Khoros Service Reviews & Product Details

Khoros Service includes omnichannel engagement on publicly available channels like social, digital, chat and voice, as well as owned online communities with our Khoros Communities offering. The solution offers 1-to-1 and 1-to-many engagement with customers and consumers, bringing together automation through bots, human agents or community managers to manage support and community building. In Khoros Care, customer inquiries and support-related conversations can be routed and prioritized based on a variety of parameters and our robust agent desktop solution allows agents to efficiently manage conversations, both real-time and asynchronous. Agent Assist offers agents in the moment content and responses to help them respond faster and with better results. We offer a built in bot and automation builder tool, allowing conversations to be automated using AI and automated workflows. And of course, we have built in analytics capabilities where users can build their own customized dashboards bringing in the KPIs that are most meaningful to them. With Khoros Communities, we enable organizations to host a vibrant space where customers find answers, develop expertise, share experiences, and connect with your brand. Khoros is the leader in the communities space, powering over 400 of the world’s most recognized brand communities. With 20+ years of experience, the most robust set of customer interaction styles, tools to empower employees to interact and moderate at scale, a platform built for enterprise integration and security, and a dedicated services organization; Khoros is a partner that ensures your community will improve operations, reduce costs, delight your customers, and grow your business. Key benefits include: Improve customer experiences while driving agent efficiency Engage customers in their channel of choice–text, messaging, social, chat, in-app, email, voice–providing complete omnichannel coverage. Khoros simplifies agent workflow with a single desktop, unified customer profiles, and AI-powered support, while automated analysis of sentiment and customizable dashboards help optimize team performance and customer satisfaction. Increase efficiencies through automation Centralize your automated experiences across systems, applications, and channels in one platform to cut costs and streamline customer interactions. By harnessing Natural Language Processing (NLP), you can reduce call volume with conversational bots across multiple channels, while IVR redirection and AI orchestration ensure efficient customer service. Accelerate resolution to delight customers while reducing costs Create a hub for your customers to connect with experts, learn, and get answers to their questions at any time, in any region. Users can deflect up to 80% of calls and customer inquiries providing the potential to save brands millions in annual support costs. Deliver expert community management Nurture large, engaging communities with the most advanced moderation tools, content management, analytics, and expertise that provide quantifiable business value through customer acquisition, retention, and growth.

Seller

Ignite Enterprise Software Solutions

Discussions

Khoros Service Community

Languages Supported

Arabic, Bulgarian, Catalan, Czech, Danish, German, Greek, English, Finnish, French, Hebrew, Croatian, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Malay, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Spanish, Albanian, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified)

Solution Type

All-in-One

Overview by

Tucker Boren

Value at a Glance

Averages based on real user reviews.

Perceived Cost

$$$$$

View More Pricing Information

Top-Rated Alternatives

Zendesk for Customer Service

View All Alternatives

User Insights

Average based on 40 real user reviews.

Perceived Cost

$$$$$

Alaa F.

Bilingual Customer Service Representative

Small-Business (50 or fewer emp.)

8/14/2024

Guest users or non-business users of the software, not included in G2 scores.

"Training the module as a benefit and asset"

4.5/5

What do you like best about Khoros Service?

The module is capable of generating good insights based on the data given. The diversity of getting more results "solutions" is so good compared to other modules that need plug-ins, structured analytical backgrounds, and a way of reporting. The integrated other tools help to make the good use of algorithm and semantic research, which each one has its own good-sides. My personal judgment that measures the good tool is by the multi uses and modestly modifications to see the needed outcome. Review collected by and hosted on G2.com.

What do you dislike about Khoros Service?

The interface seems too complicated for non-tech savvy people Review collected by and hosted on G2.com.

What problems is Khoros Service solving and how is that benefiting you?

It's giving me valid and correct shortcuts. Saving my energy to deep dive for a pitching method when it comes to hectic rush day. Tailoring approaches due to customer segments and types that so quickly achieving more revenue during campaigns. Saving the problem solving times. Giving combined approaches that needs more than a meeting to collect such a way. Review collected by and hosted on G2.com.

Vishal P.

Business Development Executive

Mid-Market (51-1000 emp.)

8/16/2024

"A tool for efficient Customer Support"

5/5

What do you like best about Khoros Service?

Many times in customer service, reps receive tasks that are unrelated or unfamiliar. This happens because the issue is not routed correctly. Khoros uses AI technology to route the issue. It also suggests some basic responses to reps. Sometimes it can even handle repetitive tasks. Isn't it amazing!!!? Review collected by and hosted on G2.com.

What do you dislike about Khoros Service?

Very High Prices, Hard to understand and use. We had to train new people a lot. Review collected by and hosted on G2.com.

What problems is Khoros Service solving and how is that benefiting you?

We were using it as a Customer Support Platform, to receive customer queries from all the different sites/channels to one single platform to improve the efficiency of our customer service. Khoros routes tickets and queries effectively. It also suggests some responses to reps. Also, team collaboration is easy on it. Review collected by and hosted on G2.com.

