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
(1-25 of 110)Companies can't remove reviews or game the system. Here's why
March 05, 2024
Why we love Khoros
Score 10 out of 10
Vetted Review
Verified User
- 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
January 02, 2024
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.
December 15, 2023
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
December 13, 2023
Promising tool, needs to find its footing among the heavyweights
- Omnichannel messaging for social media
- Organises the interactions well
- Decent insights in reporting
- The tool lags at times and minor bugs crop up.
- Learning curve is moderate. Can be made more intuitive.
- Sometimes we need multiple clicks for certain simple actions which could have been eliminated.
December 12, 2023
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
December 11, 2023
Khoros Care cares about you
- Customer Support
- Communication
- User interface
- Response times
- Aesthetics
- User interface
- 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
December 05, 2023
NaBehind the screens : Khoros Cares
- Social Media Management
- Online Communities
- Customer Feedback
- Training Programs
- Integrations Strategy
- User Feedback Loop
- Performance Metrics
December 05, 2023
Business Success using Customer Engagement Software: Khoros Care
- Messaging
- Bot (Testing Phase)
- Dashboard with filters
- Freshchat, Slack, Teams Integration
December 05, 2023
Great omni channel social media integration platform
- web chat
- Messaging
- omni-channel
- customer support
- Integration
December 05, 2023
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
December 04, 2023
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)
December 04, 2023
Khoros - Chat and SMS
- Chat feature
- Agent Dashboard
- Supervisor features
- Default reporting
- Integrations with other vendors needs to be easier
- Better documentation for administrators
December 04, 2023
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
December 04, 2023
Khoros Care is an outstanding platform!
- Streamlines Communication
- Enhances Client Satisfaction
- Unifies multiple channels into one central hub
- Sometimes tags can be confusing on how they got there
- Price
- Sometimes there are lags
July 25, 2023
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
July 19, 2023
Great tool for social media moderation
- It is great for sifting through many conversations, effectively.
- It allows me to go between conversations and reply at my own pace.
- It helps me to track repetitive users, on our social media pages.
- I have not been able to identify any lack, within the platform, as of yet.
- Ability to build a "customer profile" with all of their social channels to track the relationship and conversations with that single user in one place.
- Machine learning/AI capabilities to streamline monotonous steps where it could instead learn as you moderate and engage with users on the tool.
July 18, 2023
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.
July 18, 2023
Khoros get's the job done!
- Separate work queues.
- Sends in the tickets in a timely manner.
- Analytics is helpful in keeping track of my progress.
- Glitches when adding tags.
- At times when assigning a ticket, the other agent does not receive it.
- Notifications for private messages.
July 17, 2023
Khoros is great!
- Filters inquire based on what customers are reaching out about.
- Allows us to see users' full accounts.
- Allows a streamlined process that allows users to reply quickly and efficiently.
- Being able to combine users who use both Facebook and Twitter.
- Possibly a pop-up for snoozed conversations.
- Doing a better job viewing tweets where United is not actually tagged but mentioned.
July 17, 2023
Khoros Care Review
- Shows incoming messages
- It prioritizes messages that we get
- The Stats that is shows us like , total mesages , responses, etc
- Maybe have the messages we want to review have separate pop up boxes that we can move around and watch them multiple messages at time
July 17, 2023
Khoros Care Review
- n.a
- In my opinion, Mass closing comments needs to be addressed further. Closing each request is time consuming and the mass close does not resolve the time needed
- In my opinion, Multiple system issues, runs very slow & can have issues with post replies
- In my opinion, Filtering needs to be more effective
- In my opinion, Priority notionations provided on responses are useless, this could be a great option if it was applied properly