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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…
Recent Reviews
Awards
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Pricing
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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…
Entry-level set up fee?
- 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% |
Comparisons
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Reviews and Ratings
(224)Attribute Ratings
Reviews
(1-3 of 3)Companies can't remove reviews or game the system. Here's why
We rely on Khoros Care to aggregate and respond to negative consumer contacts received through our social channels. By using Khoros Care we're able to find and respond to these reviews all within a singular platform, and respond to our consumers in a timely fashion. We are able to easily manage users and permissions readily from the dashboard which is very user friendly.
- Clean user interface
- Very supportive and responsive support
- Reliable and dependable software and reporting
- Honestly there's nothing negative that I can think of, our company loves the platform.
- Efficiency
- Quick responses
While we don't use other products from Khoroscare, the support we've received has been fantasitc
- None
We rely on Astute Agent which (I don't believe) integrates with Khoros
- Astute
Not to my knowledge
- File import/export
N/A, haven't integrated any but if we did I know the support would be fantastic
July 11, 2023
Does what it says on the tin
Use it for day to day
- No bloat, just the info I need
- Could be a little faster
- Made life much easier and gave our team an opportunity to steam line
- Retention if users through targeted surveys
50
A wide variety, community, support,
5
Analytical problem solvers
- Stats
- Backend
- Reporting
- Automation of unexpected functions
- Migrating information
- Ease of Use
It was the easiest and best at what is on offer
Would save time and just go with this
Not Sure
No need for it
No
- Info gathering
- Filtering
- Parsing data
- Vanilla
Was easy enough to get done as team implementing were skilled
- Amazon clpud
Not sure
- File import/export
- Single Signon
No
Don't be afraid to contact the support
October 29, 2012
Can't wait for Salesforce integration.
Score 9 out of 10
Vetted Review
Verified User
- Filtering is better than anything I have ever seen
- Artificial intelligence. I don’t have to wonder who I am talking about
- Natural workflow for escalation, prioritization. The workflow is intuitive to a support professional – it's pretty standard stuff.
- Salesforce.com integration is coming and I am excited about it. It will be bidirectional. Right now we are bringing social originated tickets manually into Salesforce through cut and paste.
- I don’t have a way to integrate with my chat tool (ATG – Oracle). As chat grows and grows, I need a hook. In support, it’s a quick transition to chat, especially if someone is coming in on a handheld device, which represents the vast majority of social media interactions. In general just 0.5% of my support tickets originate from mobile devices. For social, 80%+ is coming in from a mobile device. Social Dynamx tells me whether someone is using a mobile device but doesn’t distinguish between phones and tablets yet.
- Integration with other tools the team may use, e.g. ScreenShare
- We are in pilot mode today with a limited roll-out but it has already saved us 2 FTEs. We used to have 3 FTEs monitoring social media activity and we’ve been able to reduce to 1. Right now we are only processing c. 100 social media interactions on a monthly basis, but without filtering we would have 100+/day to review.
- A better customer experience. Customers are so astounded/ pleased/ surprised – our street cred goes up. In our market, customers venting in the support channel are not necessarily expecting a response yet, however when you do reach them, they like it. They are a little surprised that you can find out who they are, but most like to be found. Many have blogs. Every once in a while, they go dark but no one has complained about breaking privacy.
5
We are piloting with 5 customer support people across two locations and considering expansion. We are adding key words for additional products. I would like to see 30 people (of our total 400 in support) using next year.Our marketing team is watching and hearing updates, but does not use the tool. Product management is interesting in a roll-up of data.
0
Really nothing – no sys admin required. We are not re-tweaking workflows. They are very standard.
- Customer support: the Artificial Intelligence built into Social Dynamx filters tweets, Facebook posts etc, down to a manageable number of the most important to address. This a big time saver for us. It’s huge. Moreover, I have to put my most senior, most expensive folks on this type of support activity and it’s costly to have them sitting, waiting on things, or wading through tweets.
- Not only does it filter, but it also ranks which interactions we need to respond to. It will rate and rank the individual – the system remembers them and learns. It gives us a priority e.g. is it someone involved in a big client, or used to work at a big client etc. The ranking of response is of key value to us. The ranking has been accurate so far. It mines our CRM and also uses 3rd party demographic databases.
- It also can respond intelligently to some interactions.
- It checks tone and context to prepare an agent to be more effective. It can tell if someone is frustrated, but not flaming. This is really helpful for an agent to know. So far it has been very accurate.
A combination of Khoros, Twitter feeds/dashboards, and another point solution.
- In-person training
No
- Salesforce.com
- Our chat application
They are working on integration with Salesforce.com