Khoros Product Overview
Khoros is a comprehensive digital customer engagement platform designed to help enterprises build and maintain strong, engaging relationships with their customers. Here’s a detailed look at what Khoros does and its key features.
Purpose and Benefits
Khoros is tailored for enterprises aiming to deliver top-tier customer service, reduce operational costs, and enhance customer satisfaction. The platform combines advanced automation, generative AI, and robust digital engagement tools to create a seamless and efficient customer support experience. It helps businesses build and scale online communities, manage customer service operations, and engage with customers across multiple digital channels.
Key Features and Functionality
Community Management
Khoros offers advanced community management software that allows companies to build and scale communities quickly. This includes features such as:
- Community Design: Customize page layouts, navigation, and brand themes without custom code using expert-created templates and a drag-and-drop interface.
- Community Interaction: Foster two-way dialogue through blogs, discussion forums, Q&A, feedback, ideas, and private messages.
- Content Management: Produce and manage high-quality community content efficiently, with tools for tagging, reviewing, editing, and scheduling posts.
- Community Moderation: Advanced tools for reviewing and managing posts, ensuring members feel valued and supported.
- Community Automation: Use AI to filter, tag, prioritize, route, and remove content, making moderation more efficient.
Customer Service and Support
Khoros Service is a critical component that enhances customer service operations. Key features include:
- Unified Platform: Engage with customers across multiple channels such as messaging apps (WhatsApp, Apple Messages for Business), social networks (Facebook, LinkedIn, Instagram), and review sites (Google Play Store, Yelp).
- Automation and AI: Utilize generative AI for faster automation, improved chatbot performance, and enhanced agent assist tools. This includes features like Helix for automated intent training and customer journey flows.
- Robust Routing and Prioritization: Streamline workflows by highlighting important engagement opportunities and deprioritizing irrelevant items.
- Analytics and Reporting: Use dashboards, reports, and benchmark data to track performance, monitor progress, and adjust strategies accordingly. Create detailed reports using data exports and in-platform dashboards.
Digital Engagement
Khoros enables businesses to connect with customers wherever and whenever they prefer, fostering a digital-first customer engagement strategy.
- Multi-Channel Engagement: Engage customers through messaging, chat, social media, email, SMS, and both external and branded communities.
- Enterprise Scale: Built to handle high volume usage, deployment complexity, and the security needs of leading brands, backed by an award-winning services team.
Productivity and Efficiency
The platform is designed to enhance productivity and efficiency:
- Agent Empowerment: Equip agents with essential tools to resolve conversations quickly and efficiently across all touchpoints.
- Automation Tools: Automate repetitive tasks, filter noise, and prioritize important conversations, reducing the time spent on manual moderation and increasing response times.
Conclusion
Khoros is a powerful tool for enterprises seeking to elevate their customer engagement and service operations. With its robust community management, advanced customer service features, and comprehensive digital engagement capabilities, Khoros helps businesses build lasting relationships with their customers, reduce costs, and improve overall customer satisfaction.