Electric scooter and bike maker Jetson has expanded its partnership with Khoros to leverage an Amazon Connect integration and employ stronger digital engagement capabilities to interact with customers across various channels. The move also enables the company to have unique reporting and smooth digital and voice channel control, all within one agent desktop interface.
Jetson has already been using Khoros's solutions for email, chat, social care, and conversational AI, while the Amazon Connect integration made it possible for the company to use voice for a true omnichannel experience. Because of its partnership with VoiceFoundry, Khoros was able to deliver voice capabilities to Jetson in a span of four weeks.
"At Jetson, we share our love for riding with thousands of customers across the country. We needed a technology partner that could scale with our growth and allow us to deliver best-in-class, 24/7 customer service." Beyond their software and services, what we found in Khoros is a true innovation partner that shares our passion for an omnichannel experience. After a year of discussion and partnership, Khoros helped us realize the last piece of that vision—voice—quickly, seamlessly, and successfully, "said Nancy Scanlon, chief experience officer at Jetson.
The partnership came about due to Jetson's need for a platform with more digital engagement possibilities, to interact with customers through different channels, along with having a more user-friendly agent experience.
The partnership with Khoros has allowed Jetson to support 200,000 customer service interactions through digital channels and voice, as well as to comprehensively report on agent activity and efficiency, and do real-time conversation analysis to boost service quality and customer satisfaction.
"Customer experience is one of the most critical differentiators for every brand—and can be costly if done poorly. At Khoros, we're proud to provide brands with the leading solution to improve and deliver cohesive and impactful CX. Jetson is an innovative brand enhancing how people ride, and it's been a privilege to power their digital transformation so they can extend that same experience off the road. We're excited to have launched voice to complete Jetson's omnichannel service vision and look forward to our continued partnership, "said Chris Tranquill, CEO at Khoros.
More about Khoros
Khoros is a platform for digital-first customer engagement with more than 20 years of experience, revolutionizing CX with software and services for digital care, messaging, chat, social marketing, and online communities. It helps more than 2,000 global brands connect with customers throughout their digital journey.
Amazon Connect is AWS's cloud-based contact center service platform, providing Khoros's AI with voice capabilities.Khoros has recently partnered with a unified cognitive platform to add federated search to Khoros-powered platforms used by online communities.