Why we love Khoros
My team is able to create better replies by analyzing the user's path from a negative to a good state with the aid of social sentiment …
Overview
What is Khoros Care?
Khoros Care enables brands to serve their customers on their preferred digital channels, reducing costs and increasing customer satisfaction and revenue. It Offers:Web chat & messaging gives customers convenient, efficient channels to engage brands, while giving brands a single consolidated…
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What is Khoros Care?
Khoros Care enables brands to serve their customers on their preferred digital channels, reducing costs and increasing customer satisfaction and revenue. It Offers: Web chat & messaging gives customers convenient, efficient channels to engage brands, while giving brands a…
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Khoros Care?
Khoros Care enables brands to serve their customers on their preferred digital channels, reducing costs and increasing customer satisfaction and revenue. It Offers:
Web chat & messaging gives customers convenient, efficient channels to engage brands, while giving brands a single consolidated platform to manage customer engagements at scale. Supporting the widest range of digital messaging channels, including; web chat, in-app, email, Facebook, Twitter, Instagram, WhatsApp, SMS, Apple Business Chat, Google’s Business Messages, review channels, brand communities, and more.
AI-powered chatbots deflect and contain high volumes of predictable customer inquiries, dramatically increasing engagement efficiency. Khoros offers a self-service bot building platform, Khoros Flow, which makes it possible for non-technical staff to build agile bots equipped with machine learning that improves over time.
Enhanced agent workspace and ingestion engine for AI-powered tagging, routing, and prioritization across all digital channels. With Care, agents are equipped with asynchronous workflows and AI-powered suggested responses, while managers and supervisors have easy access to conversation analytics and workforce management analytics.
Key benefits include:
Unify all digital channels in a single engagement hub
Increase efficiency and reduce costs with a digital-first strategy, automation, and enhanced human agents
Increase customer satisfaction and revenue with rich, convenient messaging experiences that increase conversion rates and loyalty
Khoros Care Features
- Supported: Seamlessly transition from public to private messaging channels
- Supported: Configure proactive web chat rules for welcome messages and chat visibility
- Supported: Machine learning to automatically filter for sentiment, actionability, and consumer intent
- Supported: Keep agents focused with a single, prioritized chat queue
- Supported: Equip agents with holistic customer profiles, conversation history, & CRM data
Khoros Care Screenshots
Khoros Care Video
Khoros Care Integrations
- Brandwatch
- Medallia
- Salesforce
- SAP
- Oracle
- ServiceNow
- Zendesk
- Microsoft Dynamics
- Adobe
Khoros Care Competitors
- Verint Messaging
- Salesforce
- Sparkcentral by Hootsuite
- Sprinklr Social + Messaging Suite
Khoros Care 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 Languages | Detection and ingestion for engagements in over 100 languages, and native UI display for users in 31 languages. |
| Security |
Khoros Care Downloadables
- Case Study: How Sony Europe doubled agent efficiency with Khoros
- Case Study: How Spectrum Streamlined Customer Care with Khoros
- Case Study: How Sprint Builds Trust with Customers Using Khoros Messenger
- Case Study: HP Provides Winning Customer Care with Khoros
- Case Study: Optus Leveraged Khoros to Reduce Costs to Build Customer Loyalty
Frequently Asked Questions
Verint Messaging are common alternatives for Khoros Care.
Reviewers rate Social Engagement highest, with a score of 9.1.
The most common users of Khoros Care are from Enterprises (1,001+ employees).
Khoros Care 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
(222)Attribute Ratings
Reviews
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March 01, 2016
It is an excellent platform for Social Media Engagement
Khoros is being used to increase the social media community. It is also being used for looking/searching for a particular section of users. It is being used to reach out to potential customers and serve existing customers in a better way to increase social media community users. The platform seems to be extremely robust and is capable of handling a large amount of content that comes in real-time.
- It shows all the significant information as it has a facility for term search which automatically provides the weighted feedback for the selected phrases.
- It helps in identifying the top/popular influencers along with their sector. Analysis for frequent words allows us to follow or assess the most popular topics/trends which have emerged in social media.
- It has an awesome real-time dashboard that is capable of providing information on social media communities as graphs, quotes, sentiments, and mentions.
- Since the product is seamlessly integrated with Salesforce, it lets you see if the cases actually originate from product fans or not.
