Social media and reviews are important channels for both customers and brands. Customers expect them as feedback options, and they have high expectations around response times. How smoothly these processes go have implications for overall CX, not just for the one person leaving a review but for all those considering a product or service purchase. Reviews also give brands another flow of data, broadening the customer view. However, companies must be responsive to customer feedback received via reviews or risk customer dissatisfaction.
Related Article: Research Points to the Importance of Online Reviews
Digital customer engagement platform Khoros announced it has integrated review platform Trustpilot into Khoros Care, bringing efficiencies to brands managing reviews and social care. By bringing Trustpilot into the Care solution, Khoros users can monitor, review, and respond to the customer feedback that is received via Trustpilot as soon as it is published through a single interface within Khoros Care.
The integration will also bring the ability to apply Khoros’ analytics to the Trustpilot service reviews to uncover and understand customer sentiment. Reviews can also be compared against other customer service channels to gain other insights.
Briarley Laban, Senior Director of Technology Partnerships at Trustpilot, says,“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.”
Khoros has been enhancing its Care product by expanding the list of channels available for brands to oversee consumer interactions. These channels now include Google Business Messages, Apple Messages for Businesses, WhatsApp for Businesses, Facebook Messenger, and now Trustpilot.
Related Article: Khoros, EveryoneSocial Combine Digital Customer Engagement, Employee Advocacy
Khoros also announced a partnership with Cerby, a cybersecurity provider focused on protecting applications that lack support for identity and security standards. This partnership will bring advanced security features such as single sign-on (SSO) directly into social accounts and ad accounts for Khoros and Cerby customers.
Belsasar Lepe, co-founder and CEO of Cerby, says, “Cerby protects direct access to social media and ad accounts for Khoros customers. We’re honored that Khoros, who powers over 550 million digital engagements per day, chose Cerby as a social access management and security partner. We understand the challenge of managing multiple social accounts, brands, and dozens of users — especially given how fast login and authentication paths can change across this ecosystem.”
Cerby will be available as an added feature for Khoros customers starting July 1.
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
