Digital Contact Center
Agent efficiency, automation, and operational insights
Last Update: 11/17/2021
This Privacy Notice describes how Khoros collects, uses, shares, and secures the Personal Data about individuals who use this web site (https://khoros.com) and our services. The following is a list of our current services: Marketing, Care, and Communities. When we say “Personal Data,” we mean any data that could directly or indirectly be used to identify you or your household, ranging from (for example) your name and email address to the IP address of your device and the location from which you access this website.
This Privacy Notice describes how we collect, use, share, and secure the Personal Data that we collect when you access this website and our services. This Privacy Notice also describes how we handle Personal Data on behalf of our customers.
It is important to understand, however, that when we handle your Personal Data on behalf of one of our customers, we are doing so pursuant to the customer’s instructions as their data processor. If you want to know more details about that customer’s data protection policies, you should consult the customer’s privacy notice.
Read more about the scope of this Privacy Notice here.
This Privacy Notice (“Privacy Notice”) applies to: (i) https://khoros.com ;(“Site”) and https://community.khoros.com/, owned and operated by Khoros, LLC and its wholly owned subsidiaries (“we,” “us,” or “Khoros”); and (ii) the online communities and social media management products that Khoros provides to its customers (“Customer(s)”) (“Service(s)”).
This Privacy Notice describes how Khoros: (i) collects, uses, shares, and secures your personal information that can be used, directly or indirectly, to identify you or your household (“Personal Data”) on this Site; and (ii) collects, uses, shares, and secures your Personal Data as a data processor on behalf of our Customers through the Services we provide to them.
The use of any information collected through our Services shall be limited to the purpose of providing the Service for which the Customer has engaged Khoros, as agreed in a signed contract between Khoros and Customer.
This Privacy Notice also describes your rights regarding the use of your Personal Data by Khoros, as well as the options available to you regarding how we communicate with you.
Khoros does not send unsolicited emails or sell any Personal Data that users may have submitted to us though our Site. In addition, for lead generation or marketing purposes, we may ask individuals interested in obtaining more information about Khoros products to voluntarily submit their contact information to us. For more information on the Personal Data that we collect, see the “What Personal Data do we collect?” section, below. For more information on how we use your Personal Data, see the “How do we use your Personal Data?” section below. Khoros is controller of your Personal Data as described in this Privacy Notice, unless explicitly stated otherwise.
This Privacy Notice does not apply to the extent that we process Personal Data while acting in the role of processor for our Customers. Such processing is governed by contracts that we have with our Customers.
For detailed information on how we process Personal Data on behalf of our Customers, please ask the applicable Customer directly. Khoros is not responsible for the data privacy or data protection practices of its Customers.
We collect two types of Personal Data about you: (1) Personal Data that we receive directly from you, which can include, but is not limited to: contact/demographic information: name; email address; company that you represent, and social media account information; and (2) Personal Data about you that we receive from others, which can include, but is not limited to: social Media & Other Information: content that you post on social media sites; information that you’ve provided to our customers; and information about your browsing habits on other websites.
Read more about the Personal Data that we collect about you here.
Please note that some Personal Data we receive directly from you is provided to us automatically via technology, such as a cookie placed on your computer when you visit our Site.
Please also note that some parts of our website and services allow you to post or transmit comments, computer files, messages, and other materials. Please be careful about what Personal Data you choose to make public in these areas of our Site and Services.
We collect the following types of Personal Data:
Types of Data
Legal Basis and Primary Purpose for Processing
Khoros receives user-submitted Personal Data from users wishing to be sent additional promotional information on Khoros products. Such Personal Data includes information such as name, phone number, company, title, and email address.
Khoros has a legitimate interest in communicating with its customers. In some circumstances, this processing may also be based upon your consent.
Information Posted to our Communities
We collect information, often including Personal Data, that is posted by users to the Khoros Community forum (“Khoros Community,” also called the “Atlas”) located at the Site, including content that is processed and stored within such community (“Community Content”).
