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  Find solutions and support for Khoros products here

Products
Products
- Khoros Care
  
  Digital customer care on every channel
  
  Messaging | Modern Chat | Chatbot | Social
- Khoros Communities
  
  Online brand communities for enterprises
- Khoros Marketing
  
  Social media marketing & listening
  
  Social Marketing | Social Listening
- Integrations
  
  All the major social channels work with our software
By solution
- For digital customer care
  
  Agent care efficiency and contact center insights
- For community engagement
  
  Self-service support, education, and collaboration
- For social media management
  
  Content management, publishing, and governance
Learn More
Services
- Strategic Services
  
  Our in-house experts in social media and community management for Khoros customers
- Developer Network
  
  Data integrations for better customer experience
Events
- Upcoming Events
  
  Join us for live webinars and other events, like Khoros Engage
- On-Demand
  
  Watch webinars and events on your own time
Register now
Resources
- Resource Center
  
  Whitepapers, checklists, on-demand webinars, guides, and more
- Blog
  
  Insights, tips, news, and more from our team to yours
- Customer Stories
  
  Case studies with successful customers to see how they did it
About
- About Khoros
  
  15+ years experience, built from Spredfast and Lithium
- Leadership
  
  Meet the team that leads the team
- Newsroom
  
  Press releases and other announcements
- Careers
  
  We’re hiring — come build the future of customer experience
- Contact Us
  
  Need anything? We’re here for you
Community
- Atlas Community
  
  Connect with 70K+ customer engagement professionals
- Support Center
  
  Find solutions and support for Khoros products here

Customers expect your organization to respond to them wherever (and whenever) they choose to reach out and they expect a connected experience with your brand. This means that every customer-facing team must work together. Download the whitepaper to learn six concrete steps you can take today to break down silos.

Download the Whitepaper

A siloed business, as in a company who’s various departments and teams don’t effectively communicate with each other, is at a disadvantage when it comes to providing exceptional customer service. Think about it this way: customers expect your organization to respond to them wherever (and whenever) they choose to reach out and they expect a connected experience with your brand, whether that’s through social media or through a contact submission form.

To manage the various methods in which companies now communicate with their customers, every customer-facing team must work together. Less-than-delightful customer experience has a real operational cost, and the fact is it’s impossible to meet customers’ expectations of a single seamless journey across all touchpoints unless marketing, care, human resources (where front-line agents are hired and on-boarded), legal (where customer and service policies are shaped), and the larger organization as a whole are involved.

The team at Khoros put together this whitepaper, titled “Breaking Down Silos to Improve Customer Experience: 6 Essential Steps,” to help businesses banish silos by utilizing cross-functional collaboration.

What is Cross-Functional Collaboration?

Cross-functional collaboration occurs when groups of individuals with different backgrounds and expertise (i.e. teams and/or departments) collaboratively work toward a common goal. In this instance, excellent customer service.

Given how easily departments silo themselves, disjointed customer journeys are not that uncommon. In our whitepaper, we lay out some warning signs that your brand might suffer from a lack of cross-functional collaboration.

How to Encourage Collaboration Across Different Departments

We’ve broken down 6 practical and achievable steps in our whitepaper to help your business reach its cross-functional collaboration goals. The high-level steps are as follows:

Step 1: Develop a shared purpose and goal
Step 2: Work together to achieve more
Step 3: Unite customer care and marketing on digital channels
Step 4: Measure and share results
Step 5: Craft a holistic view of your customers’ experience
Step 6: Leverage technology and break down silos once and for all

The Bottom Line

Investing in the digital customer experience can positively impact your brand’s bottom line in real ways. When brands to make this investment, they not only have the opportunity to earn higher revenues, they can also avoid expenses associated with customer attrition. But breaking down silos and achieving cross-functional collaboration isn’t always easy. If it was, this wouldn’t be such a highly-discussed point of conversation.

Download our whitepaper, “Breaking Down Silos to Improve Customer Experience: 6 Essential Steps,” to gather valuable information on the resources and steps needed to break down silos in your business.

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