Khoros - Detailed Review
Customer Service Tools
Khoros - Product Overview
Khoros Overview
Khoros is a global customer engagement software company that specializes in providing AI-driven solutions for enterprises to manage and enhance their customer interactions.
Primary Function
Khoros’ primary function is to offer a unified platform that integrates various communication channels, allowing businesses to engage with their customers seamlessly across social media, messaging, email, SMS, and online communities. This platform is designed to help enterprises deliver efficient and personalized customer service, streamline their processes, and improve customer satisfaction.
Target Audience
Khoros’ target audience includes medium to large enterprises across diverse industries such as retail, technology, healthcare, and more. The primary users within these companies are marketing and customer service professionals who are responsible for managing and optimizing customer interactions.
Key Features
Integrated Platform
Khoros provides a comprehensive and integrated platform that brings together various customer engagement tools, enabling businesses to manage customer interactions from a single hub.
AI-Powered Insights
The platform leverages artificial intelligence to analyze data from multiple touchpoints, providing valuable insights into customer behavior and preferences. This helps businesses make informed decisions and tailor their engagement strategies accordingly.
Omnichannel Communication
Khoros allows for seamless communication across multiple channels, ensuring a consistent and cohesive customer experience.
Community Building
The platform enables businesses to build and nurture online communities where customers can connect with each other and with the brand, fostering customer loyalty and advocacy.
Automation and Efficiency
Khoros uses AI to automate repetitive tasks, freeing up resources for more strategic initiatives and improving operational efficiency.
Scalability and Customization
The platform is scalable to accommodate the growing needs of businesses and offers a high level of customization to align with the unique goals and requirements of each enterprise.
By offering these features, Khoros helps businesses create a seamless and personalized experience for their customers, driving higher levels of customer satisfaction and loyalty.
Khoros - User Interface and Experience
User Interface and Experience of Khoros
The user interface and experience of Khoros, particularly in its AI-driven customer service tools, are crafted with a focus on ease of use, efficiency, and enhanced customer engagement.Ease of Use
Khoros has made significant strides in simplifying the user interface, especially with the introduction of its newer platforms like Aurora. Unlike the older Khoros Classic, which required extensive customization and often led to what is known as ‘tech debt,’ Aurora emphasizes configuration over customization. This means users can set up and manage their communities through a simplified Admin interface, without needing to delve into complex coding or customization points. For example, the new HTML Components in Aurora allow users to create and maintain content blocks using a rich text editor within the Page Builder, making it much more user-friendly compared to the plain text editor in Classic.User Interface
The interface is designed to be intuitive and accessible. Here are some key features:Drag-and-Drop Design
Khoros Communities now include preconfigured templates and drag-and-drop design tools, allowing community managers to customize the look and feel of their communities without requiring coding skills. This includes custom fonts, color palettes, and consistent branding elements.Streamlined Workflows
The AI-powered digital engagement platform streamlines agent workflows by automating repetitive tasks such as ticket categorization, prioritization, and routing. This ensures that agents can focus on more complex customer issues, improving response times and overall customer satisfaction.Omnichannel Support
The platform integrates seamlessly with multiple service channels, including messaging, chat, social media, email, and SMS. This allows for consistent and seamless support across all channels, ensuring customers can reach out through their preferred method at any time.User Experience
The overall user experience is enhanced through several features:Personalization
Khoros Communities have been enhanced to allow for better personalization, enabling community managers to tailor the experience for users without needing costly development resources. This includes custom theming tools and the ability to ensure consistent branding throughout the site.Moderation and Insights
The platform includes improved moderation tools with workflow automation and AI-driven filters to sift through content. Additionally, it offers enhanced insights, which help in providing a better end-user experience and deeper engagement with the community.24/7 Support
With AI integration, Khoros enables businesses to offer 24/7 omnichannel support, ensuring that customers receive timely and cohesive assistance regardless of the communication method they choose.Conclusion
