Khoros Care
About Khoros Care
Khoros Care is a customer care platform that allows enterprises to provide multi-channel communication using agents and bots. Features include smart workflows, operational analytics, crisis detection and mitigation, conversation insights, multi-level prioritization, performance metrics, and more.
Khoros Care enables authentic, real-time conversations with both agents and bot assistants at any volume through a variety of platforms including own-brand mobile apps and websites, WhatsApp, Apple Business Chat, WeChat, Facebook Messenger, SMS, reviews, and social media channels. With automated labeling, customer support chats can be routed to agents depending on factors including actionability, sentiment, language, source, and content tags, ensuring customers are connected with the most appropriate agent.
The Khoros Care platform monitors social sentiment and keywords in order to take action on issues and control the customer experience during crisis. This also enables agents to remain within service level agreements (SLA's) despite spikes in traffic. With advanced agent performance metrics, businesses can manage and ensure the quality of the customer experience and make data-driven decisions to carry out changes and improvements.
Khoros Care gathers sentiment analysis, deep conversation insights, and past data from communications between customers and agents to continuously evolve and develop the machine learning capabilities. This enables businesses to enhance the customer service experience with the platform's chatbots and continuously improve AI capabilities.
Key benefits of Khoros Care
• Khoros Care gives agents the ability to engage fluidly between in-app and web messaging, messaging apps, social channels, reviews, and community.
• With Khoros Care, users can scale digital care and take appropriate action with operational metrics and customer experience analytics.
• Khoros Care enables authentic, real-time conversations with empowered agents and bot assistance to increase customer satisfaction.
• Monitor social volumes, sentiment, and keywords with Khoros Care to take action and maintain customer experience during crisis.
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Reviews
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- Used Weekly for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
A great help to manage the content of social media
Reviewed on 27/02/2018
Pros
It is a very useful tool to control and monitor the contents of social networks and offer an immediate response and a better customer support service, it is easy to use with a friendly platform that also allows assigning a specific content to the work team
Cons
You have to improve the post tracking tool, in addition to the use of automatic words and tags so that you do not miss any information that is not within the content that interests us
- Industry: Telecommunications
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Khoros Care review
Reviewed on 25/03/2023
Responding to customer messages.Managing social media accounts in one.
Responding to customer messages.Managing social media accounts in one.
Pros
Khoros Care intergrates all social media accounts like facebook, linkedin, instagram and Twitter. You're able to respond to all customer queries in real-time and this improves customer experience.The tool provides a report showing service levels, response time, total traffic received and responded to.
Cons
You have to pay more money incase you need more accounts.
- Industry: Telecommunications
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Good experience although we continuos learning
Reviewed on 22/02/2018
Pros
- It is easy to use in the first step
- If you can use the fasttrack point you can see that are very useful
Cons
- When you need to do special things the tool it's a little bit more complicated.
- I would like to see the same structure in LSW that the structure that I have in the community. This must be happen in real time.
- I would like to have the tool in spanish.
- Industry: Telecommunications
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Khoros Care Review
Reviewed on 08/02/2023
Khoros care is a great tool for brands to manage their social media platforms and handling customer...
Khoros care is a great tool for brands to manage their social media platforms and handling customer queries.
Pros
- Khoros Care intergrates all the companies social media pages i.e Facebook, Twitter, Instagram, Linkedin thus customer queries sent on any channel are well received and responded to by the administrators in real time.- Khoros has a reporting tool were agent productivity is extracted, it shows the number of responses, response time, service levels, total traffic received and traffic responded to.
Cons
So far the application serves it's purpose well, there's nothing i dislike about it.
- Industry: Telecommunications
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 10.0 /10
Khoros Care User review
Reviewed on 02/01/2023
Pros
Robust and intuitively developed to maximumly support digital customer service, excellent at workflow management with it's queue management, priority routing and configurable automatic routing of incoming traffic as opposed to "Cherry-picking", it's rich reporting and analytics functionality enables in-depth analysis and granularity of performance metrics, ease of integration with all your socials.
Cons
Absence of customizable report templates for historic raw data dumps
Khoros Care FAQs
Below are some frequently asked questions for Khoros Care.Q. What type of pricing plans does Khoros Care offer?
Khoros Care offers the following pricing plans:
- Free Trial: Not Available
Please contact Khoros directly for pricing information.
Q. Who are the typical users of Khoros Care?
Khoros Care has the following typical customers:
51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Khoros Care support?
Khoros Care supports the following languages:
English, French, German
Q. Does Khoros Care support mobile devices?
Khoros Care supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Khoros Care integrate with?
Khoros Care integrates with the following applications:
Khoros Communities, SAP Customer Experience, Salesforce Sales Cloud, Twitter/X
Q. What level of support does Khoros Care offer?
Khoros Care offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
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