Khoros Care

4.8 (8)
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Digital and social media customer care for enterprise

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.


Images

Khoros Care Software - Khoros Care prioritized to-do lists
Khoros Care Software - Khoros Care single engagement hub
Khoros Care Software - Khoros Care advanced workflows and operational insights
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Khoros Care Software - Khoros Care prioritized to-do lists
Khoros Care Software - Khoros Care single engagement hub
Khoros Care Software - Khoros Care advanced workflows and operational insights

Not sure about Khoros Care? Compare with a popular alternative

Khoros Care

4.8 (8)
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Starting Price

No pricing found
US$14.00
month

Pricing Options

Free version
Free trial
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Integrations

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Ease of Use

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Value for Money

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Reviews

Overall rating

4.8 /5
(8)
Value for Money
4.5/5
Features
4.6/5
Ease of Use
4.5/5
Customer Support Software
4.7/5

Already have Khoros Care?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 8
Fernando
Fernando
Overall rating
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

A great help to manage the content of social media

Reviewed on 2018-02-27

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

Doreen
Overall rating
  • Industry: Telecommunications
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Khoros Care review

Reviewed on 2023-03-25

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.

Valle
Overall rating
  • Industry: Telecommunications
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Good experience although we continuos learning

Reviewed on 2018-02-22

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.

Victoria
Overall rating
  • Industry: Telecommunications
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Khoros Care Review

Reviewed on 2023-02-08

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.

Moses
Overall rating
  • Industry: Telecommunications
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

Khoros Care User review

Reviewed on 2023-01-02

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

Showing 5 reviews of 8 Read all reviews

Khoros Care FAQs

Below are some frequently asked questions for Khoros Care.

Khoros Care offers the following pricing plans:

  • Free Trial: Not Available

Please contact Khoros directly for pricing information.

Khoros Care has the following typical customers:

51–200, 201–500, 501–1,000, 1,001–5,000

Khoros Care supports the following languages:

English, French, German

Khoros Care supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Khoros Care integrates with the following applications:

Khoros Communities, SAP Customer Experience, Salesforce Sales Cloud, Twitter/X

Khoros Care offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat

Related categories

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