In summary, Khoros’s user interface is designed to be user-friendly, efficient, and highly configurable, making it easier for businesses to engage with their customers effectively and enhance the overall customer experience. Khoros - Key Features and Functionality
Khoros AI-Driven Customer Service Tools
Khoros offers a comprehensive suite of AI-driven customer service tools designed to enhance customer engagement, streamline interactions, and improve overall customer satisfaction. Here are the main features and how they work:Omnichannel Support
Khoros allows businesses to offer 24/7 support across multiple service channels, including email, chat, social media, and phone. This omnichannel support ensures customers can reach out through their preferred communication method at any time. AI integrates with these channels, maintaining context and continuity across interactions. For example, a customer can start an inquiry via chat on a website and continue the conversation through email without repeating information.AI-Powered Chatbots
Khoros’ chatbot platform uses natural language understanding (NLU) to determine customer intents and respond to common, predictable inquiries. This automation saves agent time and adds capacity and efficiency to brand operations. The platform allows non-technical users to build chatbots using a drag-and-drop interface and enables developers to customize using pre-built integration UIs. These chatbots can handle up to 30% of inbound contacts, freeing human agents to focus on more complex tasks.Sentiment Analysis and Automated Routing
Khoros’ AI capabilities include sentiment analysis, which helps in automated routing and prioritization of inquiries based on sentiment, intent, and context. This ensures that customer inquiries are handled appropriately and efficiently, enhancing the overall customer experience.Unified Analytics and Insights
The platform provides unified analytics, which combine data from various customer engagement channels. This unified view helps businesses gain valuable insights into customer behavior and preferences, enabling them to make informed decisions and improve customer satisfaction.Integration with Multiple Channels
Khoros integrates with a wide variety of messaging channels, including messaging apps (like WhatsApp, Apple Messages for Business), social networks (like Facebook, Instagram), review sites (like Yelp, Trustpilot), and brand-owned channels (like web chat, email, SMS, and voice). This integration allows businesses to engage customers on any channel they prefer, ensuring a seamless and consistent experience.Self-Service and Agent Support
Khoros Customer Care Cloud intelligently integrates bots, self-service, and agent support in one seamless solution. This integration allows for the automation of up to 80% of interactions, reducing costs and optimizing service through a self-learning loop. Agents are supercharged with AI-driven guides and quick responses, enhancing their ability to handle complex inquiries efficiently.Customization and Scalability
The platform offers customization options through its drag-and-drop bot builder and pre-built integration UIs. This makes it easy for businesses to build, manage, and optimize bots for custom automation experiences. Khoros also supports enterprise-scale workflows, handling high volumes of customer interactions and ensuring deployment complexity, brand protection, and security needs are met.Community and Knowledge Base Management
Khoros helps brands manage owned communities, forums, and knowledge bases. This ensures that customers can find answers to common questions and engage with the brand and other customers, fostering a sense of community and reducing the need for direct support inquiries. By integrating these features, Khoros provides a comprehensive AI-driven customer service solution that enhances efficiency, reduces costs, and improves customer satisfaction across all engagement channels. Khoros - Performance and Accuracy
Evaluating Khoros in AI-Driven Customer Service Tools
Performance
Khoros’s Customer Care Cloud, powered by generative AI, is designed to address a significant portion of customer inquiries without human intervention. Here are some performance highlights:Automated Resolution
The platform claims to resolve up to 80% of customer problems without the need for a live agent, leveraging a virtual agent or “digital concierge” that draws from company knowledge sources.Efficiency and Cost Savings
By automating a large portion of customer interactions, businesses can significantly reduce contact center costs. For example, Swisscom managed to halve their agent workloads using Khoros’s software.Omnichannel Support
Khoros provides 24/7 support across multiple channels, including email, chat, social media, and phone, ensuring consistent and seamless support regardless of the customer’s preferred communication method.Agent Efficiency
The platform includes features like suggested responses and AI-powered tagging and routing, which help agents manage conversations more efficiently and reduce first response and resolution times.Accuracy
Accuracy is a critical component of Khoros’s AI-driven customer service tools:Knowledge Management