As part of our Services, we also collect information that users post to our Customers’ online communities hosted by Khoros (“Customer Communities”, each individually a “Customer Community”). When personal data is posted in our Customer Communities, we process that data as a data processor or service provider.
We process Personal Data on the Khoros Community or Atlas based upon your consent.
When you create an account on the Khoros Community or in a Customer Community, we collect Personal Data from you including your name, email address, phone number, and social media account information.
We have a legitimate interest in providing account related functionalities to our users. Accounts can be used for easy checkout and to save your preferences and transaction history.
When you visit our offices, we collect Personal Data including name, phone number, company, title, and email address.
We have a legitimate interest in maintaining records of individuals who visit our office.
When you register for and/or attend our events, we collect Personal Data including name, phone number, company, title, and email address.
We have a legitimate interest in maintaining records of individuals who attend our events.
As part of its recruiting activities, Khoros also receives Personal Data from users submitting job application materials to be considered for Khoros employment (“Recruiting Data”). This Recruiting Data includes anything that an individual chooses to include, such as a resume or application, and typically consists of job history, education, personal interests and activities, name, email address, phone number, and residence address. Further, Khoros collects gender, race, and military status from employment candidates to assist Khoros in its equal employment opportunity compliance and related statistical tracking to help our diversity efforts. In connection with job screening activities, Khoros also requests Personal Data sufficient to have background checks conducted prior to hiring.
We also have a legitimate interest in collecting Recruiting Data in order to provide for an efficient workforce and to comply with relevant laws.
Social Media and Single Sign On Information
You can log in to our Site using sign-in services such as Facebook Connect or an Open ID provider. These services will authenticate your identity and provide you the option to share certain Personal Data with us, such as your name and email address, to pre-populate our sign up form. Services like Facebook Connect give you the option to post information about your activities on this Site to your profile page to share with others within your network.
We have a legitimate interest in ensuring users can effectively connect to our websites.
Cookies and other tracking technologies.
We have a legitimate interest in ensuring our website operates efficiently.
Third Party Tracking
We have a legitimate interest in behavioral based advertising and in capturing website analytics.
Information from Customers
We collect information that our Customers provide us to enable them to log on and use the Services. This data consists of Personal Data of their authorized users, company information and configuration, content, internal communications, and notes.
We have a legitimate interest in ensuring Customers can use our Services effectively.
We also collect information from partners and other websites concerning visitors of our Site and our Customers‘ websites (“Visitors”). For example, we ask or engage third parties to tell us additional information about Visitors, such as how they responded to our communication or promotions.
We have a legitimate interest learning more about how users respond to our communications and promotions.
In addition to the information that we collect from you directly, we may also receive information about you from other sources, including third parties, business partners, our affiliates, or publicly available sources. For example, Khoros collects data about individuals that is made available to Khoros and other third parties by social media sites such as Twitter, Facebook, Instagram, Pinterest, YouTube, Google, and others through APIs or social media monitoring technology (“Third Party Sites”). This data includes names, user IDs, social media handles, gender, and other information that individuals choose to make publicly available on social media sites. Khoros also monitors the public activities of individuals on social media sites, including posts, blogs, tweets, and profile information, including such social media messages directed at our customers (the “brands” that are interested in understanding their consumer customers in order to serve them better).
In addition to the normal procedure for deleting stored data under YouTube's Terms of Service, please be aware that users can revoke access to their data via the Google security settings page, located at: https://myaccount.google.com/p...
Your continued access and/or use of this web site constitute your acceptance of the terms, as applicable, that are contained in the above third party notices.
Additionally, when a Customer provides or accesses information through one of our Services, we may receive information from the Customer’s input of, in response to, or by way of interaction with, content generated by Customer’s use of the Services, such as social media messaging, as well as from the Customer’s website or Third Party Site. This may include information regarding a third party that was published on or provided to the Customer’s website or Third Party Sites.
