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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Forrester Wave Resource Header Image

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

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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

  • Usaa
  • Copa america
  • Hp logo
  • Swisscom

“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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Usaa proof
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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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Hp proof
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Features of Social Care & Reviews on Khoros Care

  • Ai

    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.

  • Workflow

    Advanced workflows

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

  • Analytics

    Operational analytics

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

  • Automation

    Automation

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

  • Alerts

    Notifications & alerts

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

  • Multi level

    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 profile

    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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Swisscom proof

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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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Related resources to learn more

Khoros Response Overview

 

The Digital Customer Care Playbook

 

Operationalizing digital care: 10 best practices you need to know now

7 Customer Service Strategies For Highly Effective Teams

 

Digital Care Deconstructed: The Complementary Roles of Agents and Moderators