To ensure accuracy, Khoros emphasizes the importance of a rigorous knowledge management strategy. The digital concierge must be fed accurate, up-to-date information to avoid providing misleading responses.Self-Learning System
The platform uses a self-learning system that extracts data from every customer interaction, both from live and virtual agents, to generate new insights and support articles. However, a human-in-the-loop is necessary to ensure the quality of these auto-generated knowledge articles.Contextual Understanding
Khoros’s Natural Language Processing (NLP) engine enables precise, intent-based classification, which helps in accurate tagging and routing of customer inquiries. This ensures that agents enter conversations with greater context.Limitations and Areas for Improvement
While Khoros’s platform shows promising performance and accuracy, there are some limitations and areas to consider:Human Oversight
Despite the high automation rate, human oversight is still necessary to ensure the quality of auto-generated content and to handle complex or sensitive issues that require a live agent.Potential Misinformation
There is a risk of the bot providing misleading information if the knowledge base is not accurately maintained. This has led to negative outcomes in other cases, such as the Air Canada lawsuit.Industry Warnings
Gartner and other industry analysts have warned against using AI to replace human agents entirely, highlighting the need for a balanced approach that combines AI with human intervention.Customization and Integration
For optimal performance, the AI solution must integrate smoothly with existing customer service platforms and CRM systems. Customization options are also crucial to meet specific business needs. In summary, Khoros’s AI-driven customer service tools demonstrate strong performance in automating customer interactions and enhancing agent efficiency. However, maintaining accuracy requires careful management of knowledge sources and human oversight to ensure high-quality interactions. Khoros - Pricing and Plans
The Pricing Structure of Khoros
The pricing structure of Khoros, particularly in the context of customer service and engagement tools, is customized and varies based on the specific needs of large enterprises. Here are the key points regarding their pricing and plans:
Customized Pricing
Khoros does not offer a one-size-fits-all pricing model. Instead, their pricing plans are customized to meet the unique requirements of each organization.
Plan Components
Khoros solutions are categorized into several main areas:
- Marketing: Focuses on social media marketing and engagement.
- Care: Concentrates on customer service and engagement on social media.
- Communities: Aims at building and managing branded communities.
Features and Integration
Each plan includes advanced features such as:
- Integration with major social networks and other digital channels, including messaging apps and forums.
- API access for custom integrations with other tools and systems.
- Advanced analytics and customer experience management.
- Support for numerous social media channels.
- Dedicated account management and 24/7 support for critical issues.
Cost
The costs for Khoros software can be significant:
- The average annual cost is around $165,000.
- The maximum price can reach up to $620,000, depending on the organization’s needs and the scope of the contract.
No Free Options
Unlike some other social media management tools, Khoros does not offer a free plan. Potential users must contact Khoros directly to get a quote based on their specific requirements.
Contract and Payment
Pricing is based on contract duration, and payments can be made upfront or in installments according to the contract terms with the vendor.
Given the customized nature of Khoros’s pricing, it is essential for interested organizations to contact Khoros directly to obtain a detailed quote that aligns with their specific needs.
Khoros - Integration and Compatibility
Khoros Overview
Khoros, a comprehensive digital customer engagement platform, is designed to integrate seamlessly with a wide range of tools and platforms, ensuring a cohesive and efficient customer service experience.
Channel Integration
Khoros connects to numerous social, digital, review, and community channels, allowing service and marketing teams to engage with customers across their preferred platforms. This includes integration with social media platforms like Facebook, Twitter, TikTok, and YouTube, as well as review sites such as Yelp, Google My Business, and TrustPilot. Additionally, Khoros supports messaging services like WhatsApp Business, Apple Messages, and SMS, enabling proactive sales and service messages, call deflection, and automation with bots.
API and Technical Integration
Khoros is built on an API-first platform with a powerful GraphQL layer, which provides the flexibility to connect to virtually any other application. This allows for seamless integration with existing systems and tools, making it easier to manage and optimize customer interactions. The platform supports various authentication methods, including SAML, OAuth2, and OIDC, ensuring a smooth login experience for community members using their existing credentials.
