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
A unified, actionable view for world-class CX
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
Optimize customer experiences by really listening across all your channels
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
Data integrations for better customer experience
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
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
A unified, actionable view for world-class CX
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
Optimize customer experiences by really listening across all your channels
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
Data integrations for better customer experience
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
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
Swisscom is the leading provider of communication, entertainment, and IT in Switzerland. They partnered with Khoros in 2009, and since then, the Khoros platform has enabled them to handle volume spikes and technical incidents while maintaining response times SLAs and providing industry-leading customer service. In fact, with the help of Khoros, Swisscom has managed to turn 42% of customer conversations that started out as negative into positive interactions.
The Swisscom team is small, but what it lacks in size it makes up for in innovation. The social media team is always challenging themselves to think of better ways to anticipate customer needs in a rapidly changing market. The best way to do that, they’ve found, is to make it easier for customers to engage with the brand. That’s why Swisscom once again partnered with Khoros to integrate Google’s Business Messages.
Before onboarding Business Messages, Swisscom offered a variety of digital-first service channels, including social media, to help deflect call volume. But one of their main goals in onboarding Business Messages was to simplify and streamline the customer journey, as they knew most customer journeys began with Google searches.
Now, when customers Google the Swisscom support number, Business Messages automatically offers them an easy way to chat instead. This streamlined journey makes it easier for customers to get fast, accurate answers to their questions. The Swisscom team leverages flexible, customizable chatbot flows to send automated welcome messages and to let customers know about important activities — all within the Business Messages channel. The team also uses Khoros analytics to detect abnormalities on social media and respond to them quickly.
Results have been impressive: Customers simply don’t need to call as often when they can get the information they need through a more convenient channel. 30% of Swisscom’s Business Messages inquiries are sales-related, which opens up the opportunity to drive revenue.
Customer satisfaction has also benefited since implementation: in surveys and qualitative feedback, Swisscom customers praise the newfound ease of communication. And even though inquiry volumes increased as contacting the brand became easier, Swisscom did not have to add agents to manage the surge.
In the future, Swisscom plans to continue developing their service channels to make it even easier for customers to get the info and help they need as quickly as possible and at the highest standards.
Google’s Business Messages with Khoros to simplify the customer journey and meet customers where they are.
Google Maps and local search entry points starting with 10 locations first, confirmed they could manage traffic, then scaled to include more locations and organic search entry points.
automated messages to greet customers in chat and proactively make customers aware of important brand activities.
Google My Business to manage reviews of Swisscom shops within the Khoros platform.
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