Khoros Product Overview
Khoros is a comprehensive digital customer engagement platform designed to help enterprise businesses deliver seamless, efficient, and personalized customer service across multiple channels. Here’s a detailed look at what Khoros does and its key features and functionality.
Core Purpose
Khoros aims to meet the escalating customer expectations for 24×7, omni-channel service by providing a unified platform that integrates various digital channels, advanced automation, and AI-powered tools. This approach enables businesses to enhance customer satisfaction, reduce operational costs, and improve overall customer engagement strategies.
Key Solutions
Khoros Service
This solution focuses on delivering top-tier customer service through AI-powered automation and a unified platform for agents. Key features include:
- Cross-Channel Support: Agents can resolve inquiries seamlessly across multiple channels such as messaging apps (WhatsApp, Apple Messages for Business, Google Business Messages), social networks (Facebook, X, LinkedIn, WeChat), and more.
- Advanced Automation: Utilizes generative AI (Gen-AI) for faster automation, reducing the need for manual training of intents and designing customer journey flows. The ‘Helix’ integration streamlines this process significantly.
- Chatbot Performance Monitoring: Pre-built widgets in Khoros Flow allow for easy monitoring and improvement of chatbot performance, providing key metrics to enhance service operations.
- Knowledge Management: Effortless integration of knowledge sources from various inputs, enabling Gen-AI to deliver prompt and accurate responses.
Khoros Communities
This solution is designed to build and scale enterprise-class online communities. Key features include:
- Expert Design Made Simple: Pre-built templates and drag-and-drop design tools facilitate quick and easy community setup.
- AI-Enhanced Moderation: Workflow automation and AI-enhanced moderation tools reduce routine tasks, allowing more focus on strategy.
- Customer Engagement Features: Interaction styles, gamification features, and impactful analytics fuel continuous interaction and prove ROI.
Khoros Social Media Management
This solution simplifies social media strategy management by bringing global social media accounts, campaigns, and teams into one place. It enables the execution of cross-channel campaigns efficiently without the associated headaches or risks.
Key Features and Functionality
Unified Digital Engagement Platform
Khoros offers a single hub for all digital customer engagement, allowing businesses to connect with customers across various channels such as messaging, chat, social media, email, SMS, and more. This ensures that customers can interact with the brand in their channel of choice.
Advanced AI and Automation
The platform leverages generative AI and world-class automation to create a seamless support experience. Features include advanced routing, classification, alerts, chatbots, and insights to speed up agent workflows and improve customer satisfaction.
Data-Driven Insights
Khoros tracks data across every interaction and every channel, providing a full picture of the customer experience (CX). This comprehensive data helps businesses identify areas for improvement and optimize their customer service strategies.
Enterprise Scale and Security
The platform is built to handle the deployment complexity, high volume usage, brand protection, and security needs of leading global brands. It is backed by an award-winning services team accountable for customer success.
Digital-First Approach
Khoros supports a digital-first approach to demand generation, service, and customer engagement. It covers the entire customer journey from discovery to loyalty and expansion, ensuring that businesses can efficiently serve customers at key moments of truth.
In summary, Khoros is a robust platform that combines AI, automation, and digital engagement tools to deliver exceptional customer experiences. Its unified approach to customer service, community management, and social media engagement makes it an indispensable tool for enterprises aiming to enhance customer satisfaction and operational efficiency.