Question 1

What are the main features of Khoros Care?

Accepted Answer

Khoros Care offers a robust suite of features including multi-channel support, intelligent routing, automated workflows, crisis management, sentiment analysis, agent performance metrics, and AI-powered chatbots to enhance customer service efficiency and effectiveness.

Question 2

How does Khoros Care help with crisis management?

Accepted Answer

Khoros Care monitors social sentiment and keywords to detect potential crises in real-time. It allows businesses to proactively address issues, control the narrative, and minimize negative impact on brand reputation, ensuring service level agreements (SLAs) are maintained even during peak volumes.

Question 3

Can Khoros Care integrate with my existing CRM or help desk system?

Accepted Answer

Yes, Khoros Care offers integrations with popular CRM and help desk platforms, enabling seamless data flow and a unified view of customer interactions. This integration streamlines workflows and improves agent efficiency.

Question 4

How does the AI and machine learning work within Khoros Care?

Accepted Answer

Khoros Care utilizes AI and machine learning to automate tasks like ticket routing, sentiment analysis, and chatbot interactions. The platform continuously learns from past conversations to improve chatbot accuracy and provide agents with valuable insights.

Question 5

What kind of reporting and analytics does Khoros Care provide?

Accepted Answer

Khoros Care provides comprehensive reporting and analytics on key customer care metrics, including agent performance, resolution times, customer satisfaction, and channel performance. These insights enable data-driven decision-making and continuous improvement.

Question 6

Is Khoros Care scalable to handle a large volume of customer interactions?

Accepted Answer

Yes, Khoros Care is designed to scale to handle a high volume of customer interactions across multiple channels. Its intelligent routing and automation features ensure efficient handling of inquiries, even during peak periods.

Question 7

What channels does Khoros Care support?

Accepted Answer

Khoros Care supports a wide range of channels including email, chat, social media (Facebook, Twitter, Instagram), messaging apps (WhatsApp, Apple Business Chat, WeChat, Facebook Messenger), SMS, and review sites.

Question 8

How does Khoros Care help improve agent productivity?

Accepted Answer

Khoros Care improves agent productivity through intelligent routing, automated workflows, knowledge base integration, and real-time conversation insights. This allows agents to focus on resolving complex issues and delivering exceptional customer service.

Khoros Care

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