” of disparate data from different point solutions: call recordings, chat transcripts, emails, social media, surveys, reviews, in-app communications, web feedback, and more. Then, it applies proprietary NLP and AI to power comprehensive CX analyses and unveil how a customer feels and, more importantly, why they feel that way.
In addition to facilitating prompt and proactive responses to customer issues, as described above, Topbox insights empower businesses to address friction at its source, resolving the root cause and permanently improving customers’ experience with that part of the business. In the example above, this might mean updating the instructions that ship with the toy, or even revisiting the product itself to make future models easier to assemble. The goal of customer experience management (CXM) is not just better contact center interactions, but fewer of them.
Topbox insights will become actionable in Khoros’ award-winning digital customer engagement platform in early 2021. Once fully integrated, Khoros and Topbox will empower brands with greater intelligence to create deeper connections with customers in their channel of choice.
Our continued growth through 2021
Our acquisition of Topbox is backed by a significant new growth equity investment from our parent company, Vista Equity Partners. In addition to funding the acquisition, the capital raised will accelerate our company’s organic momentum in the market, including plans to hire an additional 20% in 2021 with a concentration on increasing our Engineering, Support, and Go-to-Market talent.
For more information on this acquisition, Topbox, and our recent growth investment from Vista, read the full press release here.
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