TL;DR - Khoros
- Enterprise platform combining online communities, social media management, and digital customer service
- AI-powered omnichannel support with intelligent routing across social, chat, SMS, email, and phone
- Used by Microsoft, Samsung, Cisco, and 300+ large brands for customer engagement at scale
Pricing: Paid only
Best for: Enterprises & pros
4.0/5 across review platforms
What is Khoros?
Khoros is an enterprise customer engagement platform that combines online community management, social media management, and digital customer service into a unified solution. The Communities product lets brands build self-service support forums, discussion spaces, and knowledge bases that reduce support ticket volume, Zoom's community alone drives 8.6M page views. Khoros Service provides AI-powered agent tools with intelligent routing, automated prioritization, and omnichannel support across social media, chat, SMS, email, and phone. The Social Media Management module handles content publishing, governance, and compliance at enterprise scale. Used by Microsoft, Samsung, Cisco, T-Mobile, and 300+ organizations, Khoros is built for large brands that need to manage customer engagement across every digital touchpoint.
Available on: Web
Pros & Cons
Pros
- Unified platform for community, social, and customer service
- Proven at enterprise scale with 300+ major brand deployments
- AI-powered routing and automation reduce agent workload significantly
- Community self-service deflects support tickets at scale
- Comprehensive omnichannel coverage from one interface
- Strong governance and compliance features for regulated industries
Cons
- No public pricing, enterprise sales process required
- Steep learning curve due to platform breadth
- Primarily designed for large enterprises, not SMBs
- Implementation can take months for full deployment
- Interface can feel dated compared to newer competitors
Ratings Across the Web
4(252 reviews)
Ratings aggregated from independent review platforms. Learn more
Preview
Key Features
Branded online community with forums, Q&A, and knowledge baseAI-powered customer service with intelligent routing and prioritizationOmnichannel support across social, chat, SMS, email, and phoneSocial media content publishing and schedulingGovernance and compliance controls for social mediaCommunity gamification and reputation systemsAdvanced analytics across all engagement channelsAutomated chatbots and self-service deflectionAgent efficiency tools with AI-assisted responsesEnterprise-grade security and single sign-on
Pricing
Paid
Khoros offers paid plans. Visit their website for current pricing details.
Reviews
4.0/5
Across 252 verified user reviews on g2
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Khoros FAQ
How does Khoros help large brands manage customer support efficiently?
Khoros provides AI-powered agent tools that include intelligent routing and automated prioritization to reduce agent workload. It also offers omnichannel support across social media, chat, SMS, email, and phone, consolidating customer interactions into one platform.
Which teams would benefit most from using Khoros?
Khoros is best suited for large enterprise customer support, social media management, and marketing teams. It provides a unified platform for managing customer engagement across various digital touchpoints, ideal for organizations like Microsoft and Samsung.
How does Khoros compare to Agorapulse for social media management?
Khoros offers comprehensive social media management with strong governance and compliance features, designed for enterprise-scale content publishing. While Agorapulse also provides social media tools, Khoros integrates this with community and customer service into a single unified platform.
What kind of limitations should potential users be aware of with Khoros?
Khoros is primarily designed for large enterprises, meaning it may have a steep learning curve due to its broad platform capabilities. Its implementation can also take several months for full deployment, and public pricing is not available.
How is Khoros priced?
Khoros is a paid product and does not offer a permanently free tier. It requires an enterprise sales process to determine specific pricing, as it is tailored for large organizations.
Can Khoros help reduce customer support ticket volume?
Yes, Khoros's Communities product enables brands to build self-service support forums, discussion spaces, and knowledge bases. This capability is proven to reduce support ticket volume, with examples like Zoom's community driving 8.6 million page views.
Does Khoros offer tools for content publishing and compliance on social media?
Yes, the Social Media Management module within Khoros handles content publishing, governance, and compliance at an enterprise scale. This ensures large brands can maintain brand consistency and adhere to regulations across their social channels.
Source: khoros.com