Item: Khoros Marketing
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Our social media and customer service teams use Khoros Marketing to monitor and track our ROI on our owned social media channels to report back to leadership. Our customer service team use it to interact with customers and assist with solving customer issues. Khoros allows the CS team to track conversations and streamline efforts, resulting in faster response time to customer inquiries.

Pros and Cons

Analytics.
Social listening (Intelligence).
Easy to understand user interface.

Connection to paid analytics (specifically Twitter).
Custom metrics can't be added to analytic dashboards.

Return on Investment

Streamlined reporting (saving time).
Improved managing our posts across channels.
Improved collaboration between U.S. and International teams.

Customer Support

Although I do not work on the customer service team, they have reported to the social media team that Khoros has improved their response time for answering customer inquiries. Khoros has also simplified their process for tracking customer issues, and has also improved their ability to assign certain customer issues to specific members of their team.

Brand Management with Khoros

Our team utilizes the Inbox feature within Khoros to monitor our feeds, and to make sure customer issues are being addressed. We also use Intelligence to track a certain conversation on social and how our brand is being mentioned within that social trend. We use this information to inform whether or not we pause publishing [of] a campaign on a specific channel to cut down negative mentions/sentiment.

Key Insights

Do you think Khoros Marketing delivers good value for the price?

Yes

Are you happy with Khoros Marketing's feature set?

Yes

Did Khoros Marketing live up to sales and marketing promises?

Yes

Did implementation of Khoros Marketing go as expected?

Yes

Would you buy Khoros Marketing again?

Yes

Support Rating

Whenever I have an issue with publishing or managing users, I am able to reach out to a specific person on the Khoros Marketing team to assist. My issue is usually resolved within a few hours or the next day. If the issue is more complicated, there has never been a problem with getting a Khoros Support Team member on a conference call to share my screen to demonstrate the issue, and they can then help troubleshoot in real time.

Usability

Khoros Marketing is very user-friendly and easy to navigate. The calendar visibility is the view I use most so I can see all posts going out on all of our channels. It allows us to time posts in a proper cadence so we don't overlap with other pressing content.

Likelihood to Recommend

I recommend Khoros Marketing to other colleagues at my company when they are looking to gain access to high-level social media metrics to report back to their teams. Being able to give an "Analytics Only" license to some employees has been helpful to those teams and for the social media team, as it cuts down on the amount of metrics requests. Also giving Intelligence access to appropriate employees has helped teams get better insight to social media as a whole, without having to loop in our team first.

Khoros Marketing is a Great Solution for Your Social Media Needs

Modules Used

Overall Satisfaction with Khoros Marketing (Formerly Spredfast + Lithium)