Khoros Response

Keep customers for life by always being there in their moment of need.

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Khoros Response enables:


  • Scalable digital and social customer service

    Efficiently handle and resolve more customer conversations with smarter workflows and higher quality outcomes.

  • Multiple channels, single workflow

    Give agents the ability to engage across touchpoints and move fluidly between social, messaging apps, in-app and web messaging, and community.

  • Deep conversation insights

    Take the right action with agent-level operational metrics alongside your customer experience analytics.

  • Crisis detection and mitigation

    Monitor social volumes, sentiment, and keywords to take action and maintain customer experience during a crisis.



Features


  • Complex solution

    Advanced workflows

    Automatically filter, tag, prioritize, and route to the most appropriate work queue or agent for prompt resolution.

  • Health

    Operational analytics

    Plan resources, optimize performance, and prove business value with advanced agent performance and customer experience metrics.

  • Chat bot

    Automation

    Automatically label posts with actionability, sentiment, language, source, and content tags to optimize workflows and reporting.

  • Notification

    Notifications & alerts

    Receive email, desktop, and mobile alerts so you can adjust staffing and priorities on the fly.

  • Network

    Languages

    Operate globally with out-of-the-box detection for more than 25 languages and allow agents to customize their preferred UI display language.

  • Heirarchy

    Multi-level prioritization

    Automatically scan and assign priorities based on custom rules so agents work the most important issues first.

  • Verification

    Verification

    Authenticate the identity of customers to increase confidence when handling personal data.

  • Customer

    Holistic customer profile

    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.

  • Virtual reality

    Artificial intelligence/machine learning

    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.






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Khoros Messaging

Keep customers happy by never missing an opportunity to connect.

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