Launching Khoros Modern Chat

Khoros Alumni (Retired)

In this COVID-19 crisis, your customer service volumes are higher than ever and crashing many call centers. With contact center and support teams shifting to remote work, you need the ability to chat live with prospects and customers on your website—your top-trafficked channel.

But, consumers are frustrated and stressed, and they certainly don't need chat technology that worsens their experience.

With Khoros Modern Chat, customers and agents can chat live in real-time or anytime (on-the-go) on any device while maintaining full conversation history. This provides immediacy, flexibility, and convenience for both the customer and the agent. 

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Our Product and Engineering teams have been working hard on Modern Chat for almost a year, and today is a really exciting day for all of us. @JustinF, lead Product Manager for Modern Chat, said "Web chat was a natural next step for Khoros. We designed this to make it really easy to administrate and use. Maximum self-service. We aimed to simplify the complex without a loss of flexibility. And this is just the beginning." 

@AdamCo, head of Product for Khoros Care, said "Customers have been impressed when they see Modern Chat in action, and it's really gratifying that they are even happier using it. This is such an important time for good customer service, and I love being part of the solution." 

Additional features of Khoros Modern Chat include:

  • Greater agent efficiency: Khoros Modern Chat is another channel in Khoros Care, allowing agents to efficiently handle more conversations to provide customers a better experience. 
  • Easy-to-configure rules: With Khoros Modern Chat, set proactive rules to throttle chat discovery based on any of your data, such as time on page, browser, location, and more. 
  • Automation: Khoros Modern Chat offers customer-facing automation (welcome messages, pre-chat messages, triage, etc.) and AI-powered workflows that resolve inquiries faster and more accurately. 
  • Rich content: With Khoros Modern Chat, brands can have richer, interactive conversations that include any attachment (video, images, links, etc.) and emojis. 

With this launch comes more metrics to measure agent performance and customer experience. This includes live utilization analytics for smarter resource planning and instant customer feedback to understand NPS/CSAT across channels.  

For Khoros customers wanting to learn more, check out this demo video or contact your Khoros account team.