Khoros Care converts calls to messages, enabling brands to shift conversation volume into asynchronous channels with greater efficiency and concurrency. This reduces the number of repeat conversations and requires less agents to handle the same volume.
Khoros Social Care gives agents the ability to efficiently handle and resolve more customer conversations with smarter workflows and higher quality outcomes all from a single console. In addition, advanced workflows automatically filter, tag, prioritize, and route to the most appropriate work queue or agent for a prompt resolution.
Khoros Messaging supports the asynchronous nature of messaging, so that social agents are able to handle 4 times the volume of a phone/chat agent. In addition, a BOT can be utilized for simple, frequently asked questions, increasing efficiency even more.
Khoros Bot uses natural language understanding (NLU) to determine customer intents and respond to common, predictable inquiries so that agents can focus on more complex, higher value tasks. The bot can automate and resolve entire conversations, as well as enter mid-conversation to handle a single time consuming or tedious process like collecting information or troubleshooting. By containing full and partial conversations, Khoros Bot saves agent time, adding capacity and efficiency to brand operations.
Khoros Social Care provides a modern digital care experience to agents with the ability to engage across touchpoints and move fluidly between social, messaging apps, in-app and web messaging and community within a single workflow, ultimately reducing turnover rates.
Khoros Social Care monitors social volumes, sentiment, and keywords and immediately alerts companies to a crisis, allowing them to take action and maintain a positive customer experience during a crisis.
Khoros Social Care’s machine learning determines which posts are actionable, and then prioritizes and categorizes them to be handled by the appropriate team. In addition, agents are able to tag inquiries as they come in so that they can be communicated to efficiently and effectively leading to higher quality outcomes.
Khoros Messaging improves customer satisfaction by resolving customers’ needs quickly, easily, and personally by being instantly accessible in their channel of choice.
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