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 webinars and in-person events
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 webinars and in-person events
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
Telstra, Australia’s largest telecommunications company, has connected more than 16 million mobile users with each other and the rest of the world. Telstra knew that both customers and employees engaged digitally with them every day — to have their questions answered, problems resolved, or to share their experiences with Telstra’s products. As their digital interactions with customers increased, Telstra wanted to offer the same level of authenticity that they offered customers offline. To accomplish their goals, Telstra set out to create a complete customer care experience, in partnership with Khoros, and they onboarded Khoros Care and a Khoros-powered Community.
Telstra offered an excellent customer experience through more traditional means, like phone support, but they understood that their digital customer care was lagging. Most importantly, Telstra wanted to offer their customers an authentic experience with digital customer care. With the partnership of Khoros, Telstra built their online community, CrowdSupport. CrowdSupport connects Telstra’s customers on a platform where they can talk about products and services with each other, without Telstra playing an active role. CrowdSupport also connects customers to other customers and to Telstra for better problem resolution, insight, crowdsourced innovations, and the sharing of experiences at every digital touchpoint. Telstra also turned to Khoros for a game-changing customer service experience to offer the next wave of gamification and customer value exchange for their community members.
Khoros Care has enabled Telstra to deliver fantastic service experiences in digital customer care channels. The governance and audit trail that Khoros Care provides has also played an important role in the management of Telstra’s social media platforms. Khoros empowers Telstra team members to provide great customer service while ensuring brand safety. Telstra’s Khoros-powered community, CrowdSupport, is now a single search platform to enable store team members to directly connect digitally with their customers, which creates an omnichannel presence. They’ve also taken CrowdSupport live, which means community members are now able to sign up to conduct live chat information sessions directly with other customers.
The digital customer care team to have authentic conversations with customers.
A place where customers could gather for peer-to-peer interactions without having to engage the brand.
Brand safety and effective governance with an active digital customer care team.
Advocacy and loyalty with customers by delivering authentic support on the channels their customers chose.
“What’s brilliant about our customer community is the richness and authenticity of the feedback and interactions that are provided by our customers. We learn so much about how we can make our products better in the community through the quality feedback our customers provide.”
With their Khoros-powered community, CrowdSupport, Telstra supported the creation of more than 20K pieces of content in the first five months, and they offered a place customers and the care team could create authentic connections. Khoros has helped Telstra deliver an outstanding customer experience and foster true brand advocacy.
Digital customer care team
Year-over-year increase in accepted solutions
Year-over-year increase in knowledge-based articles