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Message customers on their digital channel of choice
Connect with customers like their friends do. SMS, email, Facebook Messenger, Apple Messages for Business, owned and in-app messaging and more — at an enterprise scale.
Conversational commerce to connect with customers the way they want
- Easily message customers from a unified engagement hub: Give Provide asynchronous agent workflow to give agents the ability to engage fluidly between Facebook Messenger, WhatsApp, Apple Messages for Business, email, SMS, reviews, social channels, in-app, web messaging, and community resulting in higher efficiency and case concurrency.
- Increase efficiency with AI and ML-powered automation: Scale digital care and take the right action with operational metrics alongside customer experience analytics.
- Improved customer satisfaction: Resolve customers’ needs quickly, easily, and personally by being accessible in their channel of choice. This provides you with the ability to measure contact deflection from higher-cost channels.
- Personalized one-to-one experiences Enable authentic, real-time conversations with empowered agents and bot assistance to increase customer satisfaction.
Trusted by the world’s top brands
“Thanks to Khoros Care, we’re able to immediately analyze customer feedback for insights and prioritize the incoming posts to give us an overview of how each segment was talking about the incident.”
— Social Media Manager, Swisscom
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0%of dialogues that started out as negative turned to positive
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0%of dialogues that started out as neutral turned to positive
Products used: Messaging, Social Care
Ready to see for yourself?
Let us show you what Khoros can do.
Messaging on Khoros Care connects with customers on these channels
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Apple Messages for Business
Use Messages on iPhone, iPad, Mac, or Apple Watch.
Offer interactive experiences directly within iOS Messages, with scheduling, list pickers, authentication, Apple Pay, and more.
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Facebook Messenger
The world’s largest social network
Increase conversion rates with organic posts and paid ads that drive customers directly to a Facebook Messenger conversation instead of a clumsy form fill or web navigation experience.
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Email
Manage emails with better agent tools and automation
Customers deserve fast, high-quality service in every channel — especially email. Consolidate email, chat, and messaging into a single hub with industry-leading workflows and ease-of-use.
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In-app messaging
Secure, branded messaging in your mobile app.
Message with customers in your brand’s mobile app and scale your digital operation with confidence. Real-time to anytime conversations in a branded, secure, GDPR-compliant, and ISO certified channel
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SMS
Basic text messaging for reliable, convenient engagement
Dramatically reduce call volume with IVR deflection and “click-to-message” entry points and increase customer satisfaction by engaging consumers in a familiar, preferred, convenient channel.
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WhatsApp Business
The world’s most popular messaging app
Power your communication with customers all over the world, so you can connect with them on WhatsApp in a simple, secure, and reliable way
“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
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0%increase in call deflection since implementing Apple Messages for Business
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0.6Xincrease in CSAT survey completion rate, with improved scores
Products used: Messaging, Modern Chat, Chatbot, Social Care
Want a demo?
Let us show you what Khoros can do.
Features of Messaging on Khoros Care
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Real-time to anytime conversations
Don’t let a conversation drop because a session ended or a device changed.
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Secure transfer
Continue conversations from public and private social feeds to secure, owned customer messaging for data protection and control over end-to-end customer experience.
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Multiple channels, single workflow
Reduce agent training time, especially for flex agents
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Advanced workflows and automation
Automatically label posts with actionability, sentiment, language, source, and content tags to optimize workflows and reporting.
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Persistent conversations across devices and time
Never lose context in a customer messaging interaction, and ensure customers can re-engage whenever — and on whatever device — is most convenient.
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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.
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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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Verification & encrypted sessions
Authenticate the identity of customers to increase confidence when handling personal data and securely collect and own personal data.
“Adding messaging to our platform in order to bring customers’ personal data into support conversations makes the customer feel more secure, and it makes our legal team feel more secure as well.”
— Senior Social Media Strategist, Sprint
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0%of all customer conversations now go to secure messaging
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0%remained in-channel through issue resolution, reducing call-backs
Product used: Messaging
Ready to see for yourself?
We can’t wait to show you how we can help your enterprise brand connect with customers. We’re digital-first and can help you engage customers like never before.