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We utilized Khoros Care for digital customer care, including messaging, chat, social marketing, and online communities which was …
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…
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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
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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…
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- Setup fee optional
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Demos
Khoros Service Product Tour | Khoros
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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
Verint Messaging, LivePerson Conversation Cloud (LiveEngage), and Sprinklr Service are common alternatives for Khoros Service.
Reviewers rate Social Engagement highest, with a score of 9.1.
The most common users of Khoros Service are from Enterprises (1,001+ employees).
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% |
