Customer engagement platform
Digital-first, omnichannel platform built for enterprises
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for live webinars and other events, like Khoros Engage
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
Data integrations for better customer experience
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for live webinars and other events, like Khoros Engage
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
Data integrations for better customer experience
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
The Australian Gas Light Company (AGL) is one of Australia’s leading integrated energy companies. AGL is taking action to responsibly reduce its greenhouse gas emissions while providing secure and affordable energy to its customers. The brand wanted to enhance the energy experience by supporting the digital channels where their customers and stakeholders choose to communicate, collaborate, and transact. To accomplish their goal, AGL launched a Khoros-powered community. Their community is now a digital destination where customers can easily find support, educational content, and pee-rto-peer information. AGL also leveraged Khoros Marketing and Care to respond to customers on social in real-time.
Previously, AGL was conducting all of their social media support natively on Twitter and Facebook. But, as their social team — and their audience — grew, they sought out Khoros to help them respond to their customers at scale. AGL had been challenged to deliver marketing and care support in a consistent fashion with multiple teams in different countries. Teams in India, the Philippines, and Australia needed the technology and workflow to respond in real time and maintain quality. By having every team in one platform leveraging Khoros tools, AGL provided more consistent and timely service. When they launched their community, their goal was that it would be a dedicated online forum where customers could share and discuss their experiences and find information and solutions. In order to promote their community, the brand worked with Khoros to build intelligent, contextual FAQ integration on their website leveraging the Khoros REST API. This allowed customers to easily find answers to commonly asked questions at the right time. Within the AGL community, AGL customers have access to content and support in a way that helps them build trust with the brand and feel empowered as consumers.
The AGL community has been a great success: it offers customers easy access to content and support in a way that helps them build trust with the brand and feel empowered. Community is delivering significant value by way of attributed sales and support deflection. In their first year of partnership with Khoros, AGL delivered over one million AUD value to the business. The social care workflow in Khoros Marketing and Care allows their blended team — located in India, the Philippines, and Australia — to respond in real time without sacrificing the quality of service. Finally, the best-in-breed analytical capability of the Khoros platform allows AGL to use tangible metrics to support their reporting.
AGL care teams located in India, the Philippines, and Australia within one platform.
The way customers interact with AGL into a positive experience by promoting community interaction.
An intelligent FAQ integration on the AGL website by leveraging the Khoros REST API.
Social campaigns with the Khoros content planning, campaign management, and publishing features.
“Our initial goal was to provide a way to divert calls from our call center, but our community quickly became a source of truth in the industry with our knowledge base articles, in addition to providing a seamless pathway for our customers to get support.”
By partnering with Khoros, AGL transformed from a business with a handful of low engagement community members and high negative sentiment into a large community of engaged members with high positive sentiment. AGL’s customers now know that they can contact them on their channel of choice to find quick, easy solutions from friendly team members.
Attributed ROI (in sales and cost reduction) in the first year of partnership with Khoros
AUD support cost savings a month
Inquiries responded to within an hour