Digital-first, unified engagement hub
“Khoros’ platforms are adaptable for Midco’s changing needs, and have allowed us to use Khoros as a one-platform solution for all our digital needs.”
— Customer Care Manager, Midco
Products used: Modern Chat, Messaging, Chatbot, Social Care
Resolve a high volume of common consumer inquiries with Khoros Bot, freeing up agents for higher-value tasks.
Improve prioritization and routing by understanding which messages are most actionable right now, along with how sentiment changes over the course of the conversation.
Seamlessly coordinate agents and any bot -- whether you built it, bought it from us or brought it from another bot vendor. With open APIs, Khoros offers failover protection and resolution reporting to improve bot performance.
Give agents conversation history and context during handoffs, so they are equipped to continue the conversation. Track CSAT and NPS of bot-handled conversations to isolate agent training and bot improvement opportunities.
Have the bot start the conversation so customers feel promptly heard.
Use a bot to handle FAQ and direct customers to self-service links when appropriate.
Have the bot detect the customer’s problem or need before handing over to an agent.
Use a bot to collect details an agent needs to close out the query.
“Khoros allows Midco the opportunity to present the channel that is best for the user, and on the device, they’re using at the time.”
— Web Applications Manager, Midco
Products used: Messaging, Modern Chat, Chatbot, Social Care