Overview of Khoros
Khoros is a comprehensive digital customer engagement platform designed to help enterprises enhance their customer service, build robust communities, and manage social media strategies effectively. Here’s a detailed look at what Khoros does and its key features:
Core Functionality
Khoros combines generative AI, world-class automation, and advanced digital engagement tools to create a seamless and efficient customer support experience. The platform is tailored to meet the needs of large enterprises, enabling them to build, manage, and optimize their customer engagement strategies across multiple channels.
Key Solutions
Khoros Service
This solution focuses on delivering excellent automation and digital service. It allows enterprises to build more automation, equip agents with a single platform to resolve cross-channel inquiries, and provide 24×7, omni-channel service. Key features include advanced gen-AI knowledge for faster automation, improved WhatsApp templates, pre-built widgets to track chatbot performance, and enhanced agent accessibility.
Khoros Communities
This solution is designed to build and manage powerful communities where customers can find information, share ideas, get answers, and engage in meaningful dialogue. Khoros Communities offers scalability, performance enhancements, and an intuitive user interface, particularly with the introduction of Khoros Aurora, which includes features like real-time interaction capabilities, customizable user interfaces, and robust analytics dashboards.
Khoros Social Media Management
This solution simplifies social media marketing by bringing global social media accounts, campaigns, and teams into one place. It enables teams to execute cross-channel campaigns faster and more efficiently, managing social networks like Facebook, X, LinkedIn, and WeChat, as well as messaging apps such as WhatsApp and Apple Messages for Business.
Advanced Features
- AI-Powered Automation: Khoros integrates generative AI to automate customer service processes, including intent training and customer journey flows, significantly reducing the time and effort required for setup and maintenance.
- Multi-Channel Support: The platform supports a wide range of digital channels, including social media, messaging apps, email, SMS, and branded communities, ensuring customers can interact with brands wherever and whenever they prefer.
- Unified Workflow: Khoros unifies multiple channels into a single workflow, empowering agents to engage across all touchpoints seamlessly and efficiently.
- Data-Driven Insights: The platform provides comprehensive analytics and insights across every interaction and channel, helping businesses improve their customer experience (CX) and make data-driven decisions.
Benefits
- High ROI: Khoros customers typically see an average ROI of 403% over three years and achieve payback within three months. The platform has helped aggregate customer savings of over $500 million through contact avoidance.
- Scalability and Performance: Khoros is designed to handle high volume usage and deployment complexity, ensuring that the platform scales with the business without compromising performance.
- Enhanced Customer Engagement: The platform fosters deeper customer relationships by providing personalized experiences, advanced engagement tools, and a user-friendly interface that encourages participation and engagement.
Enterprise Readiness
Khoros is built for enterprise scale, offering software and services that can handle the security needs and brand protection requirements of the world’s leading brands. It is backed by an award-winning services team committed to customer success.
In summary, Khoros is a powerful digital customer engagement platform that leverages AI, automation, and advanced digital tools to enhance customer service, community engagement, and social media management, making it an essential solution for enterprises aiming to improve their customer experience and operational efficiency.