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Khoros Service

Score8.5 out of 10

230 Reviews and Ratings

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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.

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Categories & Use Cases

Media

Screenshot of a customer conversation in Agent view. Access past customer conversations and interactions in a single pane of glass.
Screenshot of the analytic dashboard used to monitor key metrics across a service organization, such as available agents, time to first response, and agent handle time.
Screenshot of Khoros Agent Assist. This feature provides agents with real-time recommendations, reducing the time needed to handle customer inquiries, deliver accurate resolutions, and train new agents.
Screenshot of Work Queues under Rules and Routing. This allows admins to build rules around tagging to ensure timely and effective follow-up from agents.

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Screenshot of a customer conversation in Agent view. Access past customer conversations and interactions in a single pane of glass.

Khoros Service Reviews

What users are saying about Khoros Service.
View all Khoros Service reviews

Reviewing the Khoros Platform

Incentivized
Verified User
Advisor in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

The main reason we use Khoros is to have a collaborative platform that our customers, partners and enthusiasts can come share their know of Qlik solutions, ask questions, get answers. they can also join advocacy programs, learn about webinars, latest product information and more. This space allows for transparency and helps people solve issues without having to open a support ticket.

Pros

  • Moderator team is excellent
  • having the ability to mark a correct answer
  • flexible navigation

Cons

  • support SLA's need improvement
  • Support engineers to read through the problem without making assumptions

Return on Investment

  • Call Deflection
  • helping not just one but one to many
  • customers in the Community tend to be more satisfied

Khoros Care is okay

Incentivized
Verified User
Consultant in Social Media (10,001+ employees employees)

Use Cases and Deployment Scope

I currently use the service to respond to twitter DM, Facebook Messages, Instragram DMs, iMessage and Google Message. The issue are that the application is slow when we are extremely busy. As well, the service should have some authentication option for customer service purposes. There should be an option to edit ABC chat names so that it’s easier to track conversations.

Pros

  • Layout

Cons

  • Functionality

Return on Investment

  • Some outages have caused customers to be unable to contact Rogers.

Alternatives Considered

Intradiem

Efficient and Scalable Customer Support

Incentivized
Verified User
Consultant in Customer Service (201-500 employees employees)

Use Cases and Deployment Scope

In my organization we use Khoros Service to manage customer support. It is useful because it centralize all the interactions in one platform across social media, email, and chat. Moreover with the AI automation and the CRM integration we manage queries faster and more effectively. The collaboration and analytics tools platforms help us to enhance the communication among team to monitor the performance and to ensure a personalized service.

Pros

  • Automatic response to customer questions
  • Dashboards in real time
  • Unified inbox from different channels

Cons

  • Not so intuitive navigation sometimes
  • Export of data to other platforms
  • Mobile app not so elastic as the computer one

Return on Investment

  • Analytic tools to help identify training needs and performance gaps
  • Real-time dashboards to monitor and respond to trends
  • Use of AI automation reduces average response times

Other Software Used

Salesforce CMS, Slack, Google Workspace

Please with my experience of Khoros.

Incentivized
Verified User
Strategist in Social Media (51-200 employees employees)

Use Cases and Deployment Scope

Khoros helps our creative team with social planning and publishing. It saves time and helps us gain hours managing campaigns. We also use it for social listening to stay aware of all the trends that can be helpful in our daily work, getting easy insights from the service.

Pros

  • Social listening.
  • Planning posts.
  • Publishing

Cons

  • Be better at understanding social listening sentiment.

Return on Investment

  • Gain time with our creatives.
  • Get a least 1/2 trends ideas we can use everyday from social listening.
  • Be more efficient with publishing.

Khoros Care- They do care

Incentivized
Raj Nandan
Customer success specilist in Customer Service at JUNO Finance (51-200 employees employees)

Use Cases and Deployment Scope

Khoros Care is mainly used for Real-time Customer Support in my current organization and also for Multi-channel Engagement. Both the features help in helping the customer on a real-time basis and also help in combining different channels into one which is really helpful to avoid any confusions and also keep a track of all the customer engagements.

Pros

  • Unified Customer Engagement
  • Automated Ticketing and Routing
  • Customer Satisfaction Measurement
  • Workflow Automation

Cons

  • 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.

Return on Investment

  • Automated Workflows for Streamlined Processes:
  • Integration with CRM Systems for Comprehensive Customer Insights
  • Real-Time Collaboration for Team Efficiency

Alternatives Considered

Zendesk Chat, Intercom and Freshdesk

Other Software Used

Intercom, Zendesk Chat, Freshdesk Contact Center

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