Overview of Khoros
Khoros is a comprehensive platform designed to enhance customer engagement, community management, and customer service for enterprises. Here’s a detailed look at what Khoros does and its key features.
Purpose and Benefits
Khoros is tailored to help businesses build and manage robust online communities, deliver exceptional customer service, and streamline social media management. The platform is designed to reduce operational costs, enhance efficiency, and provide a seamless customer experience across various digital channels.
Key Solutions
Khoros Communities
- Community Management: Khoros allows enterprises to build and scale online communities quickly and efficiently. It offers expert-created templates and a drag-and-drop interface for customizing page layouts, navigation, and brand themes without the need for custom code.
- Content Management: The platform enables the production of high-quality community content, including visual posts, articles, and other types of content. It also features tools for tagging, reviewing, editing, and scheduling content.
- Community Moderation: Khoros includes advanced moderation tools, allowing community managers to review and manage posts and conversations efficiently. AI-powered moderation helps filter, tag, prioritize, route, and remove offensive content.
- Community Interaction: The platform supports various interaction styles such as blogs, discussion forums, Q&A, feedback and ideas, private messages, and more to foster two-way dialogue with community members.
- Community Automation and Gamification: Automation features help moderators work more efficiently, while gamification tools motivate member participation through scoring, leaderboards, and spotlighting champions.
Khoros Service
- AI-Powered Customer Service: Khoros Service is an AI-driven solution that enhances automation and provides agents with a unified platform to resolve cross-channel inquiries. It integrates advanced gen-AI knowledge for faster automation and improved customer journey flows.
- Unified Platform: The service allows agents to manage customer inquiries across multiple channels, including messaging apps (e.g., WhatsApp, Apple Messages for Business), social networks (e.g., Facebook, LinkedIn), and more. This unified approach streamlines customer service operations and reduces costs.
- Effortless Integration: Khoros Service features effortless integration of knowledge sources, enabling Gen-AI to deliver prompt and accurate responses. It also includes tools for testing and refining chatbot flows and importing knowledge from various sources.
Khoros Social Media Management
- Cross-Channel Management: Khoros offers purpose-built software to manage global social media accounts, campaigns, and teams in one place. This allows teams to execute cross-channel campaigns more efficiently and without the complexity associated with managing multiple platforms separately.
Key Features and Functionality
Efficiency and Automation
- Drag-and-Drop Design: Community managers can customize community layouts and designs without IT involvement, using preconfigured templates and a user-friendly interface.
- AI-Powered Moderation: Automation tools help in moderating community content, filtering out offensive material, and prioritizing posts based on intent and sentiment.
Cost Reduction and ROI
- Reduced Total Cost of Ownership: Khoros Communities and Service solutions are designed to reduce the total cost of ownership by minimizing the need for expensive implementation services, paid development resources, and ongoing maintenance.
- Significant ROI: Customers using Khoros solutions have reported an average ROI of 403% over three years and payback within three months.
Analytics and Performance Tracking
- Community Analytics: The platform provides dashboards, reports, and benchmark data to track community health, engagement, visits, and usage. This helps in maintaining a healthy and engaged community.
Customer Engagement
- Omni-Channel Support: Khoros ensures that customers can engage with brands seamlessly across all digital channels, including social media, messaging apps, and community forums.
- Self-Service and Knowledge Access: Customers can self-serve, access knowledge, and get tips from peers and the brand, reducing the need for expensive support calls.
In summary, Khoros is a powerful platform that helps enterprises build robust communities, deliver exceptional customer service, and manage social media strategies efficiently. Its AI-powered automation, intuitive design tools, and comprehensive analytics make it a valuable solution for enhancing customer engagement and reducing operational costs.