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.
