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
When contact centers see an influx of conversations, capacity quickly becomes an issue. But digital channels serve as release valves — easing strain while dramatically reducing costs and increasing customer satisfaction.
Messaging channels like SMS, WhatsApp, Google Business Messages, and Facebook Messenger are more efficient than session-based channels like voice and traditional chat. Asynchronous conversations (not limited to a specific time frame) enable customers to engage in real time or at any time — improving convenience, first contact resolution (FCR), and scalability.
Here we provide key information on the top channels that give your care team the edge to handle volume effectively.
Do you have a strategy to reduce expensive, unsatisfying calls?
What digital channels do your customers use to contact you?
Where do consumers most frequently go to ask questions? Are you offering more than just a 1-800 number?
Search: most common customer journey starting point; results often highlight contact channels to make it easy to call or chat.
Website: home pages, contact us pages, support pages, ecommerce portals
Maps: a common alternative to a web search to find a brand's contact info
Phone and IVR: phone numbers that connect to interactive voice response (IVR) systems
Mobile app: "contact us" buttons in brand-owned apps
QR codes: scannable codes on physical collateral, in-store or online
These channels support a messaging conversation anywhere you can embed a hyperlink from buttons on your site to email footers to QR codes.
If your homepage, "Contact Us," or "Get Support" pages on your site feature your 1-800 number, this is the best place to start. Promote your messaging channels anywhere you promote your phone number. Studies show that when given a side-by-side choice between messaging and a 1-800 number, 8 out of 10 customers will choose messaging.
Identify the channels your customers are already on, then build support experiences there. Have a large Facebook following? Alert your audience that they can get help on Facebook Messenger. Have a large international customer base? Turn on WhatsApp Business for inbound and outbound messaging.
The more channels you add, and the more visible your entry points, the more you can decrease customer care costs.
To learn more about transforming your contact center with digital messaging, chatbots, and self-service, check out our Digital Service Funnel ebook.
All visitors to your website: customers, prospects, fans, media, investors, etc.
Enhances agents
Reduces calls
Supports chatbots
Proactive notifications
Quick replies & rich media
Throttle volume
Search results page
Users on 1.5B Apple devices worldwide
Enhances agents
Easy to find
Reduces calls
Supports chatbots
Quick replies & rich media
Throttle volume
Native payment
Apple Chat Suggest
Users on billions of Android devices, as well as iPhone users
Enhances agents
Easy to find
Reduces calls
Conversational marketing
Supports chatbots
Quick replies & rich media
Throttle volume
Google Chat Suggest, and Organic & Local Search
1.3B users, 60% of US mobile users, leading messaging app in the US and 56 other countries
Enhances agents
Easy to find
Conversational marketing
Supports chatbots
Proactive notifications
Quick replies & rich media
Facebook ads and Facebook shops
Over 2B users, 56% of mobile users worldwide, 20% of US mobile users, leading messaging app in 112 countries
Enhances agents
Reduces calls
Conversational marketing
Supports chatbots
Proactive notifications
Proactive notifications
1.2B users worldwide
Enhances agents
Easy to find
Conversational marketing
Supports chatbots
Quick replies and rich media
Instagram ads, Instagram shops, and Instagram stories
Over 5B mobile device users, however often not the most popular channel depending on country
Enhances agents
Reduces calls
Supports chatbots
Proactive notifications
Throttle volume
IVR deflection and Proactive notifications
The north star for true success is to be wherever your customers are whenever they need you. Modern contact centers must deliver effective and efficient care that meets customer expectations.
Khoros Care helps brands serve customers on their digital channel of choice with unmatched operational insight to boost customer satisfaction and reduce costs.
By unifying multiple channels in a single workflow, Khoros gives agents the ability to scale and engage across touchpoints, including:
Messaging apps, like Facebook Messenger, WhatsApp, Apple Messages for Business, Google's Business Messages, and WeChat
Social networks, like Facebook, Twitter, and LinkedIn
Reviews, like those on Google Play Store and iOS
In-app and web messaging
SMS
Owned communities, forums, and knowledge bases
With 2,000+ customers, Khoros powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey.
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