Omnichannel Support
Khoros facilitates 24/7 omnichannel support by integrating AI across multiple service channels such as email, chat, social media, and phone. This ensures that customers can receive consistent and seamless support regardless of their preferred communication method. The platform maintains context and continuity across interactions, allowing customers to start an inquiry on one channel and continue it on another without repeating information.
Community and Forum Integration
Khoros Brand Communities can unify disparate blogs, knowledge bases, and forums into a single community solution. This integration enables the creation of a centralized community experience where users can engage in their preferred language, as the platform supports multiple languages. The community can also be optimized for mobile devices with a mobile-responsive web design.
Customization and Low-Code/No-Code Tools
Khoros offers low-code/no-code tools that allow business users to build, edit, and manage their community experience without extensive technical knowledge. The platform includes a drag-and-drop page builder and theming tools, making it accessible for users to customize their community settings.
Event Subscriptions and Component Integration
For more specific integrations, such as with platforms like Influitive, Khoros allows for the setup of event subscriptions and the integration of custom components. This involves creating a Khoros App, configuring OAuth settings, and enabling event subscriptions to capture and process events effectively. Components like the Challenge Carousel and Recruitment Component can be integrated to enhance community engagement.
Conclusion
In summary, Khoros is highly compatible across various platforms and devices, offering extensive integration capabilities through APIs, omnichannel support, and customizable tools. This ensures that businesses can provide a seamless and cohesive customer service experience, meeting customers where they are and engaging with them in their preferred channels.
Khoros - Customer Support and Resources
Omnichannel Support
Khoros provides an all-in-one digital contact center that integrates multiple customer service channels, including live chat, video chat, social media, and more. This omnichannel approach ensures customers can receive support through their preferred method, with agents having access to all necessary information in a single, intuitive interface.
AI-Powered Self-Service
The Khoros Customer Care Cloud leverages generative AI to automate self-service capabilities. This platform combines bots, self-service knowledge, and agent support to create a seamless conversational customer experience. It aims to resolve up to 80% of customer problems without the need for human agents, significantly reducing contact center costs and enhancing the overall customer experience.
Conversational AI and Chatbots
Khoros’ chatbot platform uses natural language understanding (NLU) to determine customer intents and respond to common inquiries. These chatbots can automate entire conversations or enter mid-conversation to handle time-consuming processes, freeing human agents to focus on more complex issues. The platform allows non-technical users to build and manage chatbots using a drag-and-drop interface, and it integrates with a wide variety of messaging channels, including chat, social media, mobile messaging, and voice assistants.
Automation and Integration
Customer support automation is a key feature, where intelligent systems handle routine inquiries, execute repetitive tasks, and streamline the support process. This includes automated ticketing, intelligent routing to connect customers with the most suitable agents, and predictive analytics to anticipate future customer inquiries. Khoros integrates with various systems such as databases, CRM systems, and help desks to break down data silos and ensure a cohesive support experience.
Analytics and Insights
Khoros provides unified analytics to give service managers the insights they need to optimize their support operations. This includes data on customer interactions, issue resolution rates, and customer satisfaction levels, helping businesses make informed decisions to improve their customer service.
Service Tiers and Support
For companies of varying sizes and expertise, Khoros offers different service tiers: self-service, supported service, and fully managed service. This flexibility ensures that businesses can implement and optimize their chatbots and other AI-driven tools according to their specific needs and resources.
Case Studies and Resources
Khoros also provides case studies and related resources that highlight the successes of other companies using their tools. For example, Jawwy and Midco have seen significant improvements in customer satisfaction and cost savings by implementing Khoros’ solutions.
By combining these features, Khoros aims to deliver efficient, personalized, and satisfying customer service experiences across all digital and social channels.
