Khoros is doing everything we can to support our customers’ efforts surrounding the COVID-19 pandemic. During this crisis, we are all acutely aware of the additional challenges and importance of good customer service. Join us for a webinar and live Q&A, to learn practical strategies and recommendations to best support your customers during a public health crisis. This event is exclusively for Khoros Care customers. Allison Fasching, an award-winner customer service leader and customer experience consultant, will share a Khoros Care playbook to support your customers in the midst of a COVID-19 pandemic, including:
Practical strategies for using automation and adjusting workflows to handle volume spikes
Recommendations on using and promoting digital channels if call centers face staffing challenges
Considerations and implications of remote working environments for agents and supervisors
Choose the best time for you:
Webinar — March 19: 8:00 am CT | 1:00 pm GMT
Webinar — March 19: 11:00 am CT | 4:00 pm GMT
Webinar — March 19: 7:00 pm CT | March 20: 11:00 am AEDT
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Modernizing Your Contact Center Webinar
Featuring Kate Leggett from Forrester
Why we made this webinar
Customers communicate digitally with everyone in their lives; why should it be different with businesses? As digital channels continue to proliferate, brands need to adopt new ways of communicating with their customers. Today, companies offer, on average, seven channels. This is projected to grow to 12 over the next year.
Learn how to evaluate and strategically implement new digital channels to connect with your customers on their channel of choice and in their moment of need — in the same way they communicate with those closest to them.
Who it’s for
We made this webinar with transformational Contact Center, Customer Care and Customer Experience leaders of enterprise-level businesses in mind.
Our speakers include Kate Leggett, VP, Principal Analyst at Forrester, and Allison Fasching, Customer Experience Consultant at Khoros. Kate is a leading expert on customer relationship management and customer service strategies, maturity, benchmarking, governance, and ROI. Allison is an award-winning customer care leader recognized for creating operational efficiencies and implementing digital-first customer strategies.
What you’ll learn
In this webinar we’ll dive deep into these four questions:
Why is it important to be where your customers are?
How do you measure the quality of service delivered over digital channels?
With the rise of digital engagement, how do you forecast your staff?
What are the best practices for adding new care channels?
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Hi @StanGromer Thank you for your comment! Khoros Bot is an add-on product to Khoros Care. We offer a managed service to launch and optimize the bot (not a self-serve tool to create your own bot). Does this answer your questions?
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We are thrilled to announce today’s release of Khoros Bot, our chatbot now available in Khoros Care.
Building on the intelligence in Khoros Care today--like automatically flagging inbound posts as “actionable” for prioritized routing and also analyzing sentiment , Khoros Bot is the next stage in our AI journey .
AI is absolutely critical as customer service departments become digital-first. According to Forrester, the three megatrends for customer service in 2020 all revolve around AI, " leveraging automation, data, and agents together to exploit each of their unique strengths ."
Khoros Care flexibly integrates with Khoros Bot — and any bot provider(s) — to facilitate resolution reporting and conversation continuity between agents and bots across a broad set of messaging channels — including in-app messaging, WhatsApp, Apple Business Chat, Facebook Messenger, WeChat, Twitter DM, among others. By automating predictable parts of the customer conversation, you can shorten time to first response, deliver better customer experiences, and free agents to focus on resolving complex issues.
Khoros Bot is ready-to-use and can be deployed within weeks for many critical customer care use cases, including:
Welcome Chatbot : Greet consumers, indicate support hours, or offer expected speed-of-answer.
Triage Chatbot : Do upfront legwork to determine consumer intent, gather initial information, and hand off context to agents for faster resolution.
Top Issue Chatbot : Fully automate resolution for the top volume drivers.
Conversation Management Chatbot : Automate select workflows (such as make a payment, track a shipment, etc.) across conversations.
Getting a successful bot initiative off the ground (or re-booting an existing initiative) should involve thoughtful cross-functional planning and analysis, which is why Khoros also offers expert guidance on bot strategy through Khoros Strategic Services . Working as an extension of your team, Strategic Services creates the right plan for bots to best represent your brand to customers and deliver ROI, including:
Volume driver analyses to identify common patterns and which conversations can be automated.
Toolkit creation with brand voice, implementation workflows, and agent handoff process recommendations.
Post-launch performance audit and optimization.
Khoros Bot is an exciting milestone in our continuing AI journey. We are here to partner with you on your optimal bot strategy and help you achieve fast time to value in automated engagements.
Please reach out to your Khoros Account Team or request a demo for more information.
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