In today’s digital world, customers demand faster and more convenient service. Most customers also prefer to self-serve for help. Yet 67% of customer inquiries globally still require agent involvement. That comes at a big expense to businesses since an agent interaction costs a hundred times more than self-service. Globally, companies spend $1.3 trillion annually on support calls, and lose another $1.6 trillion in revenue due to poor service. Enterprises keep investing to advance automation and self-service. But fragmented systems, teams, and processes make it hard to keep pace with customer expectations, especially with resource and budget constraints.
Khoros, a renowned leader in digital customer engagement software, has announced the launch of the patent-pending next-gen Khoros Customer Care Cloud. This innovative technology amalgamates bots, self-service knowledge, and agent support into a seamless conversational customer experience, harnessing the power of GenAI and automation to deliver prompt and accurate solutions to customers, thereby enhancing issue resolution rates.
"Today marks a pivotal moment for the future of customer service, and for our company," said Chris Tranquill, CEO of Khoros. "The Khoros Customer Care Cloud is not just promising efficiency. We're creating a paradigm shift where it’s feasible that up to 80% of customer problems can be resolved without a single agent, while delivering a game-changing self-service customer experience. This represents not just an evolution in customer service, but a shift that will make self-service the preferred option and deliver massive contact center savings."
