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
Samsung Benelux wanted to build something that didn’t exist yet: they wanted to transform their traditional contact center into a digital-first, data-driven contact center. They started building their vision with their previous vendor, but that vendor didn’t have the infrastructure Samsung Benelux needed to make the leap into the digital era. When Samsung Benelux decided to partner with Khoros and Teleperformance for digital customer service and an online brand community, they began their digital-first transformation.
The goal for Samsung Benelux was to empower agents to communicate with customers as they communicate with friends. But customers weren’t happy with the traditional channels Samsung Benelux offered. So, with support from Khoros, Samsung Benelux built an online response team to respond to customers on three branded channels (community, members app, and social media) WhatsApp, and Facebook Messenger. With the Khoros Community plus the Khoros Care integration, Samsung Benelux can now do everything from one screen, a single UI. For example, the social team can work with the Facebook public while also handling private community conversations.
Automation and chatbots were the other keys to Samsung Benelux’s success. Their messaging channels were so popular that inbound volumes greatly increased, so Samsung Benelux adopted both front-end and back-end automation to help manage all of the conversations. Samsung’s customer-facing bots automate quick answers to predictable questions, while their agents also have access to specific process automation bots that they can introduce into the conversation to automate longer, routine tasks like troubleshooting or collecting information. This frees up agents for more complex, higher-value tasks that are best suited for human problem-solving skills.
The next step for Samsung Benelux is optimization and direct integrations within their channels. They want to help their customers select the best product using a consolidated digital-first approach across their site, community, and messaging. Samsung Benelux wants to build a virtual marketplace with a personal touch that utilizes current channels and makes it easy to add future channels as they’re released. Also on the horizon is Samsung Benelux’s work building towards their vision of a fully automated shopping experience that connects product web pages, messaging channels, chatbots, and human sales staff. So far they’ve seen an increase in conversations and high first-call resolution. They now have everything in place to make the transformation from a contact center handling customers to substantially contributing to sales and lifetime customer value. Their fully automated shopping experience is the first tangible result of this transformation, and it’s digital-first.
efficiency by structuring and training the response team around digital channels and adopting automation and bots, including a chatbot, naturally named, Sam.
an onboarding and enablement process to make sure that all agents know their roles and the right workflow and SLAs for responding on each channel.
agent effort and increased customer satisfaction by using their community to track and surface previously answered questions.
Care and community under one view and used links to community content to resolve customer inquiries from social media, driving higher traffic and engagement within the community.
Our agents are involved in innovation at every level, like refining our bot dialogs and enhancing our analytics and KPIs. Empowering them is one of our most important jobs, and our agents love Khoros Care and Community.
The improvements that Samsung Benelux was able to accomplish by partnering with Khoros for Care and Community were so vast that they were able to completely switch off email as a channel. Samsung Benelux is now empowered like never before to truly connect with customers on a personal level, and they are having more customer conversations with fewer agents.
of customer inquiries managed by bots
point NPS improvement after switching from email to messaging
minute response time for 80% of inquiries