Khoros, the global leader in customer engagement software, announced its Spring Innovation Release, featuring a new product to expand the Khoros Care solution: Khoros Modern Chat, which enables brands to chat live in real-time or anytime with customers and prospects. The company also released powerful new functionality to its Khoros Care solution, including live utilization analytics for smarter resource planning and instant customer feedback to understand NPS/CSAT across channels. The launch of Khoros Modern Chat combined with the powerful enhancements to Khoros Care mean Khoros customers can improve the customer experience and reduce operational costs on digital channels, including the #1 digital channel—the brand’s website.
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“We’re excited to launch Khoros Modern Chat to help businesses serve their customers in the easiest way possible—on their website—which is critical during this time of crisis”
In this COVID-19 crisis, customer service volumes are higher than ever and crashing many call centers. With contact center and support teams shifting to remote work, they need digital-first solutions to support frustrated and stressed customers. Khoros Modern Chat gives brands the ability to chat with prospects and customers on their website—their top-trafficked channel. According to a market study by Customer Contact Week Digital, 76% of contact center leaders say that live chat will become more important to their customer experience over the next five years.
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“We’re excited to launch Khoros Modern Chat to help businesses serve their customers in the easiest way possible—on their website—which is critical during this time of crisis,” said Mike Betzer, General Manager of Khoros Care. “More and more people are frustrated by calling 1-800 numbers and waiting on holds for a subpar experience. Customers expect digital options from contact centers and customer service teams. We’ve built the technology that will not only meet these high customer expectations, but also delivers the smart automation and analytics that help agents exceed them.”
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