Forrester Report Getting To Know Your Customers

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
- 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
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 Report

Find out What Your Customers Really Want

Are your customers really happy with the digital experience they're getting from your brand? Most brands think so, but in reality, they are far removed from the truth.

In April 2019, Khoros commissioned Forrester Consulting to explore the biggest issues causing the divide between brands and customers today. We surveyed over 200 enterprise brands and over 1000 customers, and what we discovered may surprise you.

Here are some key customer service statistics and takeaways from the report:

Brands are disconnected from consumers: Less than half of surveyed brands said they have fully connected the tech, metrics, customer journey, teams, data, and channels that enable digital engagement at their organization. This lack of connectivity has a direct impact on customers’ experiences with brands, and 77% of companies say they struggle to create a cohesive journey across channels and devices.
Brands are out of touch with the customer experience: Businesses underestimate how frequently bad experiences happen to their customers by an average of 38%. These negative experiences create feelings of disappointment, unhappiness, and anger among audiences. Furthermore, approximately two-thirds of customers who have a bad experience with a brand say they will switch to a different brand and share their negative encounters with others.
Brands are ill-equipped to stay connected: Two-thirds of brands expect the number of channels to increase within the next two years, but the majority of brands also say they struggle with integrating new channels. Additionally, existing channels will continue to evolve in accordance with changes to consumer preferences so brands need to find efficient ways to manage their increasingly complex digital engagement strategies.
Brands acknowledge the importance of collaboration, but fail to do so: Approximately 90% of brands agree the various teams involved with digital customer engagement should regularly: communicate and work together in pursuit of common goals, share data and success metrics, and plan strategy across departments. However, less than half of respondents say these statements describe their organization exactly.

Our study found many brands fail to understand what their audience wants and consistently misjudge the actions customers will take when interacting online.

Knowing your customers’ wants and needs helps your business to better serve them when answering common questions and concerns through online channels. Furthermore, improving online interactions leads to better engagement, more satisfied customers, and higher brand loyalty which increases sales.

Check out the full study to see more customer service statistics and find out what your customers really care about.

Platform

Products

By use case

By industry

Platform

Products

By use case

By industry

Forrester report: Getting to know your customers

Why brands must bridge the gap between what they think they know and what customers really want

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Download the Report

Find out What Your Customers Really Want