Khoros Expands Its Care Product with Trustpilot Integration

Khoros has partnered with the review platform Trustpilot to help brands enhance their customers' experiences and boost satisfaction by decreasing the time needed to address their inquiries on the Khoros platform.

“Our partnership with Trustpilot is an exciting moment for Khoros and our customers. Brands need to meet their digitally savvy consumers with a quick and seamless experience. As the leading customer review platform in Europe, integrating Trustpilot strengthens our customer's holistic omnichannel management. Convenience and speed are key to driving success with customer engagement, so we are thrilled to be at the heart of innovation in this space,” said Chris Tranquill, CEO of Khoros.

The integration allows Khoros users to access a unified interface within Khoros Care to monitor, review, and promptly respond to customer feedback published on Trustpilot. This may be especially useful for social teams managing brand reputation and social care, as well as contact centers handling large volumes of customer engagement across various channels. With this integration, Khoros Care's capabilities as a comprehensive engagement tool are further strengthened.

In addition, the partnership enables businesses to leverage Khoros's analytics tools to analyze and interpret the sentiment behind Trustpilot service reviews. This allows them to compare these reviews with feedback from other customer service channels and obtain valuable insights. With these insights, businesses can transform their customers into advocates for their brands.

“Trustpilot plays a pivotal role in helping businesses utilize their reputation to drive growth, and we have found a great partner in Khoros. By allowing mutual customers to engage with Trustpilot reviews within Khoros Care, we accelerate our shared mission to provide simple solutions that create lasting customer advocacy. We are excited to see how our mutual customers utilize this integration to build stronger digital communities,” said Briarley Laban, Senior Director of Technology Partnerships at Trustpilot.

Trustpilot has joined a growing list of channel brands that can manage customer interactions via Khoros. This list already includes platforms such as Google Business Messages, Apple Messages for Businesses, WhatsApp for Businesses, and Facebook Messenger.

At the beginning of the year, Khoros announced the expansion of its leadership team with three new executive appointments.