Digital Contact Center
Agent efficiency, automation, and operational insights
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
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
Let us show you what Khoros can do.
Your customers prioritize speed and convenience over everything, and they hate waiting on hold. Don’t you too?
“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
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.
“Our established Khoros community has helped us weather the unexpected.”
— Shelley Sessoms, Community Manager, SAS
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.
Learn how Jawwy used Khoros to empower their customers in the care process and drive over $1M in annual support cost savings.
Discover how Midco leveraged Khoros Care to achieve a 460% increase in CSAT survey completion rate.
See which innovation is empowering customers to get 1:1 support without calling in — delighting brands around the world.
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