This Privacy Notice does not govern the collection of content by Third Party Sites that is not published or generated through the Services, except to the extent that we act as a processor with respect to such content. Our Customers are required to abide by the applicable policies and requirements of such Third Party Sites used in connection with the Services and when using information from Third Party Sites.
We use the Personal Data about you that we collect in order to fulfill a range of purposes, including:
To read more about how we use your Personal Data, click here.
We collect and process your Personal Data for the following purposes:
Information collected by Khoros from each Customer Community is used solely to provide the Services for that Community, to provide related Services to the customer who manages that Community, and as otherwise agreed in a contract between Khoros and the customer. Other information gathered is solely used to: (i) respond to a user's request for additional information on Khoros Services; (ii) provide, develop, enhance and support related Khoros Services; (iii) fulfill Khoros’s legal obligations and defend Khoros’s legal rights, as needed. We may also use a user's email address to send promotional or marketing materials on related Services, such as updates on the product line, but this is only after the user is a customer, a Service is requested by the user, or Khoros has some other pre-existing business relationship with the user. We use your IP address and browser-type information in the general administration of our website
In addition, we use the information that we gather from other social media sites to:
Through our social media management services, we provide this information on individuals to the customer support and service representatives of the companies who are Khoros customers, the “brands”, so that those representatives can provide support and service to their consumer customers more effectively, by triaging communications to address more urgent requests in priority order, and by understanding the interests of their consumer customers to provide more targeted support. We also provide aggregated statistic to the brands for competitive analysis purposes.
Khoros Care’s use and transfer of information received from Google APIs will adhere to Google API Services User Data Policy, including the Limited Use requirements.
Through our Khoros Community and Khoros JX Community platforms, we make social impact scores available for individuals who participate in the community to create more effective and interesting social interactions within the Community.
In the collection and use of information from other social media sites, we rely on our legitimate interests in providing services to our customers, and assisting them to provide better service to their customers, under applicable data privacy regulations, and balance those interests with the data privacy concerns of individuals. If you would like more information about our legitimate interests analysis, or have concerns that you would like us to address, please contact firstname.lastname@example.org.
In regard to Khoros Services, Khoros collects information under the direction of its Customers, and has no direct relationship with the individuals whose Personal Data it processes. If you are a customer of one of our Customers and would no longer like to be contacted by one of our Customers that use our Services, please contact the Customer that you interact with directly. We may transfer Personal Data to companies that help us provide our Services. Transfers to subsequent third parties are covered by the service agreements with our Customers.
Please note that Khoros may use and disclose data cleansed of all Personal Data so that it no longer can identify the Customer and/or user; and aggregated with similar data from other Khoros Customers (“Aggregated Data”) to determine and report Services usage patterns by Customers and users generally, and for any other legitimate purpose.
Information collected by Khoros from Customers is used solely to provide the Services and as otherwise agreed to in a contract between Khoros and the Customer.
Sometimes, our Customers have specific purposes for which they plan to use an individual user’s Personal Data, and our Customers describe those purposes at the point of collection. For example, a Customer may solicit a user’s feedback in order to improve services and products, respond to a user’s questions or comments, register in connection with a contest, giveaway, or drawing, respond to a request for a brochure, or to otherwise send information to the user. We may be asked to fulfill or assist with the fulfillment of the requirements associated with the point of collection purposes, but the responsibility to obtain any necessary consents remains with our Customers as the data controllers.
We do not sell your Personal Data. We do share the Personal Data with third parties in a range of scenarios, including the following:
To read more about how we share your Personal Data, click here.
As a matter of policy, we do not sell your Personal Data. We may disclose your Personal Data. We will only share your Personal Data in the ways stated below:
For more information on international transfers of your Personal Data by Khoros, please see “International transfers of your Personal Data” below.
To facilitate our operations, we may transfer, store and process your Personal Data in jurisdictions other than where you live. Laws in these countries may differ from the laws applicable to your country of residence. For instance, if you’re in the European Economic Area (EEA) or the United Kingdom, we ensure your Personal Data has an adequate level of protection when it’s collected, transferred to, and stored outside the EEA or United Kingdom.
