Software: Khoros

Category: Digital Customer Engagement & Community Management Platform

Primary Use: Social media management, online communities, and customer service automation

Developer: Khoros, LLC

Starting Price: Custom pricing (enterprise quote-based)

Free Trial/Plan: Demo available

Platform: Web-based (cloud)

Official Website: khoros.com

Khoros is a cloud-based digital customer engagement platform designed to help enterprises manage social media interactions, online communities, and customer support conversations. The platform focuses on large-scale engagement, moderation, and analytics.

What Is Khoros?

Khoros is a SaaS customer engagement platform formed from the merger of Lithium Technologies and Spredfast in 2018. It provides tools for social media management, digital care, and branded community platforms.

The system centralizes customer conversations across social networks, messaging apps, and owned community forums. It is structured primarily for enterprise organizations managing high engagement volumes.

Khoros operates entirely online and integrates with enterprise systems.

Who Uses Khoros?

Khoros is commonly used by global brands, telecommunications companies, financial institutions, retail chains, hospitality groups, and large customer support teams. It is particularly suited for enterprises managing complex customer interactions across multiple digital channels.

Customer care teams use Khoros to respond to social media inquiries. Community managers use it to build and moderate branded online communities. Marketing teams use it to publish and monitor social campaigns.

Core Features

Khoros provides multi-channel social media management tools that allow users to schedule posts, monitor mentions, and manage engagement across platforms such as Facebook, Instagram, LinkedIn, Twitter (X), and other networks.

The digital care module centralizes customer service conversations from social channels and messaging apps into a unified inbox. Conversations can be routed, assigned, and tracked within the platform.

Online community management tools allow brands to create branded forums where customers can ask questions, share feedback, and interact with other users.

Automation features support chatbots and AI-powered response suggestions for customer service efficiency.

Analytics dashboards provide metrics such as response times, engagement rates, sentiment analysis, and community activity trends.

Moderation tools allow administrators to manage user-generated content and enforce community guidelines.

Integrations and Compatibility

Khoros integrates with CRM systems, customer service platforms, and marketing automation tools. It connects with major social networks via official APIs.

API access is available for enterprise-level integration and customization.

Implementation may involve integration with internal IT systems and data platforms.

Khoros is accessible via web-based dashboards and may offer mobile access for engagement management.

Pricing Structure

Khoros offers custom enterprise pricing based on selected modules, number of users, engagement volume, and contract scope. Pricing is quote-based and not publicly listed.

Different packages may include social media management, digital care, community platform, and analytics modules.

Billing terms are structured according to enterprise agreements.

Advantages and Limitations

Khoros provides enterprise-level customer engagement and community management tools. Its multi-channel digital care capabilities support large customer service operations.

However, pricing is typically suited for large enterprises rather than small businesses. Implementation may require technical resources and onboarding support. Feature access depends on selected modules.

Alternatives to Khoros

Several platforms provide similar enterprise engagement functionality. Emplifi offers social media management and listening tools. Sprinklr provides unified customer experience management. Zendesk supports customer service ticketing and messaging. Hootsuite offers social publishing and monitoring.

Each alternative differs in pricing structure, community features, and customer service automation capabilities.

Frequently Asked Questions

What does Khoros do?

Khoros is a digital customer engagement platform that supports social media management, online communities, and customer care automation.

Is Khoros cloud-based?

Yes. Khoros operates as a web-based SaaS platform.

Does Khoros support online communities?

Yes. Branded community forums are a core feature.

Is pricing publicly available?

No. Pricing is enterprise-level and quote-based.

Who typically uses Khoros?

Global brands and enterprise customer service teams commonly use the platform.

Key Takeaways

Khoros is a cloud-based enterprise customer engagement platform designed for large organizations managing social media, digital care, and branded online communities. It includes automation tools, analytics dashboards, moderation features, and CRM integrations. Pricing is custom and structured for enterprise deployments.