Khoros - Pros and Cons
Advantages
Unified Inbox and Omnichannel Support
Khoros offers a unified inbox feature that collects customer messages from multiple digital platforms into one interface, allowing for faster and more efficient responses. This omnichannel support ensures customers can reach out through their preferred communication method, whether it’s email, chat, social media, or phone, and maintain context across interactions.Automation and AI Integration
Khoros integrates AI effectively, enabling the automation of repetitive tasks and the use of AI-powered bots to manage high volumes of customer interactions. This includes features like automated routing and prioritization of inquiries based on sentiment, intent, and context, which can significantly reduce the workload on human agents.Enhanced Productivity and Efficiency
The platform streamlines workflows by highlighting important engagement opportunities and deprioritizing irrelevant items. This helps teams quickly respond to critical conversations, saving time and improving overall productivity. Features like the Agent View prevent duplicate actions, ensuring queues are cleared more efficiently.Comprehensive Analytics
Khoros provides powerful analytics tools that allow you to track key metrics such as customer satisfaction, response times, and resolution rates. This helps in assessing the performance of your customer service efforts and making data-driven decisions to improve strategies.Customizable Workflows and Collaboration
The platform allows for customizable workflows and the assignment of roles and permissions to team members. This ensures that every team member has the appropriate access to features, enabling seamless collaboration on customer conversations and the ability to loop in experts when necessary.Community Building and Moderation
Khoros enables you to build and manage your own online community, fostering direct engagement with customers through discussion forums, blogs, and Q&A platforms. It also offers tools for moderating the community effectively, maintaining a positive and safe environment for interaction.Disadvantages
Learning Curve
While Khoros offers a wide range of features, it can be overwhelming for new users. Setting up and fully utilizing the platform may require some time and training, especially for those not familiar with AI-driven customer service tools.Cost
Implementing and maintaining a comprehensive AI-driven customer service platform like Khoros can be costly. The investment in the software, training, and potential customization may be a barrier for smaller businesses or those with limited budgets.Dependence on Technology
The heavy reliance on AI and automation means that technical issues or downtime can significantly impact customer service operations. Ensuring reliable infrastructure and support is crucial to avoid disruptions.Customization Limitations
While Khoros offers customizable workflows and automation, there might be limitations to how much you can tailor the system to your specific needs. Some businesses may find that certain features do not perfectly align with their unique requirements. In summary, Khoros is a powerful tool for managing customer service, especially with its strong AI integration and omnichannel support. However, it may present a learning curve, cost considerations, and potential technical dependencies that need to be carefully managed. Khoros - Comparison with Competitors
When comparing Khoros to other AI-driven customer service tools, several unique features and potential alternatives stand out.
Unique Features of Khoros
- Omnichannel Support: Khoros allows businesses to build a single, omnichannel chatbot that integrates with a wide variety of messaging channels, including chat, social media, mobile messaging, and voice assistants. This ensures a seamless customer experience across different platforms.
- Automation and Agent Enhancement: Khoros uses natural language understanding (NLU) to determine customer intents and respond to common inquiries, freeing human agents to focus on more complex tasks. It also contains full and partial conversations, saving agent time and adding efficiency to brand operations.
- Scalability: Khoros is highly scalable and built for enterprises, offering a full customer engagement platform that includes social media marketing, digital customer service, and online communities. This makes it a comprehensive solution for large-scale customer interactions.
- Generative AI Integration: Khoros has recently unveiled a generative AI-powered platform that unites bots, self-service knowledge, and agent support into one conversational customer experience. This platform aims to improve issue resolution rates and reduce contact center costs by leveraging real-world conversation data and an omnichannel engagement framework.
Potential Alternatives
Yellow.ai
- Omnichannel AI Support: Like Khoros, Yellow.ai offers omnichannel support, engaging customers across text and voice interactions on various platforms such as WhatsApp, Facebook Messenger, and email. It also includes advanced sentiment analysis and supports over 135 languages.
- Key Difference: Yellow.ai is particularly strong in voice interactions and multilingual support, making it a good alternative for businesses with international customers or those needing extensive voice support.
