Your customer experience team is no stranger to attrition — It's a tough gig! But the past two years have taken things to a new level of stress and burnout for your team. It doesn't stop with your frontline either. Leaders and executives, especially in the contact center, are struggling to backfill empty seats and train incoming employees — and they're paying mightily for it. The bad news is that these trends will probably continue, and possibly even increase, in 2022...
But you know we have your back. Our latest release delivers new tools that will help you keep employees — and customers — happy for years to come.
Here' what's new:
Our new Agent Assist feature, which is already available to early access customers, dramatically reduces the time to handle customer inquiries, deliver accurate resolutions, and even the time needed to train new agents. Powered by Natural Language Processing (NLP), Agent Assist delivers agents real-time recommendations for troubleshooting Guides and Community Knowledge articles.
Agents are the most valuable resource in your contact center, and that’s where you should focus your investment. A contact center is only as good as the people interacting with customers. However, a close second in terms of contact center value is AI. And if you paid attention to the last release, you know we’re into making AI easy.
Well, we really think we’ve outdone ourselves this spring with “zero-training” intent-based automation that’s easily-configurable to your business. That means no need for massive data lakes or specialized manpower to launch bots. You can find this approachability woven into our existing platform AI, and even driving our new Agent Assist tool.
Synchronous Agent Mode
Part of a glowing customer experience is meeting the customer where they are — when they’re available. These days, it’s hard to anticipate either of those. That’s why we’ve created Synchronous Agent Mode, which automatically prioritizes live web chats for your agents so they can easily see — and quickly serve — those customers expecting a real-time conversation. Available for early adopters, this new agent mode can help your contact center balance customer demands for both synchronous and asynchronous interactions — a crucial capability for any digital-first customer service organization.
Playing a game of Eye Spy shouldn’t be part of any workflow in your contact center. With the Cobrowse integration, an agent and customer can simultaneously navigate a webpage in real-time, enabling the agent to easily see where the customer is struggling and quickly help them resolve the customer’s issue.
Voice Integration into Khoros Care vis Amazon Connect
We heard you loud and clear. We listened to you. This release, we’re adding something that is off the hook! Okay, enough with the puns. If you haven’t guessed already, we’re now adding voice support to Khoros for Contact Centers through our new integration with Amazon Connect. Available to early adopters, brands can now offer customers the ability to connect on any channel they choose. Plus, agents can handle voice interactions in the same, familiar Khoros interface they use to handle digital channels. With the addition of this voice integration, Khoros is closing the omnichannel loop!
ICYMI These features released recently, but just in case you missed them...
Care customers can now use Secure Forms to enable agents to easily collect sensitive data such as addresses and credit card information without the security concerns that come with your typical communication channels. They don’t even have to leave the messaging channel to do it. Give your customers that peace of mind they need.
Marketing Monitor Walls
SMM customers can now share and view interactive Marketing Dashboards outside the platform without the need for a login. Showoff your beautiful dashboards and fire up the collaboration machine.
Contact Center Subfolders
SMM customers can now create subfolders in the Content Center to help users better organize and manage their content. With an organized Content Center, users can work more efficiently to get content to your customers in less time.
Marketing Comparative Analytics
SMM customers can now compare the performance of specific time periods to one another in Marketing Dashboards. With a more granular view of success, you can now make more informed decisions with your social marketing strategy.
AI Orchestration (Monitor Bot)
Care customers can now pass all conversation-level utterances to Flow in real-time. This means real-time conversations with agents can be tagged, routed and prioritized based on an ongoing, live conversation.
Modern Chat (User Page History)
Care customers can now track the browsing history of customers that interact with your brand using Modern Chat. Users can view a customer's history while handling a Modern Chat conversation. Agents will now be equipped with the context they need to deliver fast, accurate resolutions.
Reach out to your Customer Success Manager if you are interested in learning more about these features. Want to know what's next? For current customers, please register to attend our Roadmap Webinar on May 17th*, and see for yourself how Khoros is innovating better experiences for you and your customers. *Separate EMEA webinar to be held on on May 18
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No matter where you are right now, the seasons are changing — And your award-winning customer engagement platform is no different. Even after a year and a half of meeting your customer's needs under challenging and ever-changing circumstances that the pandemic has brought, we understand that providing your employees with the tools and knowledge to solve a multitude of new customer issues continues to be a huge priority.
As part of this year's Autumn Innovation Release, we're focused on empowering digital frontline workers to deliver better customer experiences easily and securely. Build AI-powered chatbots more painlessly than ever, connect with your peers at the drop of a link, create simple and secure interactions, and ultimately build trust with your customers and prospects.
Here' what's new:
Self-service chatbot platform
Although this is only available for early access customers right now, it merits going first. This platform enables non-technical employees to easily customize chatbots, no coding necessary. This means the ability to build more efficient customer service flows to connect people and knowledge more quickly — all in the hands of the people on the front lines of communicating with your customers.
Zoom integration in Community events
Community Events on the Khoros platform just hit a new level. We know you’ve probably been on Zoom quite a bit in the past 18 months (so have we!) and now we’re bringing the power of Zoom to community events. Easily embed Zoom meetings or webinars into events so people can watch and interact live via Zoom chat, Q&A, or emojis — and continue threaded discussions and network via the Community. Bringing the world of live video together with Community Events helps recapture that lost informal interaction that was the best part of in-person events. Learn more here.
Listen up, digital contact center folks! Ever had to get some secure information (an account number, a birthdate, etc.) from your customers during a customer service interaction? It used to be a real pain to do so securely — but not anymore. With secure forms in the Khoros platform, agents can easily collect sensitive data without the security concerns that come with your typical communication channels. They don’t even have to leave the messaging channel to do it. This one is also just for our early access customers — for now.
Private message escalation
This new feature for Communities built on the Khoros platform gives superusers (or whoever you choose) the option to escalate a question or comment to the right person who knows how to respond. That’s right: even the community superusers we love so much sometimes don’t know the answer to a question, but they can still help you cut down on time and increase customer satisfaction by directing inquiries where they need to go.
The best part? This type of escalation is flexible! You can choose to escalate posts that haven’t been answered for a certain time, posts where AI detected profanity or abuse, or even posts from first-time community members or special customers. With private message escalation, there are so many new ways to flexibly handle a wide variety of customer posts with specific resources. Learn how Khoros customers have found success with this feature.
Reach out to your Customer Success Manager if you are interested in learning more.
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