Khoros Response empowers brands to manage the explosion of digital and social customer service inquiries without sacrificing quality. Those great customer experiences boost customer satisfaction and loyalty. Advanced workflows and deep analytics maximize efficiency while also proving the value of digital customer care to the business.
Efficiently handle and resolve more customer conversations with smarter workflows and higher quality outcomes.
Give agents the ability to engage across touchpoints and move fluidly between social, messaging apps, in-app and web messaging, and community.
Take the right action with agent-level operational metrics alongside your customer experience analytics.
Monitor social volumes, sentiment, and keywords to take action and maintain customer experience during a crisis.
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.
Operate globally with out-of-the-box detection for more than 25 languages and allow agents to customize their preferred UI display language.
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.