Overview
What is Khoros Service?
Khoros Service offers omnichannel engagement on publicly available channels like social, digital, chat, and voice, as well as owned online communities like Khoros Communities. The solution offers 1-to-1 and 1-to-many engagement with customers and consumers, bringing together automation through bots…
Why we love Khoros
Looking for affordable, efficient, and user friendly software? Try Khoros Care now!
Khoros Care- They do care
Good in theory, rough in practice
Promising tool, needs to find its footing among the heavyweights
Great customer management tool
A tool that helps you to listen your customers from any channel, anywhere, anytime
NaBehind the screens : Khoros Cares
Business Success using Customer Engagement Software: Khoros Care
Great omni channel social media integration platform
Khoros for communities
Khoros Care is a great tool for SMMs
Khoros - Chat and SMS
Khoros Care: Elevating Customer Engagement Beyond Expectations!
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Reviewer Pros & Cons
Pricing
What is Khoros Service?
Khoros Service offers omnichannel engagement on publicly available channels like social, digital, chat, and voice, as well as owned online communities like Khoros Communities. The solution offers 1-to-1 and 1-to-many engagement with customers and consumers, bringing together automation through…
Entry-level set up fee?
- Setup fee optional
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Demos
Khoros Service Product Tour | Khoros
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Khoros Service?
Khoros Service offers omnichannel engagement on publicly available channels like social, digital, chat, and voice, as well as owned online communities like Khoros Communities. The solution offers 1-to-1 and 1-to-many engagement with customers and consumers, bringing together automation through bots and human agents.
Customer inquiries and support-related conversations can be routed and prioritized based on a variety of parameters, and the robust agent desktop solution allows agents to efficiently manage conversations, both in real-time and asynchronously. The Agent Assist feature offers in-the-moment content and responses to help agents respond faster and with better results. The bot and automation builder tool allows conversations to be automated using AI and automated workflows. Users can build customized dashboards with built-in analytics, surfacing KPIs that are most meaningful to them.
Key benefits include:
Improves customer experiences while driving agent efficiency
Engages customers in their channel of choice–SMS, messaging, social, chat, in-app, email, voice–providing complete omnichannel coverage. Khoros simplifies agent workflow with a single desktop, unified customer profiles, and AI-powered support, while automated analysis of sentiment and customizable dashboards help optimize team performance and customer satisfaction.
Increases efficiencies through automation
Centralizes automated experiences across systems, applications, and channels in one platform to streamline customer interactions. By harnessing Natural Language Processing (NLP), it can reduce call volume with conversational bots across multiple channels, while IVR redirection and AI orchestration ensure efficient customer service.
Accelerates resolution to delight customers
Creates a hub for customers to connect with experts, learn, and get answers to their questions at any time, in any region. Users can deflect up to 80% of calls and customer inquiries, potentially saving brands millions in annual support costs.
Khoros Service Features
- Supported: Seamlessly transitions from public to private messaging channels
- Supported: Configurable proactive web chat rules for welcome messages and chat visibility
- Supported: Machine learning to automatically filter for sentiment, actionability, and consumer intent
- Supported: Keeps agents focused with a single, prioritized chat queue with AI-powered responses, knowledge, and step-by-step guides
- Supported: Equips agents with holistic customer profiles, conversation history, & CRM data
Khoros Service Screenshots
Khoros Service Integrations
Khoros Service Competitors
Khoros Service Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | Apple iOS, Android, Windows Phone, Blackberry, Mobile Web |
Supported Countries | Global |
Supported Languages | Detection and ingestion for engagements in over 100 languages, and native UI display for users in 31 languages. |
Security |
Khoros Service Downloadables
- Solution overview: Khoros Enterprise Ready AI
- Solution Overview: Khoros Customer Care Cloud
- Solution comparison: Messaging vs. Chat
- Customer Story: AAA standardizes customer experience across its distributed business
- Customer Story: Bell Canada cuts support costs and delights with a “digital-first” customer service strategy
- Customer Story: Three Ireland helps customers overcome evolving challenges
- Customer Story: Vodaphone unifies digital customer service to efficiently resolve customer issues
Frequently Asked Questions
Khoros Service Customer Size Distribution
Consumers | 0% |
---|---|
Small Businesses (1-50 employees) | 0% |
Mid-Size Companies (51-500 employees) | 10% |
Enterprises (more than 500 employees) | 90% |
Comparisons
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Reviews and Ratings
(224)Attribute Ratings
- 7.6Likelihood to Renew77 ratings
- 9Availability2 ratings
- 9Performance2 ratings
- 6.4Usability8 ratings
- 8.2Support Rating10 ratings
- 7.3Online Training1 rating
- 9In-Person Training2 ratings
- 7.3Implementation Rating69 ratings
- 8Product Scalability75 ratings
- 6.4Ease of integration1 rating
- 8.6Social Data Collection3 ratings
- 8.2Social Analytics & Insight2 ratings
- 7.3Social Publishing3 ratings
- 9.1Social Engagement3 ratings
Reviews
(1-25 of 95)Khoros Care cares about you
- Customer Support
- Communication
- User interface
- Response times
- Aesthetics
- User interface
Why we love Khoros
- Effectively handle comments on social media
- Address the concerns of our members in an effective manner
- This is how we keep an eye on interactions and run our social media accounts.
