Telecommunication services

Digital customer engagement solutions for the telecommunications industry

Khoros helps enterprise-level communication service providers (CSPs) keep pace with rapid innovation and reduce customer churn with industry-leading digital care, brand communities, and social marketing solutions.

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

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Tackle mounting customer expectations with an innovative digital engagement platform

Conquer the unique challenges of the telecommunications industry with the comprehensive suite of enterprise technology from Khoros.

Contact Center
  • ripples

    Scale digital care on the channels customers prefer, made more powerful with automation

    Connect and serve customers across messaging, reviews, communities, and social media.

    • Reduce support costs
    • Improve customer experience
    • Operate with unmatched insight and automation

    Care on your customers’ terms — and yours.

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  • ripples

    Host a vibrant space for people to connect, get answers, and share experiences

    Create a network where your prospects, customers, and partners engage around a shared purpose.

    • Unlock self-service to improve support
    • Increase engagement, retention, and growth
    • Build value with your customers

    Host your community to grow your business.

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  • ripples

    Simplify social media marketing operations to build and protect your brand

    Centrally manage and measure your social media campaigns in one easy-to-adopt platform that is built for change.

    • Drive efficiency and promote collaboration
    • Get insights faster to do more of what works
    • Enterprise-level governance to control access and approvals

    Marketing to connect with customers — at scale.

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  • ripples

    CX software to organize customer interaction data in one place

    The most comprehensive solution for a unified, actionable view of the customer to create world-class customer experiences.

    • Aggregate all sources of customer contact and feedback

    • Classify each customer interaction with a taxonomy unique to your business

    • Visualize data down to the individual interaction in one application

    An omnichannel customer experience for an omnichannel world.

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Provide a better experience for your customers and fast track sustainable expansion

Case 1

Reduce support costs and maximize your customer’s lifetime value

When your support agents are on the phone answering easy, repetitive questions, they’re not handling higher priority cases. This doesn’t just raise costs; it also increases hold times and decreases customer satisfaction. If you’re in telecommunications, you already have a digital-first mindset when it comes to products and services. The same should be true for your customer service. Lower your costs and maintain your SLAs at the same time by engaging customers when and where they need you.

Read the Spectrum case study

Increase community users and customer service efficiency simultaneously

Brand communities aren’t just places for customers to interact with one another. They’re also great for reducing call volume to your contact center. As your network grows and your community gains more users its ability to deflect calls scales with it. This means that you can increase efficiency even while you’re adding more users to your mobile, home, or business networks.

Read the Sprint case study
Case 2
Holistic

Gain a holistic view of your customers with advanced social data

A holistic view of the customer is becoming increasingly important for CSP brands as they strive to get insights from social media. Khoros Deep Listening offers insights for social media teams that extend to other parts of the organization. See what people are saying on social media about your brand, and use the Khoros platform to connect your teams and share the insights you gain.

Why Khoros?

The capabilities you need

  • 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 experience.

  • Content syndication on Khoros Communities can help you get information updates to customers quickly. This is vital especially when they experience issues with their service; instead of getting hundreds or thousands of calls asking for updates, your team can push the updates directly to the front page of the community or website.

  • Not sure what people are saying about your brand on social media? Use Khoros Deep Listening to listen in to conversations around the world in multiple languages, to really get a feel for consumer sentiment.

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Why

Trusted by the world’s top enterprise
telecommunications brands

  • Sprint
  • Spectrum
  • Telus
  • Rogers

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Related resources to learn more

4 ways to improve customer satisfaction scores (CSAT, NPS, and CES) with digital customer service