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 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
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 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
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
Download the case study
The Royal Automobile Club of Queensland (RACQ) has served Queenslanders for more than a century and is currently the State’s largest club. RACQ offers a wide variety of products and services including Banking, Insurance, and Roadside Assistance. As such, RACQ needs to maintain a robust customer care centre that is able to handle time-sensitive matters on a variety of platforms, including digital. Prior to partnering with Khoros, RACQ didn’t have a social moderating system, so care agents had to screenshot customer questions and forward them to the appropriate team for response. There was demand for a more efficient process as the number of enquiries grew. RACQ wanted to transform the way they handled social media customer service, so they onboarded Khoros Care.
RACQ needed a quick, efficient way to interact with customers on digital platforms. They also needed reporting visibility and the ability to prioritise conversations so they never missed a potential emergency and were well-placed during a crisis. Khoros Care allowed RACQ to achieve prioritisation. Escalated issues went straight to the top while less urgent but still important communications were consistently answered. They started by training 12 active team members and soon expanded to their entire 30-person team. Khoros also gave RACQ teams crucial visibility and provided the ability to automate conversations as needed so that they could offer the best customer service possible. With Khoros, RACQ now has thorough, comprehensive reporting abilities, the ability to easily track sentiment and tag conversations, and they have gone from basic insights to rich, valuable insights that drive business value.
Response times to members immediately went down as RACQ transitioned from a native social platform to Khoros. RACQ now has the ability to gain insights about top-performing brand posts on social channels across their roadside assistance, insurance, and banking businesses. RACQ’s process for sharing data and social insights across the business has also been streamlined by their use of Monitor Walls and Shared Dashboards with real-time customisable dashboard reports. With Khoros, RACQ has made their reporting processes more efficient with tagging, routing, and prioritisation and they’ve helped agents filter out noise and work more efficiently. In the future, RACQ plans to investigate asynchronous channels to further enhance the customer service experience.
Digital communications so that escalations could be addressed first and no inquiry went unanswered.
Social insights and agent performance across the business.
Agent performance and volumes then automated analytics and insights around agent states and capacity for resource planning.
Insights about top-performing posts on social media.
“With Khoros, our social care responders have been able to realise incredible efficiency and we are able to see in real-time just how happy our members are.”
For RACQ, the biggest and most immediate benefit of partnering with Khoros was an efficiency increase. RACQ reduced their average time of first response and by leveraging the Khoros Care platform, RACQ is now able to track insights over social. They now know exactly how much impact their care agents have on customer sentiment. RACQ has also gained insights about top-performing brand posts on social channels — their most recent top-performing post received over 52k impressions and 8.6k engagements, a rate of 16.4%.
TAR
of conversations that started negative finished positive
of conversations that started neutral finished positive