Likelihood to Recommend I used Adobe Social when I use to have my own business on social media. After many months I was having no success in finding the correct clients for my products. Using Adobe Social I was able to market and discover different ways of searching for the correct clients and later on helped my business grow.
Read full review Khoros (Formerly Spredfast + Lithium)
Less Appropriate Scenarios- A fintech company has highly specialized or industry-specific workflows that are not easily accommodated within the standard capabilities of Khoros Care. In such cases, the platform may be less appropriate for businesses with extremely unique processes that require a high degree of customization. Well suited- financial institutions face a high volume of customer inquiries related to account management, transactions, and security concerns. Khoros Care's security features, automation capabilities, and integration with banking systems make it suitable for managing customer interactions in the financial services sector.
Read full review Pros Adobe Social lacks strengths, as I believe Adobe themselves have acknowledged, given their decision not to continue support or development. But if I need to list three strengths, the first would be it can publish to some social media platforms with a success rate of over 50%. If that's a strength. It has workflow processes, but they are over-complicated and poorly designed. It has some basic analytics, but Adobe consultants usually recommend referring to Adobe Analytics instead. Which is great if you actually use Adobe Analytics. Read full review Khoros (Formerly Spredfast + Lithium)
Tagging system - it's possible to add a wide variety of labels and categories Search feature - being able to find users by conversation number, username, or keywords makes it easier to navigate old conversations Easy system for assigning conversations to other users When you claim a conversation, it gets removed from the queue. This is much more visually explicit than Khoros Marketing's queue, for example, where all content remains visible in the queue and a bookmark gets moved around to distinguish the point where other users left off Read full review Cons It would be great if Adobe scheduled video uploads for Twitter. A time change in a social post automatically puts the post back to Level 1 of approvals. It can be a big hassle to have to start the process over for such a small change. Adobe uses a different algorithm to measure engagement our company does. It would be great to upload your own algorithm into Adobe. Read full review Khoros (Formerly Spredfast + Lithium)
I would like to be able to see deleted comments/tweets so we can look into the issues. I would like to be able to better customize dashboards for our exact metrics. Some things previously available in Spredfast are no longer available in Care. Read full review Likelihood to Renew I wasn't in charge of making the actual management decision, but I would absolutely renew Adobe Social. As I mentioned, it provides strong and in-depth analytics and listening tools. The reports that it generates are very thorough and easy to read. I loved the platform and would recommend it to anyone
Read full review Khoros (Formerly Spredfast + Lithium)
Simply, there isn't anything on the market that is quite as personable as Khoros Care. After using a few different client messaging systems, this program gave the closest feel to in-person interaction that we could get during the COVID-19 epidemic and is an important part of our agency still to this day in 2023.
Read full review Usability The reason why I give this rating is that the overall platform is simple to use. You don't need to be tech-savvy or have a vast understanding of how to work a marketing tool. It is very simple to use compared to different platforms and you learn a lot of different ways to build your business.
Read full review Khoros (Formerly Spredfast + Lithium)
The ability to auto tag, manually tag, make notes, and "snooze" posts is extremely helpful. The efficiency of the work flow for agents is also a huge plus. It keeps agents moving quickly and prioritizing responses for the cases that need it most.
Read full review Reliability and Availability Khoros (Formerly Spredfast + Lithium)
No issues.
Read full review Performance Khoros (Formerly Spredfast + Lithium)
No issues.
Read full review Support Rating The reason why I give this a 9 out of 10 in terms of support is because of the mobile app functionality. I have had many issues in terms of logging in and also loading pages. The app overall is easy to use but at what cost? Other than that it is great and I still enjoy Adobe Social.
Read full review Khoros (Formerly Spredfast + Lithium)
Khoros Support has always very responsive and helpful when it comes to getting my issue/inquiry addressed. Their ticket portal is great for tracking any open tickets and they can be updated via the portal or by responding to the email thread. Support reps are always extremely knowledgeable and care about getting you taken care of
Read full review In-Person Training Khoros (Formerly Spredfast + Lithium)
The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.
Read full review Online Training Training was long and a little confusing. While a number of features carried over, they were still covered in this elongated training. It would have been nice to have training tailored to experience level with the product.
Read full review Khoros (Formerly Spredfast + Lithium)
Implementation Rating The implementation was done during our POC. We had a very mixed experience here, and have had some issues arise since based on the way the tool was implemented. An Adobe employee went ahead and made a change to our account that was unauthorized (helpful for our implementation) which caused issues in on boarding another team who needed the same change, but could not get it done without costly Adobe certification
Read full review Khoros (Formerly Spredfast + Lithium)
Implementing the platform was not a big hassle for our client, it was seamless and easy we just had to follow a few steps and it was done. Just scaling was a bit of an issue but it got resolved with time and a bit of effort at both ends
Read full review Alternatives Considered Hootsuite Enterprise is superior in many ways, but the biggest factor is probably that it is constantly evolving and adding new features, working directly with social media companies ahead of new releases. Adobe seems to have stopped developing their product.
Read full review Khoros (Formerly Spredfast + Lithium)
Khoros is more than just a platform for social publishing. No other competitor provides the in-depth moderation and social listening services that they do. If you're looking for a one-stop-shop of a platform for all things social, this is the tool to be using. Others are better in usability and innovative functionality.
Read full review Scalability Khoros (Formerly Spredfast + Lithium)
Of course as the company grows owing to its growing customer base, they need to think of out-of-the-box solutions to offer its clients and customer satisfaction is one of them. Retention is very much needed in competitive environment like today and hence it becomes imperative for companies to find different ways to reach their client basis and fix their issues
Read full review Return on Investment Although we chose Adobe Social believing it could provide ROI metrics we could not get elsewhere, that turned out not to be the case. Site Catalyst can give us everything we need without Adobe Social Adobe Social did not create greater efficiencies and speed up our activity within social media. In fact, it has done the oppposite. It is very cumbersome with little clear benefit. Read full review Khoros (Formerly Spredfast + Lithium)
We have seen a positive shift of customers from reaching out to the Call Centre to the Social Care Team. Monthly and Annual Reporting to keep track of performance and stats related to the team has been much easier to highlight areas for improvement (month2month and anually) CSAT/NPS Survey results have increased via Khoros Care in comparison to the Call Centre. Read full review ScreenShots