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 USAA family of companies provides insurance, banking, investments, retirement products and advice to over 12 million current and former members of the U.S. military and their families. Known for its legendary commitment to its members, USAA is consistently recognized for outstanding service, employee well-being, and financial strength. USAA knew that social was their customers’ channel of choice for servicing needs, but it was growing harder to reach their goal of reducing service costs across multiple business units while providing members a superior experience. To counteract this, USAA created a social media management strategy that drives social support savings initiatives and leveraged the Khoros platform to put their strategy into practice.
Before using the Khoros platform, USAA’s agents were bogged down in manual social media customer service documentation processes and a manual workflow. The time it took agents to record results sidelined them from working on other cases, leading to longer support wait times for USAA customers. Adding to the delays, important and frequent support processes like member identity validation and conversation routing to agents were not fully automated.
These issues made it exceedingly difficult to achieve USAA’s support savings cost reduction goal and maintain their service level agreements (SLAs). USAA began by determining the efficiency of social service processes with the identification of USAA’s Enterprise Social Customer Care SLA across multiple business partners. Next, USAA worked with Khoros to implement a social media management platform with time-saving features including real-time member name to social handle match and advanced agent routing techniques. Lastly, by integrating platform data into their Client Relationship Manager (CRM), USAA created a cross-channel 360 degree view of their members that allowed personalized and seamless experiences.
Working together, USAA and Khoros implemented Social Customer Care MSI (Member Service Index) in 11 major business units with six financial service business teams and trained 104 users in two days. As a result of onboarding Khoros and adopting their new social media management support strategy, USAA removed 25+ manual process while also realizing cost savings and 99% time on task savings. Today, USAA’s customers are receiving care more quickly and the social service business units are functioning efficiently.
A social media management support strategy to drive support savings and executed it with the Khoros platform.
Platform data into their Client Relationship Manager (CRM) to create a cross-channel, 360 degree customer view for seamless service.
the platform with features that improved customer experience, including real-time member name to social handle match and advanced agent routing.
Support savings by removing 25+ manual processes including manual internal social media customer service documentation.
“We cut down the time it takes for internal social customer care documentation from 24 hours to 1 hour–a 99% time on task savings!”
USAA was able to meet their members’ social customer service needs with speed and efficiency while realizing cost savings to help social service business units function more efficiently. Due to the platform’s integration with USAA’s CRM, members also received a more personalized and seamless experience. The net result of onboarding the platform and implementing their social media management support savings plan was a reduction in time on task for business processes and Full-time Equivalent (FTE) savings.
Time-on-task savings with improved processes
Member service index
+ Efficiency in member community management and response