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Khoros Acquires Topbox, Aims to Improve Customer Interactions

Customer experience became a top priority for companies in 2020. In 2021, companies still have to keep high quality customer interactions.

David Pepin

Customer engagement software company Khoros has announced its acquisition of Topbox, a move designed to enhance the company’s capabilities in customer experience markets.

Topbox, known for its enterprise customer experience analytics software, joins the Khoros tool belt of digital customer engagement resources in 2021. The move is designed to help Khoros deliver comprehensive and valuable experiences to their customers.

“Topbox is an incredible company with a great product, and I am excited to welcome Topbox to Khoros,” said Jack Blaha, CEO, Khoros. “Last year accelerated the push toward digital transformation and amplified the criticality for brands to be better connected to the voice of the customer. With the insights Topbox delivers, and the continued support from Vista and our other investors, Khoros’ platform is strongly positioned to empower more brands to communicate with their customers more effectively. Our vision is to help companies create customers for life, and that starts with great customer engagement — Khoros combined with Topbox makes that vision a reality.”

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Customer experience quickly became one of the top priorities for marketers during the pandemic. Consumer expectations changed dramatically, and this move helps Khoros stay competitive and launch meaningful engagements.

Topbox’s use of agnostic aggregation data gathered from customer engagements helps expand Khoros’ insights into their customer behavior. By taking advantage of artificial intelligence and Natural Language Processing, Khoros positions themselves to personalize connections with consumers.

Some of the interactions the software pulls data from include emails, social media, and surveys.

“Today marks the beginning of a new chapter for Topbox, where we will further our mission in providing businesses with innovative technology to listen to their customers, when and where they talk about their experiences,” said Chris Tranquill, CEO of Topbox.

“There are thousands of organic conversations happening every day that contain business-changing insights, and we’re thrilled to join forces with Khoros to deliver actionable insights and even more value to customers.”

The move is designed to facilitate growth in 2021 and help Khoros connect with their audience with better engagements. Assisting with the funding is Vista, a global investment firm that focuses on software and data technology companies.