Retail & Distribution

Customer engagement and marketing solutions for the retail and distribution industries

Khoros helps retail businesses stay competitive in a crowded market while building strong customer relationships with brand communities, social media marketing, and digital care.

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Khoros named a Leader in the Forrester Wave™️: Social Suites

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Stand out from the crowd and build loyalty with an innovative digital engagement platform

Conquer the unique challenges of the retail industry with the comprehensive roster of enterprise technology from Khoros.

Khoros Care

Khoros Care
Khoros Marketing
Khoros Communities

AI-powered digital care

Contact centers in the retail industry have to handle a high volume of inquiries, but those inquiries typically fall into one of a few predictable categories: shipping questions, returns, etc. Khoros’s cutting edge AI capabilities can reduce strain on customer care agents by quickly answering easier questions, and directing more difficult questions to the right person. It’s important to get to these inquiries quickly and efficiently — and the only way to do that is with the help of an industry leading digital care solution, like Khoros.

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Data-driven social media management

A strong presence on social media is an absolute necessity for retailers of any size — and the more you know about your audience, the stronger your presence will be. With the Khoros platform, you’ll be able to see what people are saying about your brand on a wide variety of channels, all in one place. Track important metrics, plan content, and even create posts and respond to comments, all in real-time and at scale.

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Brand communities

Retailers face unique challenges compared to many Khoros customers. One of the most significant is the challenge of coordinating an excellent customer experience both for in-person and online shoppers. Khoros Communities can help. Communities are excellent ways for brands to boost digital customer engagement without taking away from the in-person experience. You can use them to update shoppers about deals, build brand loyalty, and even launch special offers. Khoros Communities are tailored to your specific needs, and we’ll work with you to set up metric tracking and other features to optimize engagement.

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Capture more customer attention in a fiercely competitive market

Competition among retail brands is as fierce as ever, and retailers compete not just for customers, but for brand recognition and loyalty in a crowded market. When consumers see hundreds or thousands of ads and social media posts every day, it’s difficult to stand out. Khoros can help with data-driven social media management, engagement, and customer service. We can help you at every stage of the customer journey — from before they’ve even heard of your brand, to when they need help with the product they just purchased, to when they’re considering buying something else.

Read the Stubhub case study

Create passionate fans and micro-influencers

Online brand communities aren’t just good for giving your customers information about products and sales. They’re also places for brand advocates to engage with other customers. In today’s competitive retail marketplace, brand advocates — your most passionate and loyal customers — are perhaps your most valuable assets. With an online community, you can amplify that value. A community allows you to syndicate content to your website or elsewhere, showing your less passionate customers just how much their peers love your brand.

Read the Sony Europe case study

Provide faster and smarter customer care

When consumers contact brands — whether it’s on social media, through online chat, via email, on the phone, or somewhere else — they expect a response. Khoros AI can help you make sure they get one. And with advanced workflows, you can make sure they get to the customer care representative that can best help them, creating a more personalized experience.

Read the European Wax Center case study

Why Khoros?

The capabilities you need.

Not sure what people are saying about your retail brand on social media? Use Khoros Deep Listening to listen into conversations around the world in multiple languages, to really get a feel for consumer sentiment. This is a vital capability for retail brands operating internationally.
With Modern Chat through Khoros Care, customer support agents in your contact center will be able to handle multiple, asynchronous conversations simultaneously. This gives them greater flexibility and productivity while also improving the customer’s purchasing experience, especially when they’re shopping online.

Content syndication and customer engagement features on Khoros Communities are ideal for brands who want to drive user generated content and interaction among customers. Users can share how much they love products, and even purchase again within the community.

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