Overview of Khoros
Khoros is a comprehensive digital customer engagement platform designed to help enterprises manage and enhance their customer interactions across various channels. Here’s a detailed look at what Khoros does and its key features:
Purpose and Functionality
Khoros is built to unify and streamline customer engagement, service, and marketing efforts for global brands. The platform combines generative AI, advanced automation, and robust digital engagement tools to create seamless and efficient customer experiences. It aims to help businesses build strong relationships with their customers, improve customer satisfaction, and reduce operational costs.
Key Solutions
Khoros Service
This solution focuses on delivering excellent automation and digital service. It enables enterprises to build more automation, equipping agents with a single platform to resolve cross-channel inquiries. Key features include AI-powered chatbots, advanced routing, classification, and insights to speed up agent workflows and improve customer service efficiency.
Khoros Communities
Khoros Communities is designed to build and manage powerful, engaging communities. It provides the software and expertise needed to create world-class communities quickly and with fewer resources. Features include enhanced backend architecture, real-time interaction capabilities, customizable user interfaces, and robust analytics dashboards to improve user engagement and community performance.
Khoros Social Media Management
This solution simplifies social media strategy management by bringing global social media accounts, campaigns, and teams into one place. It allows teams to execute cross-channel campaigns efficiently, managing interactions across social networks like Facebook, LinkedIn, and WeChat, as well as messaging apps such as WhatsApp and Apple Messages for Business.
Key Features
- AI-Powered Automation: Khoros integrates generative AI to automate customer service processes, including chatbot interactions, intent training, and customer journey flows. This automation reduces the need for manual training and speeds up the time-to-value for businesses.
- Cross-Channel Engagement: The platform supports engagement across multiple digital channels, including social media, messaging apps, email, SMS, and branded communities. This ensures that customers can interact with brands through their preferred channels.
- Advanced Analytics and Insights: Khoros provides comprehensive analytics and insights across every customer interaction and channel. This data helps businesses understand customer behavior, improve service operations, and make informed decisions.
- Scalability and Performance: The platform, particularly with the introduction of Khoros Aurora, is designed to scale with business growth, ensuring faster load times, smoother user experiences, and the ability to adapt to increasing user demands without compromising performance.
- Customization and Integration: Khoros offers customizable features and integration capabilities with various third-party tools and platforms, allowing businesses to tailor the platform to their specific needs and workflows.
- Community Engagement Tools: Features such as live chat, discussion forums, polls, surveys, and gamification elements enhance user engagement and encourage participation within communities.
Benefits
- Improved Customer Satisfaction: By providing seamless, 24×7, omni-channel service, Khoros helps enterprises improve customer satisfaction and reduce support costs.
- Enhanced Operational Efficiency: The platform streamlines workflows, reduces manual tasks, and provides advanced routing and classification, making customer service operations more efficient.
- Significant ROI: Customers using Khoros have reported an average ROI of 403% over three years and an average payback period of just three months.
- Long-term Scalability: The platform is designed to grow with the business, ensuring long-term scalability and adaptability to evolving customer needs.
In summary, Khoros is a powerful digital customer engagement platform that leverages AI, automation, and advanced analytics to deliver exceptional customer experiences, improve operational efficiency, and drive significant business value.