- This is how we keep an eye on interactions and run our social media accounts.
- Effectively handle comments on social media
- Respond to our members concern in efficient way
- Manage social media comments efficiently
- Pull up data
- User interface, as a first time user, Khoros Care is kind of confusing at first.
- UI design can be improve
- User experiencing laggyness when their a multiple opened messages
Khoros Care- They do care
- Unified Customer Engagement
- Automated Ticketing and Routing
- Customer Satisfaction Measurement
- Workflow Automation
- AI and Machine Learning Capabilities- While Khoros Care supports automation, users might seek more advanced AI and machine learning features for tasks such as sentiment analysis or predictive analytics.
- Mobile Accessibility- Users might find limitations in the mobile accessibility of Khoros Care, affecting their ability to manage customer interactions on the go.
- Customization and Personalization- Users may want more extensive customization options for customer interactions, responses, and workflows.
Well suited- financial institutions face a high volume of customer inquiries related to account management, transactions, and security concerns. Khoros Care's security features, automation capabilities, and integration with banking systems make it suitable for managing customer interactions in the financial services sector.
Good in theory, rough in practice
- Tagging system - it's possible to add a wide variety of labels and categories
- Search feature - being able to find users by conversation number, username, or keywords makes it easier to navigate old conversations
- Easy system for assigning conversations to other users
- When you claim a conversation, it gets removed from the queue. This is much more visually explicit than Khoros Marketing's queue, for example, where all content remains visible in the queue and a bookmark gets moved around to distinguish the point where other users left off
- Bulk action - it's only possible to apply bulk actions in the "manage" section, it is not available under "agent." In the "manage" section, you still must assign tags to bulk action and then re-select all of the messages to close them, making the process twice as long as it needs to be
- Translation and language - translating messages doesn't always work. For the past three weeks all translations have failed, and it's intermittently stopped working in the past few months. Some much less common languages are not included on the system's language list, making any messages sent in those languages unavailable for translation. Similarly, the system will occasionally fail to recognize a language the user is speaking, but you can easily fix this by adding the language yourself. All of these issues are somewhat annoying, but can be avoided by using an external translation source
- Hit boxes - when adding tags/labels, you must click on the text, even though the entire row (including surrounding white space) is highlighted
- There is no section for "recently used," "common," or "favorite" tags like there is in other content management systems (e.g., Khoros Marketing, Sprinklr, etc.)
- Bulk actions do not work on a conversation where a user has, for example, sent the same message three times in a row - it would only label the last message. Also, because there is a lack of a "recently used tags" section, you need to retype each tag under each message separately, making the system much less efficient than it could be
- The content center (used for selecting pre-approved responses to send to users) does not always load. The widget goes missing or the content center pop-up box will disappear while attempting to load
- Conversations are automatically unassigned when a user signs out of the system, which can be a good and bad thing. It's mostly been a bad thing for our team. Anything assigned to another user for review will be sent back to the queue unless there is an attached response approval request
Great customer management tool
- Great way to reach out to customers via social media
- helps in productivity with providing real-tome resolution to the customers
- chat bot is also great to manage the chats
- Helps in maintaining great customer satisfcation
- Customizable report templates
- sometimes difficult to navigate for specialized functions
- Pricing
- Multiple Social Media Chat Integration
- Open APIs for extended use cases
- Auto tagging of new tickets
- Its hard to learn for beginners. How to start with?
- Hard to make customisation without technical help
- Pricing
NaBehind the screens : Khoros Cares
Social Media Management : Monitor and respond customer queries and comments on social media platforms.
Online Communities : Community engagement by address user customer questions and discussed in dedicated online forums.
