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Khoros Communities
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Khoros Social Media Management
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Customer Stories
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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.
Khoros named a Leader in the Forrester Wave™️: Social Suites
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
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0%time-on-task savings with improved processes
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0%member service index
Product used: Social Care
Ready to see for yourself?
Let us show you what Khoros can do.
Social media customer care on Khoros Response enables
Scalable digital and social customer service
Efficiently handle and resolve more customer conversations with smarter workflows and higher quality outcomes.
Multiple channels, single workflow
Give agents the ability to engage across touchpoints and move fluidly between social, messaging apps, in-app and web messaging, and community.
Deep conversation insights
Take the right action with agent-level operational metrics alongside your customer experience analytics..
Crisis detection and mitigation
Monitor social volumes, sentiment, and keywords to take action and maintain customer experience during a crisis.
“We use what we learn from Khoros to inform our product development and our customer care strategy.”
— Global Director of Social Customer Care, HP
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0%year-over-year reduction in first response time
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0%year-over-year reduction in resolution time
Products used: Social Care, Communities
Want a demo?
Let us show you what Khoros can do.
Features of Social Care & Reviews on Khoros Care
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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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Advanced workflows
Automatically filter, tag, prioritize, and route to the most appropriate work queue or agent for prompt resolution.
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Operational analytics
Plan resources, optimize performance, and prove business value with advanced agent performance and customer experience metrics.
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Automation
Automatically label posts with actionability, sentiment, language, source, and content tags to optimize workflows and reporting.
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Notifications & alerts
Receive email, desktop, and mobile alerts so you can adjust staffing and priorities on the fly.
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Multi-level prioritization
Automatically scan and assign priorities based on custom rules so agents work the most important issues first.
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Verification
Authenticate the identity of customers to increase confidence when handling personal data.
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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.
“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: Social Care, 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.