Khoros, a leading customer engagement software provider, as part of its Spring Innovation Release, has reportedly announced a new product, called Khoros Modern Chat, that further expands the company’s Khoros Care solution. This new product enables companies to chat live anytime or in real-time with prospects and customers.
Along with this chat option, the company also released new powerful functionality to the Khoros Care solution, with live utilization analytics for instant customer feedback and smarter resource planning to understand NPS/CSAT across different channels.
This new feature of Khoros Modern Chat integrated with the strong enhancements to the Khoros Care means Khoros consumers can enhance the consumer experience and also lower operational costs on digital channels, along with the inclusion of the #1 digital channel - the company website.
In this coronavirus crisis, consumer service volumes are greater than they have ever been, which is crashing several call centers. With support teams and contact center moving to remote work, they require digital-first solutions to help stressed and frustrated customers.
Khoros Modern Chat provides companies with the ability to chat with customers and prospects through their website, which is a company’s top-trafficked channel. As per a market study by the Customer Contact Week Digital, 76 percent of contact center leaders stated that live chat would become more crucial for their customer experience through the next five years.
General Manager, Khoros Care, Mike Betzer, stated that the company is thrilled to unveil Khoros Modern Chat in an effort to help enterprises cater to their consumers in the simplest way possible, through their website, which is very crucial in this time of crisis.
Betzer further added that more and more customers are frustrated by calling 1-800 numbers and being on hold for a subpar experience. Consumers expect digital options from customer service teams and contact centers. The company has developed a technology that would meet these high consumer expectations and also deliver the smart analytics and automation that help agents surpass them.