Customer Management : Gather and analyze customer feedback to improve products and services.
- Social Media Management
- Online Communities
- Customer Feedback
- Training Programs
- Integrations Strategy
- User Feedback Loop
- Performance Metrics
Large enterprise : robust feature and scalability with extensive customer needs
Socially active brand : Companies that heavily engaged in social media
Multi channel support : Organization that looking to provide support across diverse digital channels.
Less appropriate :
Small business with limited resources : This can platforms can be pricey and complexity may be less feasible for smaller business or organization with modest customer needs
Companies with minimal social media : If business or companies doesn't have active presence on social media
Business Success using Customer Engagement Software: Khoros Care
- Messaging
- Bot (Testing Phase)
- Dashboard with filters
- Freshchat, Slack, Teams Integration
Great omni channel social media integration platform
- web chat
- Messaging
- omni-channel
- customer support
- Integration
Khoros for communities
- Comunity management
- Fast customer support
- Data analysis and reports
- Still some bugs when showing pictures
- Clearer rules for blocking and reporting problematic content
- Lists are not available yet
Khoros Care is a great tool for SMMs
- Social media listening and analysis
- Timely reporting on content performance
- Engagement suggestions
- More focus on strategy and suggesting new content to SMMs
- Ability to create lists and listening around influencers
- Competitive dashboards with more in-depth information (SOV)
Khoros - Chat and SMS
- Chat feature
- Agent Dashboard
- Supervisor features
- Default reporting
- Integrations with other vendors needs to be easier
- Better documentation for administrators
Khoros Care: Elevating Customer Engagement Beyond Expectations!
- Unified Multichannel Management
- Advanced Analytics and Insights
- Scalability and Customization
- Enhanced Natural Language Processing (NLP) Capabilities
- Intuitive and Flexible Reporting Interface
- Advanced Automation and Workflow Management
Khoros Care is recommended
- Great UI
- Various options
- Extensive analytical features
- Sometimes it's buggy
- Conversations can scroll up when you don't want them to
- Pictures sometimes don't show
Perfect system
- Instant messaging.
- Answering queries.
- Meaningful conversations.
- Timer for messaging.
- Support is always responsive.
- Receiving Incoming data is pretty quick.
- Responses are always published quickly.
- The UI needs an overhaul; it feels very dated.
- Ability to edit titles/tags natively in Khoros from linked community threads.
- More editing capabilities, easier organizing of bookmarks/watching, and order tabs.
It allows us to seamlessly reach the consumers, manage replies, and it's fun to use.
- Helps us connect to consumers easily
- Displays posts with full previews of the content
- Keeps interactions orderly
- Search works flawlessly!
- I'd like to see assigned content not flushed unless we manually do it
- With Instagram, I'd like to see the capability to delete responses
When our consumers reply, it's automatically placed in our assigned queue.
You're able to preview the full content of posts without visiting them natively.
Happy User!
- Organization
- Communication
- User ease
- Random errors
- Individual/custom templates per Representative
- GIFs
Useful tool!
- Organises conversation queues
- Allows conversation queues to be ordered by priority
- Easy pick up of conversations
- No thoughts at this time, it is pragmatic and covers anything I can think of us needing
Khoros Care review.
- Easy flow of information
- Quick response times
- Great user & customer experience
- Tagging system could be improved to be able to mass manage better.
- Information could be more condensed in user view to allow for more information on screen.
- Ability to open multiple conversations at the same time.
- Searching filter via only agent or customer, not just both.
Long time Khoros user, happy with the product
- Streamlined functionality
- Increase response time and abilities
- Organizing engagements and data
- Minor UX glitches
- minimize click amount to perform functions
- greater analytics tools and capabilities
Khoros Works!
- Access Customer information easily
- Makes it easy to share gifs and emoijis with Customers
- Allows us to contact mulitple Customers at once
- Khoros could use better Twitter integration as it is difficult to see Tweets with multiple posts.
- A post view counter that shows exactly how many Twitter posts your account has viewed would be helpful, since new limits have been introduced.
- More mobile functionailty
- Multifunctional platform to engage with customers!
- Lowering average response time to customer questions, concerns, and general comments!
- Awesome analytics to gauge proficiency and find opportunities to improve it!
- Bulk option aspects work well but could use improvement for all incoming posts vs only conversations
- Exporting options into excels could be increased vs PDF views
- Some messaging types are not yet supported
- Ease of inbox set up.
- Labeling abilities.
- Integration.
- Better to use support channel
- Clearer heads up within platform when networks are down