42 Ratings
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Top Rated
64 Ratings
42 Ratings
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Score 7.8 out of 100

Khoros Care (Formerly Spredfast + Lithium)

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Top Rated
64 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Likelihood to Recommend

Adobe Social

Adobe Social is not well suited to any type of social publishing, reporting or listening, particularly on a large scale within a major enterprise. It can, on occasion, completely fail to do what is asked of it. Customer support is slow and representatives often don't even read the ticket properly and ask questions answered by the ticket.
Anonymous | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

I highly recommend Lithium SMM for large social customer service teams or organizations that are looking to build/grow their teams. The use of automation to route inbound posts to appropriate work queues allows us to let the system to much of the routing work for us, allowing our Representatives to focus on providing timely responses to our Customers.
Rob Hahn | TrustRadius Reviewer

Feature Rating Comparison

Listening/monitoring

Adobe Social
2.3
Khoros Care (Formerly Spredfast + Lithium)
Boolean keyword searches
Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)
Filtering out noise/spam
Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)
Sentiment analysis
Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)
Broad channel coverage
Adobe Social
3.0
Khoros Care (Formerly Spredfast + Lithium)

Publishing

Adobe Social
3.0
Khoros Care (Formerly Spredfast + Lithium)
Content planning and scheduling
Adobe Social
4.0
Khoros Care (Formerly Spredfast + Lithium)
Audience targeting
Adobe Social
3.0
Khoros Care (Formerly Spredfast + Lithium)
Content optimization
Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)
Workflow management
Adobe Social
3.0
Khoros Care (Formerly Spredfast + Lithium)

Engagement

Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)
Automated routing and prioritization
Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)
Customer interaction histories
Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)
Bulk actions
Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)

Marketing

Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)
Lead generation
Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)
Content marketing
Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)
Paid media management
Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)
Campaigns and promotions
Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)

Channel coverage/integration

Adobe Social
2.9
Khoros Care (Formerly Spredfast + Lithium)
Twitter
Adobe Social
4.0
Khoros Care (Formerly Spredfast + Lithium)
Facebook
Adobe Social
3.0
Khoros Care (Formerly Spredfast + Lithium)
LinkedIn
Adobe Social
3.0
Khoros Care (Formerly Spredfast + Lithium)
Google+
Adobe Social
3.0
Khoros Care (Formerly Spredfast + Lithium)
Instagram
Adobe Social
3.0
Khoros Care (Formerly Spredfast + Lithium)
Pinterest
Adobe Social
3.0
Khoros Care (Formerly Spredfast + Lithium)
YouTube
Adobe Social
1.0
Khoros Care (Formerly Spredfast + Lithium)

Reporting/analytics

Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)
Campaign success analytics
Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)
Real-time tracking
Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)
Competitor analysis
Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)

Account management

Adobe Social
2.5
Khoros Care (Formerly Spredfast + Lithium)
Role-based user permissions & privileges
Adobe Social
3.0
Khoros Care (Formerly Spredfast + Lithium)
Mobile access
Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)

Pros

Adobe Social

  • Integration with Site Catalyst could be of benefit as long as a subject matter expert in both platforms provides guidance
  • Some of the terms reporting can be useful at times to determine overall reach of a campaign across platforms
  • Recent update to newest version did bring some noticable improvements.
Anonymous | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

  • The tool is extremely user friendly which has been so important for us. Our community manager roles are relatively high turnover and being able to train both agents and experts quickly and easily is so beneficial.
  • Adding or removing tags is very easy and gives us the flexibility our organisation needs to constantly update what we are reporting on.
  • The expert function gives the team the ability to resolve a case in one place, making the process far more efficient.
  • Templates are really easy to add, which is again very important for an organisation of our size. Having templates that are easy to search for and add is another function driving efficiencies for us.
Anonymous | TrustRadius Reviewer

Cons

Adobe Social

  • 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.
Anonymous | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

  • Current integration with LinkedIn and Youtube is relatively limited. It will be great to see this improved.
  • After being named one of Facebook Messenger's development partners, the ability to identify CSAT easily through Lithium is eagerly anticipated.
  • Ongoing training for agents and supervisors would be welcome, to gain insights on how to best use the tool.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Adobe Social

Adobe Social 5.4
Based on 11 answers
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
Robert Randle | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 6.1
Based on 6 answers
We just renewed our contracted with LSW and committed to a two year agreement instead of a one year agreement. This speaks to the confidence we have in the product and the employees who create the feature enhancements. This is one of the few companies that allows engineers or management teams to speak right to the customer without going through their sales rep or company contact. The innovation that comes out of this group is nothing short of amazing. We had a special project that we needed to have completed for the SOCHI Olympics and sure enough Lithium was up for the task. They created an early warning system that is now being used throughout the company. I am extremely happy with the product and firmly believe you would be too if you gave them a chance. They truly understand multiple setups and business needs and functions
Bill Gerth | TrustRadius Reviewer

Usability

Adobe Social

Adobe Social 2.1
Based on 2 answers
The new UX is gorgeous and overall usability of the tool has improved greatly, but there has also been an increase in slow loads and overall login issues.
Anonymous | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 7.6
Based on 5 answers
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.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Adobe Social

Adobe Social 7.0
Based on 1 answer
No answer on this topic is available.

