Introduction to Khoros
Khoros is a comprehensive digital customer engagement platform designed to help enterprises manage and enhance their customer interactions across multiple channels. The platform integrates advanced technologies such as generative AI, automation, and robust data analytics to create seamless and efficient customer experiences.
Key Solutions
Khoros Service
Khoros Service is tailored to improve customer service operations by providing excellent automation and digital service capabilities. This solution enables enterprises to:
- Build more automation, reducing the need for manual training of intents and customer journey flows through its Helix integration.
- Equip agents with a single platform to resolve cross-channel inquiries, including messaging apps like WhatsApp, Apple Messages for Business, and social networks like Facebook and LinkedIn.
- Utilize AI-powered chatbots with advanced features such as pre-built widgets for performance tracking and enhanced agent accessibility.
Khoros Communities
Khoros Communities is an enterprise-class online community platform that helps businesses:
- Reduce service costs, boost customer lifetime value, and drive revenue growth.
- Build and scale communities quickly using pre-built templates and drag-and-drop design tools.
- Manage communities efficiently with AI-enhanced moderation, workflow automation, and leading customer engagement features like gamification and analytics.
Khoros Social Media Management
This solution simplifies social media strategy management by:
- Bringing global social media accounts, campaigns, and teams into one place, enabling the execution of cross-channel campaigns efficiently.
- Providing tools to manage and engage with customers across various social media platforms, ensuring consistent brand messaging and customer interaction.
Key Features and Functionality
AI and Automation
Khoros leverages generative AI to enhance automation, allowing for faster and more accurate customer service. This includes features like automated chatbots, advanced routing, classification, and alerts, which streamline customer interactions and reduce the workload on agents.
Cross-Channel Engagement
The platform supports engagement across multiple digital channels, including social media, messaging apps, email, SMS, and branded communities. This ensures that customers can interact with brands in their preferred channel, enhancing customer satisfaction and reducing support costs.
Data Analytics and Insights
Khoros provides comprehensive analytics and insights across all customer interactions, helping businesses track performance, understand customer behavior, and identify areas for improvement. The robust analytics dashboard offers detailed metrics on community performance, user behavior, and engagement.
Scalability and Performance
The platform is designed to scale with business growth, ensuring high performance and fast load times even with increasing user demands. Khoros Aurora, a newer iteration, offers enhanced backend architecture, customizable user interfaces, and advanced engagement tools like live chat and discussion forums.
Customization and Integration
Businesses can customize Khoros to meet their specific needs through features like customizable user interfaces, integration with various third-party tools, and the ability to adapt functionalities as the business grows.
Benefits
- Improved Customer Experience: Khoros creates a seamless, 24×7, omni-channel service experience, enhancing customer satisfaction and loyalty.
- Cost Efficiency: The platform helps reduce service costs by avoiding unnecessary contacts and improving operational efficiency.
- Scalability: It grows with the business, ensuring that the platform remains effective even as user demands increase.
- Advanced Analytics: Provides valuable insights into customer behavior and engagement metrics, helping businesses make informed decisions.
In summary, Khoros is a powerful digital customer engagement platform that combines AI, automation, and robust analytics to deliver exceptional customer experiences, improve operational efficiency, and drive business growth.