Atharv B.

frontend developer

Small-Business (50 or fewer emp.)

5/9/2024

"reliable and innovative solutions worth recommending"

5/5

What do you like best about Khoros Service?

I’ve tried using Khoros for some time now and I have to admit that I am really impressed. They pay attention to every detail and they are extremely committed to ensuring their customers are satisfied. Whether it’s the quick responses or innovative ideas or the warmth of everyone at work there; Khoros has never failed my expectations. If you want a reliable solution that works then I would advise for you try them out. By the way all my friends and colleagues will be aware about Khoros soon enough because of this! Review collected by and hosted on G2.com.

What do you dislike about Khoros Service?

I do not have any specific dislikes regarding photo services as far as I know, it was quite concise and precise Review collected by and hosted on G2.com.

Nitin V.

Small-Business (50 or fewer emp.)

5/15/2024

"maximising engagement with khoros"

4.5/5

What do you like best about Khoros Service?

Khoros have revolutionised our customer strategy with its comprehensive suite of tools. We have been able to seamlessly manage our social media, online communities, and message channels all in one place. The analytics provided have been invaluable in understanding our audience and tailoring our content to their needs. Review collected by and hosted on G2.com.

What do you dislike about Khoros Service?

While it offers many benefits, some users may find the pricing structure a bit steep for a smaller business or startup. Additionally, the initial learning curve to fully utilize all features might be challenging. Review collected by and hosted on G2.com.

Adhikant R.

Chief Marketing Officer

Small-Business (50 or fewer emp.)

5/13/2024

Guest users or non-business users of the software, not included in G2 scores.

"simplify social media management for our organization"

5/5

What do you like best about Khoros Service?

I mostly like about its integration across various communication channels. Khoros streamlines our customer interactions and helps in the management of our social media platforms in one place. Review collected by and hosted on G2.com.

What do you dislike about Khoros Service?

Everything is good but I've been facing some issues while using its user interface. Navigating from one feature to another sometimes feels hard. A more simplified user interface would increase more user engagement. Review collected by and hosted on G2.com.

What problems is Khoros Service solving and how is that benefiting you?

I liked everything about Khoros' service, but sometimes while engaging with our customers across multiple platforms, it was becoming difficult to maintain a clear view of their inquiries and preferences. Maybe I'm just starting and not familiar with this, that's why this problem occurs. Review collected by and hosted on G2.com.

Nikita S.

Mid-Market (51-1000 emp.)

5/6/2024

"Powerful platform for Social Media Talks"

5/5

What do you like best about Khoros Service?

Great platform to involve different stakeholders within the company it also offers user friendly operation with the flexibility to incorporate additional features tailored to your requirements making it suitable for both basic and advanced social media automation needs. Review collected by and hosted on G2.com.

What do you dislike about Khoros Service?

It should improve their interface and customer support as we are not getting the fastest solutions from the technology support team. Review collected by and hosted on G2.com.

What problems is Khoros Service solving and how is that benefiting you?

Khadoos social marketing helps our organisation with a social strategic services and it bridges the gap to communicate with end customer stakeholders through social media. And using social media we can collect monitor and analyse the customer interaction in market trends in real time so that we do branding and marketing accordingly. Review collected by and hosted on G2.com.

Simon A.

Insurance Account Handler

Mid-Market (51-1000 emp.)

8/22/2024

Guest users or non-business users of the software, not included in G2 scores.

"Awesome experience"

5/5

What do you like best about Khoros Service?

I can't describe how excited I am about the service I enjoyed from Khoros. Quality customer service and proper support throughout. Review collected by and hosted on G2.com.

What do you dislike about Khoros Service?

Everything is perfect there is nothing to dislike Review collected by and hosted on G2.com.

Meghan H.

Senior Technical Account Manager

Small-Business (50 or fewer emp.)

1/24/2024

"Best Enterprise Social Care Platform on the market"

4/5

What do you like best about Khoros Service?

Khoros (as a company) focuses heavily on the enterprise user experience in all their platforms. The customizable backend setup and how that flows into the front-end agent workflow is brilliant. Most of all, their onboarding and initial setup sessions are very helpful. Review collected by and hosted on G2.com.

What do you dislike about Khoros Service?

If I had to change anything, it would just be the granularity of the tagging in analytics. It'll be lovely to have a filtering system that allows you to properly deep-dive and compare all the tagging options. Other than that, it is a good platform overall. Review collected by and hosted on G2.com.

Verified User in Computer Software

Small-Business (50 or fewer emp.)

8/22/2024

Guest users or non-business users of the software, not included in G2 scores.

"Khoros Service User Experience"

3/5

What do you like best about Khoros Service?

The thing that I like the most is their 24 x 7 Omni Channel Service Review collected by and hosted on G2.com.

What do you dislike about Khoros Service?

The basic taste of AI is included but it needs to be updated with real-time AI. Also, it slows down the overall performance of the browser. Review collected by and hosted on G2.com.