- Having customization is a little difficult as not much documentation is available for it.
- The cost for the product increases as per what all features are included in the pricing plan.
- I would like to see integration happening with tools such as ScreenShare as well.
- I can say that it's an outstanding tool for managing social media interactions and information across various different services.
- Since it is a product which can be customized as per your own needs, it is eventually a good option to post directly to any particular users or section.
September 30, 2015
Looking for a Social Customer Support solution?
Score 10 out of 10
Vetted Review
Verified User
We currently use LKhoros across various areas of the Organisation from Marketing teams to our Customer Support teams for different parts of the business. Our teams in different areas using Khoros work closely and using this platform allows greater collaboration and more seamless experience for our customers who contact us through various social streams and branded social accounts relating to different products and services.
- Case Management and conversation focused. Agents work on conversations that are grouped by author, historic interactions are available at a fingertip so context is always available. Khoros removes the hassle of tracking multiple interactions with the same user across various social platforms and presents all interactions as conversations.
- Ownership, agents assign a conversation to themselves when selecting it, this removes confusion. Only one agent can be assigned to a conversation at a time, once the conversation has been assigned (selected) it is removed from the queue for all other agents so we avoid duplication of work. The conversation then stays with that agent until they log out or close the conversation.
- Reporting, Analysis, and routing. For the first time, we can categorize across all social support streams and route content to various work queues. This allows our operations team to work more effectively and try different approaches similar to that of a voice-based contact center. Looking for the best way to effectively distribute and manage workloads.
- Scalability - Khoros scales extremely well. We've seen growth across various social channels over time, in some cases periods of significant growth which have lead to increases in operational resources. We can easily scale the social support team on Khoros quickly to deal with this when required. The platform is extremely robust and can handle large volumes of content coming in near real-time.
- Analytics are improving, this is a new area for Khoros as part of the ongoing development of the product. We've seen a lot of new analytics added recently. Dashboards and more granular reporting or customization of reporting is the only thing lacking.
- Mobile Analytics missing, Social is a fast-moving space, some leadership and execs would love to have access to key metrics and analytics data through a smartphone while on the move to keep them on top of the latest trends and issues.
- Dashboards. We're all about sharing data with the rest of the business, key business areas find this information useful and didn't know how useful it was until we provided a snapshot. To feed information from Analytics out to screens set up around different business areas gives that insight and brings in more collaboration.
- Khoros has had a massive impact on our Social Support strategy. There's nothing like it that we've seen out there that comes close to the capabilities that this platform has. It is an extremely robust and powerful tool which is always growing.
- We've been able to reach more customers quicker on Social and listen to more content than before using Social Web. This greater reach has had a profound impact on our customer behavior with many choosing to use Social as a first point of contact. Growth in certain channels such as Twitter, as a result, has been exponential.
- Like many businesses we measure a lot of data, specifically focussing on NPS and how easy it was to achieve your goal. This approach is enhanced by the data that Khoros gives us as an organization, allowing more effective quality monitoring, development, and reviews to take place within the teams.
- Hootsuite and JamTrak
While we've used Hootsuite and various other similar listening tools in the past, most of these tools either present information in a raw/limited and unthreaded form or lack the context and proper case management functions that you would expect to build around customer support interactions.
Workflow is key, we can take all the content that comes into Khoros and filter, and route it to relevant agents or queues. This allows for specialized social support without multiple social handles for each product/service. Customers can interact with the brand rather than a product/service support account which builds a stronger relationship.
Khoros is a fully fledged Support tool that can integrate with other CRM platforms. This provides us with a complete view of the customer when interacting which is far more valuable when providing support. Customers expect more and having this end to end experience where the customer can contact us on any contact channel and still get the same great service is vital. Khoros allows this and more.
Workflow is key, we can take all the content that comes into Khoros and filter, and route it to relevant agents or queues. This allows for specialized social support without multiple social handles for each product/service. Customers can interact with the brand rather than a product/service support account which builds a stronger relationship.
Khoros is a fully fledged Support tool that can integrate with other CRM platforms. This provides us with a complete view of the customer when interacting which is far more valuable when providing support. Customers expect more and having this end to end experience where the customer can contact us on any contact channel and still get the same great service is vital. Khoros allows this and more.
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