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
Khoros compiled tips from the following experts from a session at Khoros Engage.
Adam Cotner — Senior Director of Product, Khoros Nate Sandell
Katrina Schlicht — Director of Operations, Southwest Airlines
Jillian Zatta — VP Business Development and Customer Success, Reply.ai
Automation offers brands many low-risk opportunities to provide a better customer experience, so even hesitant brands can experiment. Automation is more than just chatbots (which are valuable in their own right) — it also includes various other ways of streamlining interactions between brands and customers on communication channels. It can make your customers feel welcome even when live agents are offline by giving the impression of 24/7 care. Whether or not your brand uses a form of automation yet, considering how the technology can fit into your organization as a whole, and your care program in particular, is valuable.
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1. Set automation goalsThere are two important goals that any automation program should include. First, the program should aim to provide a better customer experience. Second, any automation program should aim to make human agents more efficient, thereby reducing the cost of customer care. |
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2. Start smallIf you’re just beginning to use automation in care, choose one thing to automate and grow from there. Automation requires a lot of data to be accurate, so you need to build up to more complicated interactions. With automation, it’s more difficult to start big and scale back than it is to begin small, learn what your customers are coming to you for on messaging channels, and build toward streamlining those interactions with automated elements. |
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3. Onboard a chatbot like you would an agentSlowly add more responsibilities on the plates of automation and chatbots. Chatbots, like agents, need to grow into their world. Have chatbots start small — by welcoming a customer on a messaging channel, for instance — and then expand their responsibilities. This will help ensure you maintain quality customer service while gradually adding more automation. |
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4. Think creatively about when to use automationBeginning every care interaction with automation might not be the best use of the technology for all brands: Instead, using automation in the middle of an interaction to take care of repetitive, mundane tasks might be more effective. For example, customer identification is a task that automation can handle really well. In cases where you haven’t heard back from a customer on a messaging channel, a chatbot can reach back out and let them know the care team still wants to help and is still available. |
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5. Use automation as triageLetting automation handle initial customer triage is a smart way to begin to incorporate the technology into your care program. When a customer initiates an interaction, a bot can respond by greeting them and asking a few questions so that when an agent enters the conversation, the care topic has been narrowed down. Or, you can begin the interaction with an agent and then use process automation in the middle if you need to do an information exchange or verification, freeing the agent to perform more complicated interactions. In this case, automation levels up the agent’s work rather than replacing it. |
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6. Think beyond chatbotsThere are several ways that automation and bots can streamline conversations with customers while also reducing the amount of time an agent needs to be involved in the conversation without automating the chat. For instance tagging, prioritizing, and routing certain customers are all tasks that automation can handle and that add value without a public-facing chatbot. |
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7. Consider the customer experienceChatbots usually interact with customers over private messaging channels, but not all customers begin their interaction with your brand privately — some customers begin their interaction on a public channel and then move to a private channel for more care. With these customers, you don’t want your chatbot to greet them as if they’re new, because they’ve already been messaging with someone from your brand. Instead, you want the chatbot to continue the conversation seamlessly. |
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8. Containment rate isn’t the only important metric when measuring automation valueContainment isn’t the only way to measure the value of automation. Even if the containment rate is lower for some interactions, automation might have made the interaction more efficient. When automation takes over for an agent, that agent can then spend more time resolving higher level issues. |
Khoros Engage brings together digital customer engagement leaders. Attendees hear from thought leaders inspiring them to bring their business to the next level, gain insights from brands and industry leaders on digital care, community, and marketing topics, and build a network of other digital leaders.
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