Some of the third parties to which we may disclose your Personal Data (discussed above) might be in a location outside the EEA or United Kingdom. In this case, we use certain legal mechanisms to ensure that the protection afforded your Personal Data is the same as the protection provided within the EEA or the United Kingdom, as the case may be.
We use the European Commission Standard Contractual Clauses as our legal transfer mechanism.
To read more about how we handle international transfers of Personal Data, click here.
As detailed above in the previous section “How do we share your Personal Data?,” we may share your Personal Data with our affiliates and third parties for a variety of reasons. Some of these affiliates or third parties may be located in countries located outside of the European Economic Area (“EEA”) or UK that offer an adequate level of data protection, as determined by the European Commission. More information on those countries can be found here:
Some of these third parties may be located in countries whose level of data protection has not been deemed adequate by the European Commission.
In the course of performing its Services, Khoros and its subprocessors may access and/or transfer the Personal Data described in the Section “What Personal Data do we collect?” to (or from) these areas, pursuant to the European Commission Standard Contractual Clauses (“Clauses”). You can find a copy of the Clauses here:
You have a right to request a copy of the executed Clauses from Khoros, which you can exercise at any time by emailing us at email@example.com.Khoros strictly prohibits the entry of Sensitive Information into Khoros systems, except with the express prior written consent of Khoros in each instance.
We will retain your contact information, including your name and email address, for as long as your account is active or as needed to provide the Services to you. If you wish to cancel your account or request that we no longer use your Personal Data to provide Services, please refer to “Your Rights and Options regarding your Personal Data” Section of this Privacy Notice.
Khoros may retain data, including Personal Data, in encrypted format held on back up media or other back up storage for disaster recovery purposes for up to ninety (90) days pending routine erasure cycles, and log files held for security reasons for up to twelve (12) months.
For further information on our Personal Data retention practices and policies, please see the Khoros Data Retention and Media Destruction Policy for Customer Data. For additional questions on this topic, please contact us using the information contained in the “Contacting Us” section below.
Depending where you live, you have certain rights related to your Personal Data. The rights available to you depend on our reason for processing the Personal Data in question. Please note that these rights are also subject to local data protection laws and regulations, and that these rights do not apply in all situations.
Your rights are as follows:
For more information about how to exercise your rights and options, click here.
You may “opt-out” of having your Personal Data used for certain purposes, such as receiving promotional or other marketing material from us during the registration process, for downloading a whitepaper or signing up for our webcasts. Users who no longer wish to receive our updates or newsletters may opt-out of receiving these communications by following the instructions contained in the mailer or by emailing us at firstname.lastname@example.org. Please include the term “OPT-OUT” in the subject line immediately followed by your email address.
You may access, correct, or request deletion of your personal information collected via this Site by filling out the web form found here. You may also contact us at 1 (800) 235-0187. We will respond to your request within a reasonable timeframe.Note that, as required by law, we will require you to prove your identity. We may verify your identity by phone call or email. Depending on your request, we will ask for information such as your name, email, social media pages that you have posted content to or interacted with, and/or your social media account profile or handle. We may also ask you to provide a signed declaration confirming your identity. Following a request, we will use reasonable efforts to supply, correct or delete personal information about you in our files.
We follow generally accepted industry standards to protect the Personal Data submitted to us, both during transmission and once we receive it. Please keep in mind, however, that no method of transmission over the internet, or any method of electronic storage, is perfectly secure. In the event that we are required by law to inform you of a breach to your personal information, we may notify you electronically, in writing, or by telephone, if permitted to do so by law.
To read more about our security policies, please click here.
Khoros takes information security and privacy of Personal Data very seriously. We fully support and abide by the data privacy principals established in the EU Directive on Data Protection as well as all other applicable local privacy laws and regulations. Our security controls and mechanisms are based on the ISO 27001 global security management standard and we conduct external security audits and independent security testing on an annual basis.
