Khoros - Detailed Review

Frequently Asked Questions about Khoros

Q: How does Khoros help in managing social media presence?

Khoros offers a comprehensive social media management solution that allows you to monitor trends, competitors, and conversations about your brand across multiple social media channels. You can organize creative content, collect and label posts, assign approval groups, and view programs in one calendar. The platform also enables you to publish content once across all your social channels and analyze both paid and organic results to gauge performance.

Q: What AI-powered features does Khoros offer for customer service?

Khoros integrates AI into its customer service tools, enabling businesses to offer 24/7 omnichannel support. This includes AI-powered self-service options, such as customer-facing chatbots that can handle tasks from greeting visitors to managing complex queries. Agent-facing chatbots assist customer service representatives by suggesting responses based on previous interactions and identifying customer intent. Khoros also uses Natural Language Processing (NLP) to understand customer inquiries and route them efficiently.

Q: How can Khoros automate repetitive tasks in customer engagement?

Khoros allows you to automate repetitive tasks using its ‘Automate’ function. You can set up rules and triggers to automatically respond to specific types of interactions, freeing your team to focus on more critical issues. The platform also offers AI-driven automation tools that can be deployed across every customer interaction channel, helping to optimize the customer experience and drive efficiency.

Q: What community management features does Khoros provide?

Khoros enables you to build and manage your own online community, fostering direct engagement with customers. The platform includes features for creating discussion forums, blogs, and Q&A platforms. It also offers AI-enhanced moderation tools, workflow automation, and a drag-and-drop interface for customizing community layouts without needing custom code. This helps in maintaining a positive and safe environment for interactions and reduces the total cost of ownership.

Q: How does Khoros facilitate collaboration among team members?

Khoros allows you to add team members and assign roles and permissions based on their responsibilities. This ensures that every team member has the appropriate access to the tool’s features. The platform also supports collaborative features where team members can work together on customer conversations, add notes, assign conversations, and loop in experts when necessary. This ensures a seamless customer experience and efficient teamwork.

Q: What analytics and insights does Khoros provide for social media and customer service?

Khoros offers powerful analytics tools that provide insights into your social media performance and customer service efforts. For social media, you can track metrics such as engagement rate, reach, and impressions. For customer service, Khoros Care’s analytics help you track customer satisfaction metrics, response times, resolution rates, and customer feedback. The platform also includes elevated insights with new analytics APIs, health and engagement metrics, and reports.

Q: How does Khoros ensure data protection and governance in its AI and automation tools?

Khoros ensures data protection through industry-standard security certifications and adherence to the principles of least privilege. The platform allows you to customize re-training schedules and supervision requirements, and it prevents brand-specific data from flowing back into third-party AI services. Additionally, Khoros provides tools to control AI output, prevent bias, and maintain audit logs and version controls to ensure accuracy and alignment with brand guidelines.

Q: Can Khoros integrate with existing systems and third-party AI services?

Yes, Khoros allows seamless integration with existing systems and third-party AI services. The platform offers flexibility and control by orchestrating AI parameters and brand safety controls across any combination of built-in or third-party AI services. This ensures that businesses can leverage a wide range of AI capabilities without disrupting their current tech stacks.

Q: How does Khoros support omnichannel customer service?

Khoros supports omnichannel customer service by integrating AI across multiple service channels, including email, chat, social media, and phone. This ensures that customers can reach out for help through their preferred communication method at any time, with consistent and seamless support maintained across interactions. The platform also allows customers to start an inquiry on one channel and continue it on another without having to repeat information.

Q: What are the benefits of using AI-enhanced moderation in Khoros Communities?

Using AI-enhanced moderation in Khoros Communities helps in streamlining back-end moderation tasks. The platform uses workflow automation and AI-driven content filters to manage content efficiently, allowing community managers to focus more on engaging with members. This also helps in maintaining a positive and safe environment for interactions within the community.