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
A unified, actionable view for world-class CX
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
Optimize customer experiences by really listening across all your channels
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
Data integrations for better customer experience
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
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
A unified, actionable view for world-class CX
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
Optimize customer experiences by really listening across all your channels
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
Data integrations for better customer experience
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
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
Download the case study
Khoros was built from two digital customer engagement software powerhouses: Spredfast and Lithium. When the two companies became Khoros in 2018, we revamped our existing online community to focus on onboarding more users and driving deeper collaboration between the digital engagement and community professionals there. A big part of that was making it easier for new visitors to navigate between our products, website, and community to find the information and interactions they’re seeking. With over a decade of content, including over 150,000 unique posts across blogs, forums, and knowledge bases, we turned to AI and automation to help users better navigate and interact. In 2020, we built and deployed a chatbot on both our website and our community to help answer common questions, locate valuable content, assist in community registration and navigation, and quickly connect users to chat with Khoros experts.
The underlying purpose of our chatbot, Maia, is to make it easier for our customers and prospects to ask questions, get answers, and connect with other users. So as we built out the various conversation flows Maia would use to address customer inquiries, we modeled them closely after our Product Coaching team’s characteristics — helpful, detail-obsessed, and thoughtful.
Most brands don’t even think to add web chat or chatbots to their communities because they think it will detract from human interactions or engagement in the community. If a chatbot could quickly answer your question, you might not post it to a support thread, and that could detract from that community’s goal of creating high-value conversations and answers that other users can discover and benefit from. But what about users who want to ask a question, or locate a conversation, but find it too difficult or intimidating?
New community users and one-time visitors rarely know where to begin. Intelligent bots can help users who don’t know how to navigate the community, or who might otherwise hesitate to ask a question. If a bot can point a visitor in a helpful direction — say, a community thread with the same question and a dozen good answers already posted — that user will be more likely to engage in the forum.
Brands want their communities to be easier for customers to use, and stickier once they do — but the average bounce rate on communities is still 40%. A chat window and a chatbot offer another option for visitors who may prefer a conversational experience to find information rather than using a search bar or browsing navigation menus. In this way, adding a bot to our community didn’t detract from human interaction on our community; quite the opposite, in fact. It also helps community moderators by reducing the amount of duplicate posts for common questions they have to remove, merge, move, or edit.
In addition to making life easier for existing customers and community members, we deployed Maia onto our website’s homepage to help visitors and prospective customers find the information they need faster.
We know a certain percentage of people would rather have a conversational experience than dig around a site or product catalog for an answer — so we offer them the option to click through quick reply buttons and carousels to learn more about specific features and solutions. By integrating to our sales team’s calendar tool, Maia makes it easy to schedule a meeting or demo to learn more without having to send an email, fill out a form, or go through some other tedious back-and-forth that hurts conversion rates.
Combined with the ability to request a human agent to answer more complex questions, Maia is an important component of a conversational marketing strategy that drives more qualified, high-interest leads by taking the friction out of engaging with Khoros.
a chatbot for our website and our online community to help visitors navigate both more efficiently.
a cross-functional team to ensure the bot delivers high-quality service and sales automation.
the best traits of our Product Coaching team into Maia’s conversation flows, including characteristics such as helpfulness, attention to detail, and thoughtfulness.
customer satisfaction on the bot’s helpfulness and the success of different conversation flows to optimize conversion rates and experiences.
“When we incorporated our chatbot, Maia, into our community and our website, we instantly made life easier for our community members, visitors, and prospective customers.”
Maia makes it easier for customers and prospects to engage with Khoros and find what they need within our community and on our website. After deploying Maia, we also realized important gains in customer engagement, including an increase in community registrations and an increase in leads.
increase in community registrations
increase in leads from conversational marketing and meeting scheduling
CSAT in bot conversations