Specifically for Customers:
The Khoros Security Data Sheet provides a summary of the security measures implemented throughout the organization to provide full transparency and a peace of mind for Khoros Customers that their Personal Data and information are in good hands.
For Customers who have a requirement to conduct their own security testing of the Khoros platform, the Khoros Security Scanning Policy provides an overview of the process and any associated restrictions.
If you have any questions about our security practices or security on our website, you can visit our security information page at https://khoros.com/khoros-secu... email us at email@example.com.
Cookies or similar technologies are used by Khoros and our partners, affiliates, or analytics or service providers. These technologies are used in analyzing trends, administering this website, tracking users’ movements around this website, and to gather demographic information about our user base as a whole. We may receive reports based on the use of these technologies by these companies on an individual as well as aggregated basis.
As is true of most web sites, we gather certain information automatically and store it in log files. This information may include internet protocol (IP) addresses, browser type, referring/exit pages, browser type and operating system, date/time stamp, and/or clickstream data. We do not link this automatically collected data to other information we collect about you. For more information about cookies used by Khoros and a list of Khoros cookies download the Khoros Cookies Datasheet.
If you have any questions about this Privacy Notice, the practices of this Site, or your dealings with this Site, please call us at 1 (800) 235-0187, email us at firstname.lastname@example.org or write us at the following address:
7300 Ranch Road 2222,
Austin, TX 78730
To exercise your rights regarding your Personal Data (as described in the “Your Rights and Options regarding your Personal Data” section, above), or if you generally have an unresolved privacy or data use concern that we have not addressed satisfactorily, please contact our Data Protection Officer:
Telephone: (512) 201-4090
Or, if you have an unresolved privacy or data use concern that we have not addressed satisfactorily, please contact our U.S.-based third party dispute resolution provider (free of charge). https://feedback-form.truste.c...
If you are located in the EEA and we have not able to address your complaint or concern to your satisfaction, you have the right to lodge a complaint with the supervisory authority that oversees Personal Data rules in your jurisdiction. For example, in the United Kingdom, your complaint should be directed to the Information Commissioner’s Office (https://ico.org.uk/).
Khoros London Limited, a wholly owned subsidiary of Khoros, LLC, is based in the United Kingdom under the jurisdiction of the UK data protection authority the UK Information Commissioner’s Office (ICO), and controls the export of Personal Data from the EEA to other Khoros affiliates, including Khoros, LLC. More information on ICO can be found on their homepage, which is located at https://ico.org.uk/.
Our Site is not directed at children. We do not knowingly collect Personal Data from children under the age of 16. If you are a parent or guardian and believe your child has provided us with Personal Data without your consent, please contact us by using the information in the “Contacting Us” section, below, and we will take steps to delete such Personal Data from our systems.
Do Not Track
We do not currently recognize automated browser signals, which may include “Do Not Track” instructions.
Our Site offers publicly accessible blogs or community forums. You should be aware that any information you provide in these areas may be read, collected, and used by others who access them. To request removal of your Personal Data from our blog or community forum, contact us at email@example.com. In some cases, we may not be able to remove your Personal Data, in which case we will let you know if we are unable to do so and why.
Our Web site includes Social Media Features, such as the Facebook and Twitter buttons and Widgets, such as the Share this button or interactive mini-programs that run on our site. These Features may collect your IP address, which page you are visiting on our site, and may set a cookie to enable the Feature to function properly. Social Media Features and Widgets are either hosted by a third party or hosted directly on our Site. Your interactions with these Features are governed by the privacy notice of the company providing it.
This policy can be accessed using your browser’s audio reader capabilities.
We display personal testimonials of satisfied Customers on our site in addition to other endorsements. With your consent we may post your testimonial along with your name. If you wish to update or delete your testimonial, you can contact us at firstname.lastname@example.org.
We consider information such as answers to surveys, comments, ideas, and suggestions (in each case, which do not contain Personal Data) to be non-personal and do not classify such as Personal Data. Except as otherwise provided by applicable contracts with our Customers or a third party, Khoros is free to disclose and use such data or information without any obligation.