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.
Madeline Turner — Senior Strategist, Khoros
Michelle Buckley — Director of Operations, Southwest Airlines
Julien Schleret — Social Media Marketing Manager, Facebook
Chela Arcelia — Social Media/Internet Customer Service Manager, Cigna
Customer care is the way that brands ensure success and satisfaction with their products and services. While traditionally customer care meant customer support or customer service — it is increasingly no longer siloed to the end of the customer journey. Instead, care expectations begin upfront with how your brand demonstrates that you value purpose over profit, and it continues with how you deliver on the product roadmap, how you talk about customer success, and how you deliver on the promises you make.
Customer care needs to be integrated into every business decision and strategy. Today’s brands are defined by how they deliver on customer care, which is an important opportunity: After having a positive experience with a company, 77% of customers would recommend it to a friend. Brands that get care right build their customer base and they build brand loyalty.
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1. Be thereIt’s simple: one of the most important ways you can offer outstanding customer care is to be in the channel where the customer wants to reach out to your brand. |
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2. Be timelyCustomers want quick answers and responses, and certain strategies can help lower your response times. Your brand can use regular expressions and keyword routing to get nonactionable conversations out of your queues so that your representatives can focus on the customers who really need your help. |
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3. Be realCustomers are looking for agents to be themselves. You can support your agents’ efforts to be real while also remaining on-message with robust brand-value and brand-voice training and guidelines. |
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4. Be helpfulCustomers reach out to your brand because they need help, so it’s important to resolve their issue. You can build positive brand affinity by giving customers more than what they ask for: Send them a link to a knowledge base or to your community, for example. The community can also offer a lot of step-by-step assistance and even more information than what the customer originally requested. |
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5. Build brand loyaltyAn important aspect of care is having conversations with customers and building relationships with them. Consider the idea of bucket-filling in which positive words and actions fill the bucket while negative words and actions empty it. If your brand is only talking information from customers, or you’re only selling to them and marketing to them, that can empty their bucket. But social care can fill the bucket with good will. |
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6. Surprise and delightSocial listening offers brands an excellent way to identify potential surprise and delight opportunities. Find fun ways to interact with your customers and you’ll strengthen your relationship with the individual as well as with your larger audience base — experiencing second-hand surprise and delight can be just as loyalty building as experiencing it first-hand. |
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7. Personalize the interaction no matter your industryRegulated industries have less freedom when it comes to social customer care, and personalizing interactions can be difficult. Legal wants control over what care agents are saying to customers, and for good reason. Sometimes scripted communications can signal to customers that they’re interacting with a bot and not a real person which can be a turn-off. But even when your care agents need to work with scripts, there are still ways to demonstrate to your customers that there’s a real person behind the interaction: Have agents offer a personal email address, or even have them sign off with their |
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8. Build for scaleYou have to build your care program for scale if you want to be successful. Think practically and make sure that your operations can grow and you can continue to provide the same level of service no matter how big your organization becomes. |
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.
Want to learn more best practices for digital customer care?
Read our whitepaper: Digital Customer Care Playbook.
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