Khoros: Redefining Digital Customer Engagement

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Jack Blaha, CEO 2020 is "The Year of the Customer." Today, marketing is no longer about convincing people to buy the products or services, but rather, it's about providing exceptional customer experiences to keep people coming back for more. As technology has handed consumers the power to "break or make" a business, customer care has undoubtedly become the new marketing mantra. Creating great customer service experiences is the obvious path to revenue retention as well as revenue growth. Nobody understands this better than Khoros, a unique customer engagement platform. "Khoros is the only customer engagement platform that brings together best-in-class solutions for social marketing, care, and online communities under one umbrella, making it easier for companies to effectively engage with their customers across all channels in an authentic and efficient way," states Jack Blaha, CEO.

Today, Khoros is helping over 2000 brands to connect with their customers in a meaningful way to accelerate sales, build loyalty and trust, and grow their business. The power of Khoros' platform can be leveraged through three flagship solutions—Khoros Marketing, Khoros Care, and Khoros Communities.

Khoros Marketing helps brands to plan, execute, and measure strategic global social marketing campaigns. Through these campaigns, companies can provide authentic, personalized experiences and content that helps them win new businesses. The highly configurable solution maps to the unique needs of a business. It gives a converged view of social media ads, and organic posts, in addition to providing a complete picture of brand performance across the campaigns.


Brands who take care of their customers well are investing in their own long-term growth, and we are proud to help brands take advantage of this opportunity to create customers for life

Khoros Care allows brands to serve customers on their digital channel of choice -- with operational analytics and automation -- to boost customer satisfaction and reduce costs. Today, channel proliferation is making it harder for brands to identify where their customer and prospect conversations are happening. In a recent market survey, major brands revealed that they regularly publish content on an average of five channels, and that customers initiate engagement on an average of six different channels. Surprisingly, the study identified 14 different outbound channel options and as many as 20 inbound channels. While it can be overwhelming to connect with customers across all of these channels -- from in-app messaging to social media to review and community forums -- Khoros took this challenge as an opportunity to provide brands with just one platform that can manage customer conversations across multiple channels.

In addition, Khoros understands that one way to create happy customers for a brand is through an online community, a vibrant space where people can find answers, develop expertise, share experiences, and help build the brand with trusted content published by peers.

As communities go beyond answering queries and help grow a pool of customers who will likely become brand advocates over time, Khoros continues to elevate the capabilities of its community product, Khoros Communities.
The solution fosters brand spaces where customers can share their experiences, ideas, problems, and solutions.

"Win, serve, grow—these three words are a foundation to how we work and succeed as one team"

Blaha recalls an instance where Khoros helped Sprint Corporation, the fourth largest telecommunications company in the U.S. that has over 60 million customers. Even though branded communities were already in place, customers were struggling to find proper content, because of which Sprint lost 80 percent of its community traffic over four years. Recognizing the need for a new community, Sprint engaged with Khoros and migrated its huge volumes of data (10 million posts, ten years of data, and 3.2 million members) using Khoros Communities. After onboarding, Sprint was able to optimize the Sprint Community so their users could easily find what they’re looking for and connect with other customers, brand enthusiasts, and agents. Moreover, Khoros helped Sprint in providing excellent customer care through Khoros Care and its messaging product, Khoros Messenger. Using the customer care solution, Sprint was able to bolster its community support, in addition to serving customers reliably within one PIIcompliant platform through secure, branded messaging. Overall, Sprint saw a 200 percent increase in traffic and call deflection with Khoros Communities besides a 20 percent increase in messages coming through Khoros Messenger.

“Win, serve, grow—these three words are a foundation to how we work and succeed as one team,” says Blaha, who has lead several tech companies as CEO. “Regardless of industry or technology, there’s one thing that has always served me well: do what’s right for the customer, and in the end, we will always end up winning together,” he says. Following this approach, Khoros continues to deliver new solutions to help enhance how brands can connect and engage with their customers wherever they are. “Brands who take care of their customers well are investing in their own long-term growth, and we are proud to help brands take advantage of this opportunity to create customers for life,” Blaha signs off.

Company
Khoros

Headquarters
San Francisco, CA

Management
Jack Blaha, CEO

Description
Khoros helps brands grow customers across social marketing, digital care, and branded communities, and gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. The company is uniquely positioned as the only established player focused on true customer engagement -- a niche within the CX umbrella. Khoros delivers a customer engagement platform that brings best-in-class solutions for social marketing, digital care, and online communities under one umbrella, making it easier for companies to effectively engage with their customers across all channels in an authentic and efficient way.

Khoros