Introduction to Khoros
Khoros is a comprehensive digital customer engagement platform designed to help enterprises enhance their customer service, community management, and social media strategies through advanced automation, generative AI, and unified digital engagement tools.
Key Features and Functionality
Digital Customer Service
Khoros Service is a core component of the platform, focusing on delivering seamless, 24×7, omni-channel customer service. This solution enables enterprises to:
- Automate customer service processes using AI-powered bots, reducing the need for manual interventions.
- Provide agents with a unified platform to resolve cross-channel inquiries efficiently, integrating channels such as messaging apps (WhatsApp, Apple Messages for Business), social networks (Facebook, LinkedIn, WeChat), and more.
- Utilize advanced features like Helix, which automates the training of intents and customer journey flows, significantly reducing the time-to-value.
Community Management
Khoros Communities is designed to help brands create and manage robust online communities where customers can self-serve, share ideas, and get instant answers. Key features include:
- Community content management, moderation, and automation tools to streamline community operations.
- Customizable community designs without the need for custom code, using drag-and-drop interfaces and brand-approved templates.
- Community interaction styles such as blogs, discussion forums, Q&A, feedback, and private messages to foster engagement.
- Community gamification and analytics to track engagement, visits, and usage, ensuring the community remains healthy and active.
Social Media Management
Khoros Social Media Management simplifies the management of global social media accounts, campaigns, and teams. This solution allows enterprises to:
- Execute cross-channel campaigns efficiently, bringing all social media accounts and teams into one place.
- Manage social media strategies across multiple platforms, including Facebook, LinkedIn, and WeChat, without the complexity and risk associated with manual management.
AI and Automation
Khoros leverages generative AI and world-class automation to enhance customer engagement. Key AI-driven features include:
- Advanced routing, classification, alerts, and chatbots that speed up agent workflows and improve response times.
- Integration of knowledge sources from various inputs, enabling AI to deliver prompt and accurate responses.
- The ability to test and refine Gen-AI-powered chatbot flows during the design phase using the ‘try-out’ feature.
Unified Platform and Data Insights
The Khoros platform acts as a unified hub for all digital customer engagement, allowing brands to connect with customers across multiple channels, including messaging, chat, social media, email, and SMS. It provides:
- Comprehensive data tracking across every interaction and channel, offering a full picture of the customer experience (CX).
- Enterprise-scale workflows that can handle high volume usage, deployment complexity, and security needs, backed by an award-winning services team.
Benefits
Using Khoros, enterprises can achieve several significant benefits:
- Improved Customer Satisfaction: By providing seamless, 24×7 service across multiple channels and automating routine inquiries.
- Cost Reduction: Through contact avoidance, self-service options, and reduced agent time spent on simple requests.
- Enhanced Operational Efficiency: By unifying multiple channels into a single workflow and leveraging AI for faster and more accurate responses.
- Rapid ROI: With an average ROI of 403% over three years and payback within three months, as reported by Khoros customers.
Overall, Khoros offers a robust and integrated platform that combines AI, automation, and digital engagement tools to create a superior customer experience, enhance operational efficiency, and drive business growth.