Q&A with Forrester on Digital Engagement

Platform
Platform
- For a unified engagement hub
  
  Digital-first, omnichannel platform built for enterprises
- For contact centers
  
  Agent efficiency, automation, and operational insights
- For community engagement
  
  Self-service support, education, and collaboration
- For social media management
  
  Content management, publishing, and governance
- For CX Insights
  
  A unified, actionable view for world-class CX
Products
- Brand Communities
  
  Create a space for customers to get answers, connect with peers, and share new ideas
- Messaging
  
  Connect with customers on SMS, Messenger, WhatsApp, & more
- Modern Chat
  
  Chat with customers in real-time or anytime on your website
- Chatbot
  
  Start the conversation with automation, increase agent efficiency, triage, & more
- Social & Reviews
  
  Protect your brand & drive loyalty across social media and review site
- Social Marketing
  
  Orchestrate social campaigns that drive business results
- Social Listening
  
  Understand social trends from customers, the market, and competitors
- Experiences
  
  Find, curate, and share the best social media content
Solutions
By use case
- Call deflection
  
  Deflect inquiries to messaging channels and self-service communities
- Conversational AI
  
  Automate conversations with our intuitive drag-and-drop platform
- AI-enhanced agents
  
  Supercharge agents with AI tools & intuitive workflows
- Customer journey optimization
  
  Optimize customer experiences by really listening across all your channels
- Growth communities
  
  Build brand awareness with a user-generated knowledge hub
- Conversational Marketing
  
  Drive higher conversion rates and more revenue
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.
Resources
- Podcast
  
  CX Confessions, the definitive podcast for digital CX leaders
- Resource Center
  
  Guides, tipsheets, ebooks, on-demand webinars, & more
- Channel integrations
  
  Integrations to connect with your customers, wherever they are
  
  Tech integrations
- Developer Information
  
  Technical overviews and links to developer documentation
- Upcoming Events
  
  Join us for live webinars and other events, like Khoros Engage
- Blog
  
  Insights, tips, news, and more from our team to yours
- Customer Stories
  
  Case studies with successful customers to see how they did it
Community
- Atlas Community
  
  Connect with 70K+ customer engagement professionals
- Titans of Customer Engagement
  
  A customer experience podcast with Khoros Customers
Company
- About Khoros
  
  20+ 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

Download the Analyst Report

Why do 77% of brands struggle to incorporate new channels into their digital engagement strategy, and — with channels proliferating — what steps should brands be taking to make channel adoption easier? Download the Q&A with Forrester on Digital Engagement now to learn more.

The Challenge of Omnichannel Digital Engagement

Marketers consider channels in terms of advertising and engagement opportunities. Adding channels to your marketing mix significantly increases complexity which translates into higher costs beyond CPMs or CPCs. Marketing resources need to traverse a learning curve to understand everything from consumer behaviors on the new channel to new advertising formats. Analytics resources need to evaluate and cleanse reporting data which is often of varying levels of granularity which impact technology and measurement costs (and hinder ROI assessments). In a chicken and egg scenario, newer channels lack benchmark data that can help advertisers know when venturing into this new channel is worth it.

How Brands Can Improve Digital Engagement

The Q&A covers three concrete steps every brand should take to deliver seamless digital engagement experiences:

Follow the POST methodology. Forrester recommends that advertisers follow the POST framework when evaluating new channels (P:People, O: objectives, S: Strategy, T: Technology).
Assess channel readiness. Brands need to decide if new channels are worth the effort. Even if your prospects are on the channel and don’t mind interacting with you, that channel may not be ready for advertisers.
Practice agile marketing. The best way to add new channels is to test into them. The Agile marketing approach lowers the risk of improper channel expansion by creating more frequent feedback loops.

Download the Q&A now to learn these steps in detail and many other helpful insights to improve your brand’s digital engagement.

Platform

Products

By use case

By industry