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
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
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
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 webinars and in-person events
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
Data integrations for better customer experience
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
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
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
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 webinars and in-person events
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
Data integrations for better customer experience
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
Though technology giant Microsoft offered general support on their website and by phone, they wanted to evolve their customer support strategy to not only help customers with products, but to engage with them, too. To support their customer engagement strategy, they decided to partner with Khoros to build a branded online community.
When Microsoft introduced their Power BI product, it was so popular that their traditional support systems were quickly overwhelmed. The support team needed help, and more importantly, they needed a way to better engage this new group of customers. To accomplish both goals, Microsoft decided to build a product-specific online community, powered by Khoros. The Power BI Community soon became the channel of choice for customers and their community activity grew 600% – without Microsoft adding more members to their support team. In addition to powering self-service support that made customers happier, customers began turning to it to share ideas and communicate about products. Microsoft then replicated the successes of the Power BI community for their Power Apps and Microsoft Flow product communities. All three products then became part of an integrated application platform called Microsoft Power Platform.
Khoros powers the online communities for all three products, which allows Microsoft to tie them together in creative ways. Microsoft educates customers about different ways to use each product. They also use cross-community syndication to ensure that customers who ask a question in one community can receive responses from experts in all three communities, and members of each community can converse without leaving their home community. Power users can even nominate content to be syndicated. Now Microsoft has the ability to nurture relationships with all types of customers, from novices to experts. But success for Microsoft is not only in metrics, it’s also in relationships. They’ve seen community members who barely knew Excel go on to work full time in the industry, and they’ve created a space for business owners to expand and improve their reputation by showcasing their expertise across communities. Microsoft has also fostered true community spirit: on the Power BI community’s first birthday, community members made a Happy Birthday video for the product team in which they expressed what they love about the product. The genuine expression of brand love helped strengthen the community as a whole. Microsoft customers now have a better, more holistic customer experience.
a community to scale support, then expanded their strategy to include customer engagement
upon the success of their first product community and created successful communities for other products
with Khoros and iTalent to develop a syndicated solution that allowed sibling communities to converse, allowing customers to seamlessly learn about new products
customers’ awareness of products they were already using by offering demonstrations and chances to experiment
With Khoros, we’ve found a technology partner that works with us, not just for us. What we value about Khoros is their knowledge, expertise, and willingness to collaborate.
Microsoft has grown their community activity by 600%, resulting in reduced response times, increased solution rates, increased customer satisfaction, millions of dollars saved through call deflection, and benchmarking data to measure success with future online communities. Now, 75% of their online community content comes from members — which means it is self-sustaining and highly trusted.
response rate in 48 hours or less
solution rate (many discussion types do not need solutions)
savings in support costs each month