Digital customer service
for social media
and review sites

Empower your brand to manage the explosion of digital and social customer service inquiries across all major channels without sacrificing quality.

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Khoros named a Leader in the Forrester Wave™️: Social Suites

Monitor and respond on social channels at any volume to protect your brand and build customer satisfaction.

Unify multiple channels in a single engagement hub: Give agents the ability to engage fluidly between social channels, messaging apps, reviews, in-app and web messaging, and community.

Increase efficiency with advanced workflows and operational insights: Efficiently scale social customer service and resolve more conversations with smarter workflows and higher quality outcomes.

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

Securely exchange personal data on social: Securely resolve consumer questions on social, even when it requires personal data.

Trusted by more than 2,000 brands

“We cut down the time it takes for internal social customer care documentation from 24 hours to 1 hour–a 99% time on task savings!”

— Executive Director, Social Business, USAA

0%
time-on-task savings with improved processes
0%
member service index

Product used: Social Care

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“We use what we learn from Khoros to inform our product development and our customer care strategy.”

— Global Director of Social Customer Care, HP

0%
year-over-year reduction in first response time
0%
year-over-year reduction in resolution time

Products used: Social Care, Communities

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Features of Social Care & Reviews on Khoros Care

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.
Advanced workflows

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

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

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

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

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

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

“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

0%
of dialogues that started out as negative turned to positive
0%
of dialogues that started out as neutral turned to positive

Products used: Social Care, Messaging

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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.

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