AI & Automation
AI for every conversation, campaign, and customer
AI for every conversation, campaign, and customer
Self-service support, education, and collaboration
Agent efficiency, automation, and operational insights
Content management, publishing, and governance
Increase satisfaction and improve product adoption with complimentary training.
More than onboarding and implementation, this is where our partnership begins
Our in-house experts in social media and community management for Khoros customers
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Technical overviews and links to developer documentation
Join us for webinars and in-person events
Integrations to connect with your customers, wherever they are
Guides, tipsheets, ebooks, on-demand webinars, & more
Policies, resources, certifications, and updates on our commitment to data security & compliance
AI for every conversation, campaign, and customer
Self-service support, education, and collaboration
Agent efficiency, automation, and operational insights
Content management, publishing, and governance
Increase satisfaction and improve product adoption with complimentary training.
More than onboarding and implementation, this is where our partnership begins
Our in-house experts in social media and community management for Khoros customers
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Technical overviews and links to developer documentation
Join us for webinars and in-person events
Integrations to connect with your customers, wherever they are
Guides, tipsheets, ebooks, on-demand webinars, & more
Policies, resources, certifications, and updates on our commitment to data security & compliance
Build a customer community that lasts.
TRUSTED BY
It’s hard to create a community that works for customers, execs, and teams who oversee it.
Customers only join if they can self-serve, share ideas, and get instant answers. Leaders want rapid ROI. Yet the teams who build and manage it often feel under-prepared or under-resourced to deliver.
Not with Khoros.
Our next gen community management software enables companies to build and scale communities faster, with far fewer resources. With 25 years of experience, world-class services, and 100s of thriving communities, we help you create a community that lasts.
Reduce service & support costs
Your business can’t afford to waste agent time on simple requests. Deflect expensive calls and boost self-service by creating a central place for customers to ask questions, access knowledge, and get tips from peers and your brand. Uncover and resolve issues fast through a one-to-many approach.
CAPABILITIES
Community content management
Community moderation
Community automation
Microsoft Power BI saves +$1 million a month in deflected support call costs.
Increase CLV
Customers stay loyal to brands that listen, engage, and care. Use communities to foster customer dialogue. Monitor for trends, insights, or problems to fix. Collect ideas or feedback and close-the-loop on solutions. Unify knowledge bases, peer tips, training, and other resources that drive adoption, usage, and value.
CAPABILITIES
Community interaction styles
Community moderation
Community listening
The Zoom Community provides self-service support to 10+ million users.
Drive growth and innovation
Peer opinion can greatly influence your target audience. Create a community that connects peers and fuels user-generated content. Get on-demand insights for new product, service, and market ideas. Find, engage, and reward champions who spread positive word-of-mouth. Use peer validation to support upsell and cross-sell motions.
CAPABILITIES
Community gamification
Community analytics
Community listening
Intuit gains tens of millions in incremental revenue annually.
Explore Khoros community management software.
Khoros Communities provides everything needed to build an enterprise-class online community and scale engagement – with less resources, complexity, and cost.
Design a brand-approved community without custom code. Get expert-created templates and a simple, drag-and-drop interface to customize page layouts, navigation, brand themes and more.
Cultivate two-way dialogue with members. Use a host of built-in styles to fuel interaction, including blogs, discussion forums, Q&A, feedback and ideas, private messages, and more.
Produce high-quality community content quickly. Let subject matter experts craft visual posts or articles with ease. Tag, review, edit, and schedule go-live fast. Archive content to remove noise.
Make members feel valued. Review posts and conversations from across your community. Respond, approve, or reject in seconds. Get advanced tools for high-volume agent response.
Help moderators work smarter not harder. Let AI pick-up on discussion intent and sentiment. Use automation to filter, tag, prioritize, route, and remove offensive content.
Motivate behavior that fuels member participation. Score 80+ activities, produce leaderboards, and spotlight champions with unique badges, ranks, permissions, and more.
Keep your community healthy and engaged. Use dashboards, reports, and benchmark data to track visits, usage, trending topics, interaction preferences, agent responsiveness, and more.
We make it easy to connect your community to your company’s data and systems.
We commit to protect your company and your customers.
We empower you to tailor settings, user roles, and permissions to your unique business.
“The Microsoft Power BI Community grew over 600% from its initial launch, but our support headcount remained flat. We’ve seen millions of dollars in deflected support costs because of our community’s peer-to-peer support, but most importantly, our customers are happier.”
Sandy Rivas
Senior Program Manager
Microsoft
“After successfully piloting and achieving business objectives, obtaining a positive ROI, and receiving favorable feedback from our user base, senior executives readily invested in the Community without opposition.”
