Khoros, a global leader in digital-first customer engagement software, today announced an expanded partnership with Jetson, a leading innovator of e-mobility products including electric bikes, electric scooters, and hoverboards. With today’s agreement, Jetson completes its omnichannel customer service vision by leveraging the Khoros platform for its digital contact center combined with Amazon Connect integration. The company now has the benefit of seamless orchestration of digital and voice channels and out-of-the-box reporting within an agent desktop interface.
Jetson’s partnership with Khoros began using its digital contact center solutions (including social care, email, chat, conversational AI, and automation) and social media management. This month, Jetson added voice via Amazon Connect to its mix of support channels to provide a true omnichannel experience for customers and agents. Partnering with VoiceFoundry, a TTEC Digital company specializing in providing cloud-based enterprise contact center solutions, Khoros implemented voice capabilities into Jetson’s existing workflows in less than four weeks.
With a rapidly growing customer base, Jetson needed a platform with stronger digital engagement capabilities to engage with customers across multiple channels and an easy-to-use agent experience to empower his team to work more efficiently. In addition to offering more robust functionality, Khoros was chosen for its purpose-built omnichannel customer engagement platform, which unifies its digital and voice support channels into a single pane of glass.
“At Jetson we share our love of motorcycling with thousands of customers across the country. We needed a technology partner that would grow with our growth and enable us to provide world-class customer service 24/7,” said Nancy Scanlon, Chief Experience Officer at Jetson. “Beyond their software and services, we have found in Khoros a true innovation partner who shares our passion for an omnichannel experience. After a year of discussion and partnership, Khoros helped us deliver the final piece of that vision – Voice – quickly, seamlessly, and successfully.”
Through this partnership, Jetson has supported 200,000 customer service interactions across digital channels and voice on the Khoros platform. Additionally, with Khoros’ advanced data and analytics capabilities, Jetson can now generate holistic reports on agent efficiency, activity, and real-time call analytics for agents and managers for deeper insights into service quality and customer satisfaction.
“Customer experience is one of the most important differentiators for any brand – and can be costly if done poorly. At Khoros, we pride ourselves on providing brands with the leading solution to enhance and deliver cohesive and impactful CX,” said Chris Tranquill, Managing Director at Khoros. “Jetson is an innovative brand that improves how people drive, and it has been a privilege to drive their digital transformation forward so they can take the same experience off-road in our ongoing partnership.”