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
"The Khoros Strategic Services team has been an amazing partner for us. The team has become an extension of our team, they’ve been dedicated, and they’ve provided really creative ideas. They’ve jumped in to support us where we need. They’re helping us to evolve as a brand."
— Director of Social Media and
Digital Engagement at SeaWorld
SeaWorld is an American theme-park staple, marine zoological park, and a fixture of many childhood memories, but that doesn’t mean they are immune to controversy. Through continued evolution efforts related to their parks and policies, SeaWorld sought to enhance their public perception and increase the amount of positive interactions guests had with their brand on social media.
The challenge: SeaWorld approached Khoros looking to solve three core business objectives: increase the positive sentiment associated with brand mentions, build brand loyalty among new audiences and SeaWorld enthusiasts, and increase brand awareness through the creation of a brand love pilot program.
Our work: Khoros Strategic Services dove right in, developing a brand love pilot program from the ground up. The program included creating a brand love tone and voice unique to SeaWorld, custom response grids based on a wide range of engagement scenarios, and optimizing the platform workflows to support an efficient, on-brand experience.
To drive positive social engagement, Khoros developed a content strategy focused on tapping into trend-forward and culture-centric moments. This focus on cultural relevance helped drive a significant increase in fan growth, positive mentions, and engagement on Twitter.
To stay ahead of crises and find social-first trends, Khoros conducts proactive and reactive social listening. Khoros developed a four-step trend tracking process that entails identifying opportunities and seamlessly executing in order to best connect SeaWorld into these moments and increase relevance for the consumer.
As SeaWorld’s brand voice pivoted to Khoros’ recommendations, they saw an overall engagement rate improvement of 40%. They also saw a noticeable shift in sentiment; 72% of community members who started negative conversations with SeaWorld’s master brand channels converted to positive sentiment.
Khoros’ culturally relevant content strategy and trend spotting program drove a 167% increase in Twitter engagement, with trendy 1:1 content performing at 180-195% higher engagement than average.
INCREASE in average engagement rate
of community members who started NEGATIVE conversations with SeaWorld’s master brand channels converted to POSITIVE sentiment
HIGHER THAN AVERAGE engagement rate on top-performing trendy 1:1 content
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