Imad Daoud
Senior Manager, Digital Support
Bell Canada
“Every one of us holds part of the answer to our customers’ questions. Our Community allows us to ensure that our customers benefit from the power of our collective intelligence.”
JP Bonnafoux
VP Growth & Success, Digital Business
Schneider Electric
“The Community has transformed our support organization. We have greatly improved the customer experience by providing our members with digitally relevant, expert information at the right time, in the right place, with minimal effort.”
Suzanne Macaluso
Sr. Advisor, Digital Platforms
Qlik
Companies create brand communities for many different purposes. The most successful communities start with a clearly articulated vision and one primary objective and executive sponsor. A vision helps a brand attract an audience with similar needs, and build the community to deliver what members need and expect from that community. The most common use cases for communities include:
Customer service, support and customer success community
Product or service innovation community
Developer, partner or expert network for fostering knowledge and resources
While most communities start with a primary purpose, it often becomes a valuable resource for many business functions and needs. Communities offer a rich, always-on source of customer insight and feedback. This insight can fuel product innovation, marketing campaigns, new market or segment growth strategies, merger and acquisition ideas, and more. Within a well-established community, companies also discover brand ambassadors, influencers and customer advocates who champion their brand. With all the user-generated content, online communities also fuel organic search results.
Community management software is used to build, host, and manage the content and interactions that fuel an online community. Companies use online communities to create an owned digital channel where their audience (customers, developers, partners, additional stakeholders) can self-serve, connect with peers, get questions answered, tap into faster customer service and support, and share feedback, suggestions and ideas directly with the brand.
Community management software is purpose-built to help brands streamline their online community operations, drive community engagement at scale, and improve overall brand-customer relationships. The software provides centralized management tools, analytics, and automation features that enable internal teams to efficiently monitor, moderate, and communicate with their community members, fostering a better experience and a measurable return on investment from the community.
Each community management platform offers multiple variations and different features. But the most essential capabilities include:
Discussion forums: Discussions are the primary component of an online community, whether it’s through isolated threads or a shared board where users respond to posts in comment sections. All community management software should offer forum capabilities, though some solutions may have more robust options than others.
Knowledge base: A knowledge base is a centralized repository of information and resources that provides a comprehensive and easily accessible source of knowledge for community members. It typically contains articles, FAQs, tutorials, user guides, best practices, and other relevant documentation. The knowledge base helps community members find answers to their questions, learn about product features, troubleshoot issues, and gain a deeper understanding of the brand's offerings.
Moderation: After setting up an online community, brands will need to monitor and occasionally step into member discussions. This may include flagging capabilities or automated processes to remove spam, profanity, or other unauthorized content. As part of a complete online community management system, there should be functionality that makes it easy for brands to manage individual discussion threads or even entire sections within the community.
Gamification: Gamification features are designed to introduce game-like elements and mechanics to encourage participation, engagement, and friendly competition within an online brand community. These features may include points, badges, leaderboards, challenges, quests, and rewards. They motivate community members to actively contribute, share knowledge, and interact with others, ultimately fostering a sense of achievement, loyalty, and fun within the community. Gamification also keeps members coming back to the online community.
Member management: These are tools that help brands manage community member profiles, permissions, roles, and access levels. This feature allows administrators to monitor and control community membership.
Analytics and reporting: Customer communities are packed with valuable data, and community management software should compile and organize that information so it’s easy to analyze and share with others through reports or customizable dashboards.
Integrations: With people from several departments involved, your community needs to be compatible with your technology stack. Integrations may differ based on the solution, so check for compatibility when choosing a solution.
Community management tools allow brands to build digital spaces for their customers, which offer a few key benefits:
Increase brand awareness and customer loyalty
Grow revenue through higher conversion rates
Collect customer feedback and ideas to improve offerings
Reduce support costs by enabling customers to seek answers from peers
Build a knowledge base of information to encourage self-service
Gather valuable interaction and engagement data to inform strategies
When choosing a community management platform for your brand, important factors to consider include:
Essential features: Based on the goals of your community, make sure the tool you’re considering offers all of the features including analytics that you’ll need to achieve those objectives.
Scalability: Although your community may start small, its size will grow over time in correlation with your brand. Make sure the community management platform you choose can scale as your brand gains increased awareness and has the robust features and integrations to support a more sophisticated community as you grow.
Support: With lots of people using the software, there’s likely to be a variety of questions about functionality and how to use it. Choose a solution from a provider with comprehensive support, including around the clock care and priority routing for urgent issues.
Coaching and advice: Beyond support for troubleshooting issues, make sure you have a partner that can offer strategic coaching and advice to help you scale your community and get the most out of your solution.