Platform
Platform
- Platform
  
  Digital-first, unified engagement hub
- For digital customer service
  
  Agent efficiency, automation, and operational insights
  
  Messaging | Modern Chat | Chatbot | Social & Reviews
- For community engagement
  
  Self-service support, education, and collaboration
- For digital marketing
  
  Content management, publishing, and governance
  
  Social Marketing | Social Listening | Experiences
- CX Insights
  
  A unified, actionable view for world-class CX
By industry
- Financial services & insurance
  
  Secure solutions to keep customer information safe
- Telecommunications
  
  Cutting-edge tech to innovate and inform your customers
- Technology & software
  
  Deep insights to keep a pulse on customer demands
- Travel & hospitality
  
  Real-time capabilities to stay connected with consumers
- Retail & distribution
  
  An integrated platform to nurture the customer journey
Services
- Strategic Services
  
  Our in-house experts in social media and community management for Khoros customers
- Professional Services
  
  More than onboarding and implementation, this is where our partnership begins
- Partners
  
  Data integrations for better customer experience
- Product Coaching
  
  Increase satisfaction and improve product adoption with complimentary training.
Events
- Upcoming Events
  
  Join us for live webinars and other events, like Khoros Engage
- On-Demand
  
  Watch webinars and events on your own time
Resources
- Podcast
  
  CX Confessions, the definitive podcast for digital CX leaders
- Resource Center
  
  Guides, tipsheets, ebooks, on-demand webinars, & 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
- Channel integrations
  
  Integrations to connect with your customers, wherever they are
  
  Tech integrations
Company
- 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
- Social Responsibility
  
  Our commitment to do more and do better
Community
- Atlas Community
  
  Connect with 70K+ customer engagement professionals
- Support Center
  
  Find solutions and support for Khoros products here

Download the Checklist

In this checklist, you’ll learn exactly how your brand can deliver excellent customer experiences.

Today’s customers have higher expectations than ever before. Every brand today knows that. Some think they are meeting, or even exceeding customer expectations. However, most are not. To make their customers happy, brands must deliver an exceptional customer experience. Khoros commissioned Forrester Consulting to survey 1,042 adult consumers and 227 marketing and customer care decision makers at B2C enterprises in the U.S. and Europe to learn what customers really want, and how well brands are delivering it. The report found that a great divide exists between brands and their customers, across the customer journey. For example:

Non-personalized marketing messages are sent to customers twice as often as brands think.
Robotic, unhelpful answers are given to customers twice as often as brands think.
Customers are three times more likely to leave after bad service than brands think.

The divide is clear, but how can your brand start bridging it? In this checklist, we cover the three secrets to improve your customer experience — unifying departments, serving customers where they are, and delivering great engagement at scale with technology — along with actionable strategies for your brand. Although customers expect a lot from brands, they will also reward them greatly for their efforts. In fact, 68% will spend more money with a brand that knows them and treats them like an individual.

Some of the action items in this checklist include:

Monitor all of the social media channels your brand is active on, to find opportunities to “surprise and delight” customers or prospects.
Resolve customer issues within the same channel they used to reach out.
Report and analyze digital customer engagement across channels, including CSAT/NPS.
Keep good records of every interaction. Ideally, records should also be integrated bi-directionally to your CRM.
Schedule regular cross-department meetings to share customer feedback.

Download the checklist now to take a look at all of the ways your brand can deliver customer experiences that provide lasting value.

Platform

By industry

Platform

By industry

3 Secrets to Exceeding Customer Experience Expectations

Welcome back!

Download the Checklist