Khoros, LLC, built from Spredfast + Lithium, announced its Summer 2019 Innovation Release, including In-App Messaging for brands’ mobile apps, patent-pending Agent Performance Metrics, and an open Automation Framework.
These advances in digital customer engagement technology will help brands reach more customers on their preferred channel — and reach them more efficiently with the right operational processes and measurement.
According to new research from Forrester Consulting1, “good customer service” is one of the top three criteria that consumers use when deciding which brand to purchase. “Customers simply expect to be able to connect with brands on the channels of their choice, which are increasingly on a mobile device,” said Mike Betzer, Chief Product Officer at Khoros. “Brands need the ability to be there for their customers at scale, without driving cost and complexity. Today, Khoros delivers a win for both.”
Modern customer service means meeting customers where they are, and that includes a brand’s mobile application as well as a widening range of messaging channels, including Apple Business Chat and WhatsApp Business. In fact, three out of four brands expect to increase the number of channels that customers can use to reach them2.
Scaling to meet this demand, blending processes for virtual and live agents, and optimizing workforce planning across channels are key to making excellent digital customer experiences a reality. The Khoros Care solution delivers a single workflow to handle all social media and messaging touchpoints. And with the release of in-app messaging, brands can combine the power of messaging with the security of their own branded mobile app: within just a few months of its beta launch, Khoros In-App Messaging quickly became a primary channel for Telecom Italia’s customers, and now in-app messages comprise half of all of the brand’s customer interactions.
To optimize workforce planning in the age of asynchronous messaging, brands need advanced analytics that align performance of the contact centre with the call centre. More than 30 Khoros customers have been early adopters of the new agent performance analytics and improved workforce processes by discovering, for example, agents taking extended breaks, agents spending too long on responses, and overall gaps in utilization.
Today, Khoros is launching:
In-App Messaging: Mobile care from anywhere
Khoros’ In-App Messaging easily integrates into brands’ mobile applications, and joins a common agent desktop for all social media and messaging interactions.
Agent Performance Analytics: Measurable efficiency
Khoros’ enhanced, patent-pending metrics give quantitative insight into agent productivity, performance, and utilization to drive workforce management models in real time.
Automation Framework: Build it once, apply it everywhere
Khoros’ Automation Framework allows brands to bring their own bot and scale a common experience for both agents and customers.
Khoros, built from Spredfast + Lithium, is the leading customer engagement platform built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000+ customers, including 52 of the Interbrand 100, and ten offices globally, Khoros powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey.
1, 2. A commissioned study conducted by Forrester on behalf of Khoros, July 2019.