Deflect inquiries to self-service communities and messaging channels

Reducing call volume can be hard, and hiding your 800 number is not an option. Digital-first contact centers use a combination of self-service, messaging entry points, and proactive notifications to deliver more convenient and satisfactory service

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Trusted by the world’s top brands

Self service

The best service is community self-service

Consumers look for self-service options to solve their problems before engaging brands directly, meaning most people don’t want to have a conversation — they just want a solution.

Khoros consolidates FAQ pages, knowledge bases, status lookup portals, and forums with questions and answers into a single brand-owned community that saves brands millions of dollars in call deflection.

“Khoros allows Midco the opportunity to present the channel that is best for the user, and on the device they’re using at the time.”

— Tara Mueller, Web Applications Manager, Midco 

  • 0%
    increase in call deflection using Google’s Business Messages and Apple Messages for Business
  • 0%
    reduction of click-to-call 1-800 number
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Case study 1
Cta 1

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Ivr

Offer IVR deflection & innovative new entry points

Your customers prioritize speed and convenience over everything, and they hate waiting on hold. Don’t you too?

  • Khoros partners with brands to implement game-changing call deflection tactics that reduce costs and increase customer satisfaction.
  • We combine IVR deflection, messaging entry points on Google Search and Maps, and new “chat suggest” features on iPhone and Android to deflect as much as 70% of calls.
“Dataiku’s purpose is to democratize data science and enterprise AI, and our Khoros community is how we mobilize the broadest possible group of people to help accomplish that mission.”

— Julie Hamel, Senior Director User Advocacy, Dataiku

  • 0M+
    in cost deflection
  • 0%
    of community traffic from organic search
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Case study 2
Fcr

Increase First Contact Resolution (FCR) with messaging channels

Most contact centers report around a 70% FCR rate on their voice and session-based chat channels. That means some 30% of their contacts are repeat interactions.

  • Khoros deflects contacts from these legacy channels to more convenient asynchronous messaging channels that increases FCR and reduces wasteful repeat interactions.
  • Channels like SMS and Facebook Messenger never “disconnect,” make better use of chatbots and AI, and make it easier for customers to get the answers they need without waiting on hold.
“Our established Khoros community has helped us weather the unexpected.”

— Shelley Sessoms, Community Manager, SAS

  • 0M+
    saved in one year with Khoros Communities
  • 0%
    of customers found answers within community
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Case stuy 3
Proactive

Proactive messages put customers at ease

In a “reactive” operation, service teams wait for frustrated customers to come to them. In a proactive operation, digital-first contact centers send well-timed, personalized messages that answer questions and allay concerns before they become inquiries.

  • Our conversational AI platform enables mass outbound SMS or WhatsApp messages for service alerts or account updates that outright prevent calls.
  • If customers have a question or need further support, they can easily navigate back to your messaging conversation and re-engage.

Ready to deflect inquiries?

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