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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
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
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

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
Watch now
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
- 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
Join Atlas

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.

Products

By solution

Products

By solution

Forrester report: Getting to know your customers

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

Welcome back!

Download the Report

Find out What Your Customers Really Want