Digital-first, omnichannel platform built for enterprises
Empower your brand to manage the explosion of digital and social customer service inquiries across all major channels without sacrificing quality.
“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
Product used: Social Care
Efficiently handle and resolve more customer conversations with smarter workflows and higher quality outcomes.
Give agents the ability to engage across touchpoints and move fluidly between social, messaging apps, in-app and web messaging, and community.
Take the right action with agent-level operational metrics alongside your customer experience analytics..
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
Products used: Social Care, Communities
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.
Automatically filter, tag, prioritize, and route to the most appropriate work queue or agent for prompt resolution.
Plan resources, optimize performance, and prove business value with advanced agent performance and customer experience metrics.
Automatically label posts with actionability, sentiment, language, source, and content tags to optimize workflows and reporting.
Receive email, desktop, and mobile alerts so you can adjust staffing and priorities on the fly.
Automatically scan and assign priorities based on custom rules so agents work the most important issues first.
Authenticate the identity of customers to increase confidence when handling personal data.
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
Products used: Social Care, Messaging