Platform
Digital-first, unified engagement hub
ANNOUNCEMENT: Khoros acquires CX innovator Topbox and closes significant new growth investment from Vista Equity Partners Learn More
Digital-first, unified engagement hub
Online brand communities for enterprises
Enterprise CX analytics from Topbox, recently acquired by Khoros
Channel and tech integrations to provide a seamless customer experience
Increase agent efficiency and get contact center insight
Self-service support, education, and collaboration
Content management, publishing, and governance
Our in-house experts in social media and community management for Khoros customers
Data integrations for better customer experience
More than onboarding and implementation, this is where our partnership begins
Join us for live webinars and other events, like Khoros Engage
Watch webinars and events on your own time
Whitepapers, checklists, on-demand webinars, guides, and more
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
15+ 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
Connect with 70K+ customer engagement professionals
Find solutions and support for Khoros products here
Digital-first, unified engagement hub
Online brand communities for enterprises
Enterprise CX analytics from Topbox, recently acquired by Khoros
Channel and tech integrations to provide a seamless customer experience
Increase agent efficiency and get contact center insight
Self-service support, education, and collaboration
Content management, publishing, and governance
Our in-house experts in social media and community management for Khoros customers
Data integrations for better customer experience
More than onboarding and implementation, this is where our partnership begins
Join us for live webinars and other events, like Khoros Engage
Watch webinars and events on your own time
Whitepapers, checklists, on-demand webinars, guides, and more
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
15+ 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
Connect with 70K+ customer engagement professionals
Find solutions and support for Khoros products here
MYOB, Mind Your Own Business, Australia’s leading accounting software provider, was gearing up to transition their customers from traditional desktop software to cloud-based solutions. They decided to partner with Khoros to divert customer inquiries from email support to a Khoros-powered community.
Customer questions could be answered more quickly if they were diverted to their Khoros-powered community, thereby leaving the support team to focus on the most complex client issues. However, MYOB was apprehensive about closing down their email channel because they were unsure how their customers would react. MYOB wanted to provide quick and knowledgeable online support to resolve customer inquiries without utilizing the email channel — and without customers feeling the loss of that resource. Their Khoros-powered community helped them reach their goals.
MYOB saw multiple positive results from their Khoros-powered community. The average response time was significantly decreased (from several days to several hours), and 65% of customers who posted on their community did not need to utilize the call center or live chat support. MYOB achieved great success assisting customers with the move to cloud accounting solutions, with 100K online subscribers in fewer than two years from the launch. The community ensures that clients (most of whom are small business owners with limited time) can quickly get answers to their questions and get back to work.
The knowledge and experience of their partners through their Khoros-powered community, adding benefit to their customers.
An Idea Exchange where customers can offer ideas and vote on their favorites, making MYOB publicly accountable to act upon feedback.
A place where customers can resolve issues without needing the call center or live chat support.
The support team to engage more thoroughly with customers with complex issues, improving brand sentiment.
“In our peak period at the end of the financial year when it is impossible to service the incoming support demand, our Khoros-powered community plays a crucial role in allowing us to offer proactive content to answer frequently asked questions by our customers.”
MYOB has realized significant cost savings by diverting clients to their Khoros-powered community. Now customers can find solutions through other community users without needing to contact the brand or their partners. Their community also allows MYOB to offer a significantly improved support experience. With the same resources MYOB previously used to answer emails, the average client inquiry is now answered within a few hours (down from a few days) through their Khoros-powered community, and as such, their NPS (Net Promoter Score) feedback is now turning around.
Community posts per week
Unique visitors every week
Increase in community registrations in six months