Sprinklr AI
- All-in-One Platform: Sprinklr AI provides an all-in-one customer support platform that manages large-scale customer interactions across multiple channels, including social media, live chat, and email. It offers AI-driven sentiment analysis, automated ticket routing, and deep insights into customer behavior.
- Key Difference: Sprinklr AI is more focused on providing a centralized hub for managing customer interactions across a wide range of channels, which might be appealing to businesses looking for a unified platform but may not offer the same level of scalability as Khoros.
Zendesk AI
- Ticket Automation and Management: Zendesk AI is known for its strong automation capabilities, using machine learning to analyze support tickets, automate responses, and optimize ticket routing. It also offers self-service capabilities through automated knowledge base recommendations and chatbots.
- Key Difference: Zendesk AI is highly scalable and integrates well with various channels like email, live chat, and social media, but it may not offer the same breadth of features in social media marketing and online communities as Khoros.
Tidio
- AI Chatbot and Live Chat Integration: Tidio is a more streamlined solution, combining AI chatbots with live chat support. It integrates seamlessly with websites, eCommerce platforms, and social media, making it a good choice for small to medium-sized eCommerce businesses.
- Key Difference: Tidio is more suited for smaller businesses or those with simpler customer service needs, as it lacks the extensive scalability and feature set of Khoros.
Conclusion
Khoros stands out with its comprehensive omnichannel support, scalability, and recent integration of generative AI. However, depending on specific business needs, alternatives like Yellow.ai for multilingual and voice support, Sprinklr AI for a centralized customer interaction hub, Zendesk AI for strong ticket automation, or Tidio for smaller-scale eCommerce operations might be more suitable. Each of these alternatives offers unique features that can cater to different business requirements and scales.
Khoros - Frequently Asked Questions
Frequently Asked Questions About Khoros
What is Khoros and what does it offer in customer service?
Khoros is a leading provider of digital customer engagement software. It offers a range of tools and solutions to enhance customer service, including AI-powered chatbots, self-service knowledge bases, and omnichannel support. These tools help businesses streamline customer interactions, provide 24/7 support, and improve overall customer satisfaction.How does Khoros use AI in customer service?
Khoros leverages AI technologies such as natural language processing (NLP), machine learning algorithms, and generative AI to enhance customer interactions. This includes using chatbots to handle routine inquiries, providing personalized customer service, and analyzing customer data to predict needs. AI also assists customer service agents by suggesting responses and identifying customer intent.What are the benefits of using AI-powered chatbots in Khoros?
AI-powered chatbots in Khoros allow businesses to handle a range of tasks autonomously, such as greeting visitors, answering frequently asked questions, and managing more complex queries. These chatbots can integrate with various channels like websites, mobile apps, and social media, providing consistent and immediate responses. This helps in managing high volumes of inquiries efficiently and ensures customers receive timely and relevant assistance.How does Khoros support omnichannel customer service?
Khoros enables businesses to offer 24/7 omnichannel support 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. The system maintains context and continuity across interactions, allowing customers to start an inquiry on one channel and continue it on another without repeating information.What is the Khoros Customer Care Cloud and how does it work?
The Khoros Customer Care Cloud is a next-generation platform that combines generative AI, self-service knowledge, and agent support into one seamless conversational customer experience. It aims to resolve up to 80% of customer problems without agent involvement, using AI to automate interactions and provide quick, accurate responses. This platform integrates bots, self-service, and agent support, continuously learning and adapting to improve the support experience.How does Khoros help in measuring and optimizing customer service strategies?
Khoros Service provides unified analytics and robust features to track, measure, and optimize customer service strategies. It offers real-time performance metrics and in-depth customer feedback analysis, helping businesses identify areas for improvement and drive meaningful business outcomes. This ensures that customer service tactics remain relevant and effective over time.Can Khoros integrate with existing tech stacks?
