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
(223)Attribute Ratings
Reviews
(1-18 of 18)Companies can't remove reviews or game the system. Here's why
March 15, 2022
Good solution - needs to evolve.
The automated routing allows us to handle multiple languages and products to specific teams automatically, and do all this with single twitter handles. Most tools would not be able to do this.
October 09, 2017
Khoros Review 2017
Routing and prioritizing of work is a key element of an effective social support team and Khoros allow us to use a mix of automation and manual configuration to get the best productivity out of our team.
September 01, 2017
Khoros helped us build our Social Customer Care program
As a telecommunications company, this has been most helpful for us in identifying outage situations in areas. Additionally, with several large media stories where customers were looking for responses from impacted companies, this ability helped us auto route these posts to get volume and determine our communication strategy.
September 01, 2017
Khoros is good but still needs some work
This functionality is a must-have for us. Being able to prioritize is critical and Khoros certainly delivers on that front. The only time that this can get tricky though is when it comes to reporting and again the amount of manual handling required can let us down. We always have our priorities set up so we can ensure that we are cutting through the noise.
September 01, 2017
Review: How we feel after 8 months using Khoros
Khoros enables our small team to be more productive as it floats conversations that it identifies as needing attention
It works well for moderation, the Khoros moderation team can instantly 'ask for help' or escalate topics that need review by the management team
It works well for moderation, the Khoros moderation team can instantly 'ask for help' or escalate topics that need review by the management team
September 01, 2017
Social Customer Service Management at Scale!
The ability to set auto-tagging and priority rules within Khoros SMM has had a very positive impact on our Team. We routinely experience high volumes of inbound posts in a matter of minutes, so in this situation, we are able to quickly activate auto-tagging capabilities thus routing these conversations to the correct work queues for handling.
August 31, 2017
Khoros: Strong Player for High Volume Management
Conversation prioritization is an effective functionality for our team. Using this feature, we can easily identify which conversations include emergency-level concerns and address those most quickly. The automatic routing is helpful as well, as we can track things like our marketing posts and comments without having to sift through the irrelevant conversations to get to true guest concerns.
August 29, 2017
Great platform - really helps us at scale
This tool is critical to reducing agent touch points and therefore routing the contact to the right stakeholder and individual. It's incredibly effective and can be set up to various different levels and sensitivities.
August 29, 2017
Khoros in a large complex government organization
Score 9 out of 10
Vetted Review
Verified User
It has helped us prioritise and queue high-risk conversations e.g conversations from journalists and self-harm threats.
August 29, 2017
Khoros Takes It to the Next Level.
The functionality is key. We need to identify the type of postings we get from individuals - whether it is a "thank you" with no action to a complaint with high priority. We tag our posts when submitted through the platform to address all types of issues. We segregate our reps to handle specific issues. If no action is required, we can file these without agent interaction. This enables us to run a more efficient operation.
August 28, 2017
Khoros Review
This functionality is very effective in Khoros. We have been able to save time by automating language routing, deprioritizing messages that have a low probability of being support related and prioritizing contacts that may have a higher risk to the brand or impact to customers.
August 25, 2017
Khoros has worked great for us for the last 2 years
We do use the Priority tags and it is helpful to see the important conversations. However, we also prefer to work FIFO and as long as we are within our one hour SL, we have found that it is ok to work this way.
August 24, 2017
Khoros Review
The automated prioritization has been very beneficial for us, particularly during times of extremely high contact volumes. It is not uncommon for us to have an issue that goes viral and generates thousands of contacts, so being able to ensure high priority issues are responded to in a timely manner during these times is essential.
August 23, 2017
Khoros Review
This is effective in ensuring customer complaints are dealt with timely, while sorting out the noise. This allows our agents to focus on our customers and not everything else.
August 16, 2017
AGL Energy's perspective - Khoros
We have found machine learning to be quite basic at best, however it is mostly in-line with other industry products. If Khoros leaped ahead of competitors in this area it would be an even more compelling product.
August 16, 2017
Why I believe Khoros will take over the world.
The auto-tagging functionality and work queue sorting is the most useful. In the type of industry we operate in, there are many conversations that happen in the public and political spotlight. We need to ensure that these are seen quickly, separate from other important conversations that will come through from customers directly. Through tagging rules, we are able to differentiate the type of conversation and to send it to the right team. This cuts down response time in a major way.
August 16, 2017
Glimpse into our Social Response
I think the routing and prioritizing is better than [tools provided by] other companies, but there are areas for improvement. I think when entering lucene rules there should be better ways of showing the effectiveness of the rule and shore up any errors present.
August 16, 2017
I highly recommend Khoros!
Khoros' functionality to prioritize the queue has helped the customer service team by enabling them to action the most important posts first, rather than getting caught up in the backlog.
Having the option to categorize posts with tags also helps us to direct posts to the right queues to be actioned by the right person the first time, which has saved us time in responding.
Having the option to categorize posts with tags also helps us to direct posts to the right queues to be actioned by the right person the first time, which has saved us time in responding.