Khoros Care cares about you
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
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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
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March 20, 2020
Khoros Care helps get your comments out there fast!
Khoros Care is really helpful for hearing all conversations across our accounts in one place. It makes it easier for my team to respond in real-time to our audience. It also helps my team focus on one task at a time, instead of flipping through multiple web pages.
- Showcase conversations in a visually easy to understand way.
- Allow sorting through conversations.
- Allow for better grouping of conversations with the same user.
- Better sorting through of power users/people who comment multiple times. Would be nice to have an icon next to their name that says "replied 1x" or something like that.
- Increased efficiency.
- Increased engagement rates.
- Increased commenting by our community managers.
Khoros offers more robust reporting for data. Both Facebook & Khoros could do better with their apps.
Before using Khoros Care we were doing this work in individual social sites.
It's a great time saver to have analytics in the same platform that we use for Care services. This saves us from flipping between other websites & also saves us from using another company for this service.
2
Community manager
If we need support, we go through Khoros
- social listening
- social engaging
- would love to use on new websites as they become available
- Price
It was the best bang for our buck.
Next time we would love to talk to people who are already using the platform to get their opinion on the product.
No
- Don't know
Yes
Have reported many bugs over the years, and some times it takes a week or so, some other bugs have yet to be resolved.
I cannot say I've ever had exceptional support. It seems like they're very understaffed.
- none, overall use is pretty complicated
- the platform overall is a bit hard to pick up on your own
- i would recommend using a product coach
Yes, but I don't use it
March 17, 2020
Khoros Care Review
It is being used by Nickelodeon's social media team. We use this for our daily social media needs (scheduling, community management, monitoring social discussions, etc).
- Helps us to plan ahead.
- Helps publishing needs.
- Missing key publishing tools for platforms (ex: polls on twitter).
- Would love to have a built-in Giphy option to respond to fans.
- Helps provide visibility into reporting,
- It has increased efficiency,
- Contributed to productivity,
I am not familiar with other alternatives at the moment since this the only platform I have used since beginning my career.
I have not use other products as of yet
We use this tool to track conversations and bubble up an information that may be relevant to our lines of business, and alert the appropriate teams.
I personally have not used Khoros support in this way as of yet