• Platform

    Platform

    • Customer engagement platform

      Digital-first, omnichannel platform built for enterprises

    • Contact centers

      Agent efficiency, automation, and operational insights

    • Community engagement

      Self-service support, education, and collaboration

    • Social media management

      Content management, publishing, and governance

    • 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

    • Social Media Accounts

      Check out our social content and follow us on every major platform

  • 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

  • Support
  • Sign in
  • Get a Demo
  • Support
  • Sign in
  • Get a Demo
  • Platform

    Platform

    • Customer engagement platform

      Digital-first, omnichannel platform built for enterprises

    • Contact centers

      Agent efficiency, automation, and operational insights

    • Community engagement

      Self-service support, education, and collaboration

    • Social media management

      Content management, publishing, and governance

    • 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

    Image Report IDC final
    Download report
  • 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.

    Design Khoros com Resources Drop Down Ad Prom
    Read now
  • 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

    Image Report IDC final
    Download report
  • Community
    • Atlas Community

      Connect with 70K+ customer engagement professionals

    • Titans of Customer Engagement

      A customer experience podcast with Khoros Customers

    • Social Media Accounts

      Check out our social content and follow us on every major platform

    Image Report IDC final
    Download report
  • 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

    DEL518 Design Company Tab Navigation Dropdown Promo v2
    Work at Khoros

Making the Most of Private Messaging


Engage hero

Welcome back!

Not you? Click here

Watch the Video


This video is a recorded breakout session from Khoros Engage, held September 9 - 11, 2019 in Austin, Texas.

Speakers:

  • Dave Evans, VP Social Strategy at Khoros
  • Allison Fasching, Sr. Social Media Strategist at Sprint
  • Rob Lawson, Partnerships at Google

In this video, you’ll learn how to harness the power of today’s most impressive emerging channel: messaging. Private messaging is already changing the digital customer service landscape. Brands that embrace messaging enjoy increased call deflection savings, and the channel also creates happier customers, who no longer need to call in and suffer through the frustration of being bounced around from agent to agent.

There are many other benefits to messaging, including:

  • Increased personalization. Because it’s how most people communicate in their closest relationships, messaging is a more familiar, approachable, and human experience for customers to have with your brand.
  • Convenience. Empowered customers can seek assistance around their schedule, not just yours.
  • Time. A complete record is made of every interaction — including all system actions taken by the agent. This eliminates the need for customers to repeat their information as the conversation moves between agents, and improves agent efficiency by eliminating time spent documenting the case.
  • Profit. Goods and services are sold directly with a click of a button, and leads who have not yet purchased can be retargeted. A phone call can’t do that!
  • Insights. Combined with automation, data from conversations can be used to deliver a relevant message, offer, or content at the right moment.

Your customers message each other every day, and they increasingly expect this communication style with brands. According to Adweek, 68% of consumers say that messaging is the most convenient way to stay in touch with businesses. Messaging allows consumers to engage in safe, convenient and personalized experiences.

Watch the video now to learn from top brands who will share how they’re embracing messaging to create engaging experiences and long-lasting relationships with their customers.


The award-winning Khoros platform helps brands harness the power of human connection across every digital interaction to stay all-ways connected.

Platform
  • Khoros Platform
  • Contact Center
  • Communities
  • Social Media Management
  • CX Insights
Services
  • Strategic Services
  • Professional Services
  • Partners
Resources
  • Resource Center
  • Blog
  • Customer Stories
  • Channel Integrations
  • Tech Integrations
Industries
  • Technology & Software
  • Financial Services
  • Telecommunications
  • Retail & Distribution
  • Travel & Hospitality
Company
  • About Khoros
  • Leadership
  • Newsroom
  • Careers
  • Events
  • Social Responsibility
Connect
  • Get a Demo
  • Contact Us
  • Email Us
  • Community Atlas
  • © Khoros, LLC
  • Privacy
  • Security
  • Disclaimer
  • Legal & Compliance
  • Terms of Use