Purpose and Overview
Khoros is a comprehensive digital customer engagement platform designed to help enterprises manage and enhance their customer interactions across various channels. Khoros provides purpose-built software to integrate global social media accounts, campaigns, and teams into one place, enabling seamless execution of cross-channel strategies. The platform leverages generative AI, automation, and digital engagement tools to create exceptional customer support experiences.
Key Solutions
Khoros Service
This solution focuses on delivering excellent automation and digital service. It empowers enterprises to build more automation and equips agents with a unified platform to resolve cross-channel inquiries efficiently. Key features include:
- AI-powered automation to enhance customer service operations
- Unified platform for managing inquiries across multiple digital channels
- Tools for developing and sustaining a digital-first service strategy
Khoros Communities
This platform is designed for community management, enabling companies to build and scale communities faster with fewer resources. Key features include:
- Community content management: Produce and manage high-quality content quickly
- Community moderation: Advanced tools for reviewing, responding, and managing community interactions
- Community automation: AI-driven automation to filter, tag, prioritize, and route content
- Community design: Customizable templates and drag-and-drop interfaces for designing brand-approved communities
- Community analytics: Dashboards and reports to track community health and engagement
Khoros Social Media Management
This solution simplifies social media marketing by bringing global social media accounts, campaigns, and teams into one place. Key features include:
- Cross-channel campaign execution: Manage and execute social media strategies across all channels
- Governance and compliance tools: Detailed reporting and single sign-on for seamless integration
- Integration with other tools: Partnerships with CRM, social listening, and employee advocacy platforms
Key Features and Functionality
AI and Automation
Khoros heavily integrates AI and automation to enhance customer service and community management. Features include:
- Generative AI for faster automation and accurate responses
- Chatbot capabilities with pre-built widgets and performance metrics
- Automation tools for filtering, tagging, and prioritizing content
Cross-Channel Engagement
The platform supports engagement across multiple channels, including:
- Messaging apps (WhatsApp, Apple Messages for Business, Google Business Messages)
- Social networks (Facebook, X, LinkedIn, WeChat)
- Email, SMS, and reviews
Analytics and Insights
Khoros provides robust analytics and insights to help businesses track and improve their customer engagement strategies. This includes:
- Community analytics: Track visits, usage, and engagement metrics
- Customer experience insights: Detailed conversational analytics to boost satisfaction and reduce costs
Integration and Security
The platform is powered by AWS and integrates with various AWS services like Amazon Connect and Lex. It also integrates with hundreds of other business-critical systems such as CRM and WFM tools, ensuring seamless and secure operations.
User Experience
Khoros aims to deliver effortless digital service and support by providing tools that make it easy for agents to resolve inquiries quickly and efficiently. Features include low-code or no-code configurations for fast deployments and channel expansion.
In summary, Khoros offers a holistic approach to customer engagement, combining AI, automation, and robust tools to manage social media, communities, and customer service operations efficiently and effectively.