Khoros Messaging enables companies to easily adopt and establish ongoing, private conversations on their customers’ favorite channels, while leveraging a single interface to increase efficiency, scale, and personalization. With Messaging, agents and bots can engage customers in private, 1-on-1 conversations across websites, mobile apps, SMS, and popular messaging apps like Facebook Messenger, Apple Business Chat and WhatsApp Business.
Enable authentic, real-time conversations with empowered agents and bot assistance to increase customer satisfaction.
Resolve customers’ needs quickly, easily, and personally by being instantly accessible in their channel of choice.
Don’t let a conversation drop because a session ended or a device changed.
Continue conversations from public and private social feeds to secure, owned customer messaging for data protection and control over end-to-end customer experience.
Reduce agent training time, especially for flex agents
Automatically filter, tag, prioritize, and route to the most appropriate work queue or agent for prompt resolution.
Plan resources, optimize performance, and prove business value with advanced agent performance and customer experience metrics.
Automatically label posts with actionability, sentiment, language, source, and content tags to optimize workflows and reporting.
Receive email, desktop, and mobile alerts so you can adjust staffing and priorities on the fly.
Never lose context in a customer messaging interaction, and ensure customers can re-engage whenever—and on whatever device—is most convenient.
Automatically scan and assign priorities based on custom rules so agents work the most important issues first.
Authenticate the identity of customers to increase confidence when handling personal data.
Respond with more context by using the most complete customer profile that contains information across social networks, CRM systems, interests, influence, tags, and internal notes across departments.
Learn from posts you’ve responded to in the past to help you better respond to posts in the future — and apply sentiment, all without the need to manually train.
Securely collect and own personal data.