Yes, Khoros solutions are designed to seamlessly integrate with existing technology stacks. This includes integration with various digital channels such as chat, messaging, text, social media, email, and online communities. The platform provides customization options and can be easily adapted to fit the specific needs of a business.How does Khoros support agent efficiency and productivity?
Khoros tools supercharge customer service agents by providing AI-driven guides and quick responses. Agent-facing chatbots assist representatives by suggesting responses based on previous interactions and identifying customer intent. This helps agents manage high volumes of inquiries more efficiently and focus on more complex tasks.What kind of data insights does Khoros provide?
Khoros offers unified analytics that provide instant customer insights. The platform can analyze customer data to predict needs, understand customer sentiment, and prioritize inquiries based on intent and context. This helps businesses make informed decisions and improve their customer service strategies.How can businesses implement AI in customer service using Khoros?
To implement AI in customer service using Khoros, businesses can utilize the comprehensive AI solutions provided by the platform. This includes building and managing custom chatbots, using NLP for automated routing and prioritization of inquiries, and integrating AI with existing systems. Khoros also offers customization options and seamless integration with various channels.What are the potential cost savings of using Khoros for customer service?
Using Khoros for customer service can lead to significant cost savings. By automating up to 80% of customer interactions, businesses can reduce the need for agent involvement, which is much more costly. This can help companies save millions in contact center costs annually. Khoros - Conclusion and Recommendation
Final Assessment of Khoros in the Customer Service Tools AI-Driven Product Category
Khoros stands out as a comprehensive and innovative customer engagement platform, particularly in the AI-driven customer service tools category. Here’s a detailed assessment of who would benefit most from using Khoros and an overall recommendation.Target Audience
Khoros is ideally suited for medium to large enterprises across various industries, including retail, technology, healthcare, and more.Primary Users
- The primary users are marketing and customer service professionals who are responsible for managing and optimizing customer interactions.
- Tech-savvy businesses looking to leverage advanced technology to improve their customer engagement strategies will also find Khoros highly beneficial.
Key Features and Benefits
- Integrated Platform: Khoros offers a unified platform that integrates various communication channels such as social media, messaging, and online communities. This integration allows businesses to streamline their customer engagement efforts and gain a holistic view of their customers.
- AI-Powered Insights: Khoros leverages artificial intelligence, including natural language understanding (NLU) and generative AI, to provide valuable insights into customer behavior and preferences. This enables businesses to make data-driven decisions and personalize their interactions with customers.
- Automation and Efficiency: The platform automates conversations, resolves entire or partial conversations, and helps agents focus on more complex tasks. This automation saves agent time and adds capacity and efficiency to brand operations.
- Community Building: Khoros enables businesses to build and nurture online communities where customers can connect with each other and with the brand, fostering customer loyalty and advocacy.
- Scalability and Customization: The platform is highly scalable and customizable, allowing businesses of all sizes to effectively manage their customer engagement strategies. It offers different service tiers to fit various levels of expertise and resources.
Competitive Advantages
- Unified Command Center: Khoros provides a single command center to build automations, deploy them seamlessly across every channel, and measure efficiency and optimize customer experience.
- Cross-Functional Insights: The platform delivers more efficient self-service journeys, more precise social campaigns, and more cross-functional insights, all powered by the brand’s voice and knowledge.
- Generative AI: The recent introduction of a generative AI-powered platform further enhances self-service customer care by uniting bots, self-service knowledge, and agent support into one conversational customer experience.
Recommendation
Khoros is highly recommended for businesses seeking to enhance their customer engagement strategies through advanced AI-driven tools. Here are some key reasons:- Enhanced Customer Experience: Khoros helps businesses create a seamless and personalized experience for their customers across multiple channels.
- Efficiency and Cost Savings: By automating conversations and resolving issues quickly, Khoros can significantly reduce support costs and improve agent efficiency.
- Data-Driven Insights: The platform provides valuable AI-powered insights that help businesses understand their customers better and make informed decisions.
- Scalability and Customization: Whether you are a small startup or a large enterprise, Khoros can adapt to your needs and scale with your growth.