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 9.0
Based on 2 answers
Anonymous | TrustRadius Reviewer

Performance

Adobe Social

Adobe Social 5.0
Based on 1 answer
No answer on this topic is available.

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 9.0
Based on 2 answers
Anonymous | TrustRadius Reviewer

Support Rating

Adobe Social

Adobe Social 8.0
Based on 1 answer
The Adobe support team is really helpful. We have recently gone through a number of account reps since our favorite rep was promoted off of our account, so we are hoping for better service in our newest rep.
Anonymous | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 5.5
Based on 6 answers
If you talk to anyone who uses Khoros, they will tell you that since the company merger, their support has tanked. They do not know how to move quickly to get resolutions, and they often tell you it will be fixed in up to 8 weeks. I have had outstanding issues since April of 2019 that were never address and are still affecting our reporting. I even met with the head of the support team at their conference back in September and he also stopped answering my emails when I followed up. It is honestly very disheartening. A prime example of when they had their cyber hack event at the end of January 2020: they did NOT alert their clients to why Khoros was down and we only found out when we could not access the site. It was a very frustrating experience and they were not transparent enough when the incident happened. I know this turned a lot of users to other platforms as the trust was broken
Anonymous | TrustRadius Reviewer

In-Person Training

Adobe Social

No score
No answers yet
No answers on this topic

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 9.0
Based on 2 answers
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.
Anonymous | TrustRadius Reviewer

Online Training

Adobe Social

Adobe Social 6.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 7.3
Based on 1 answer
No answer on this topic is available.

Implementation Rating

Adobe Social

Adobe Social 5.0
Based on 1 answer
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
Anonymous | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 5.8
Based on 5 answers
I was very satisfied. It was very smooth as they know what they are asking for. The requirements gathering was smooth. It was a short cycle. Deployment just took a couple of weeks.

After doing a deployment and a release, my recommendations would have been to mine more of our tags, words that I’m looking for, i.e. to pull in a bigger vocabulary from our historical cases of searchable words and phrases. When we eventually did this, it made the system run so much better. We just sucked it out of old cases and run a report which dumps into spreadsheet
Anonymous | TrustRadius Reviewer

Alternatives Considered

Adobe Social

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.
Chris Cartwright | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

Hootsuite, Sprout social were two tools we had used previously - they were certainly manageable for smaller scale social media support however were largely no-frills and did not offer the level of depth in integrations and analytics that Lithium did. Workflow was also not up to scratch from an enterprise perspective.
Liam Woods | TrustRadius Reviewer

Scalability

Adobe Social

No score
No answers yet
No answers on this topic

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 6.6
Based on 4 answers
Social media teams can range from small or large teams. But one thing that is consistent is that social media professionals get asked to do a lot. Having a tool that helps your team, no matter the size is very beneficial. It'll grow with you and allow you to further develop your company's social media.
Anonymous | TrustRadius Reviewer

Return on Investment

Adobe Social

  • A bespoke report we created (and had to pay additional money to work with Adobe to create) paid dividends. It signaled to us that one of the characters in our show was receiving out-sized chatter - and we pivoted our marketing plans as a result.
  • It was awful for tracking realtime trends, stats and chatter.
Anonymous | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

  • Lithium Social Web has had a massive impact on our Social Support strategy. There's nothing like it that we've seen out there that comes close to the capabilities that this platform has. It is an extremely robust and powerful tool which is always growing.
  • We've been able to reach more customers quicker on Social and listen to more content than before using Social Web. This greater reach has had a profound impact on our customer behaviour with many choosing to use Social as a first point of contact. Growth in certain channels such as Twitter as a result has been exponential.
  • Like many businesses we measure a lot of data, specifically focussing on NPS and how easy it was to achieve your goal. This approach is enhanced by the data that Lithium Social Web gives us as an organisation, allowing more effective quality monitoring, development and reviews to take place within the teams.
Robert Thomson | TrustRadius Reviewer

Screenshots

Adobe Social

Pricing Details

Adobe Social

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Khoros Care (Formerly Spredfast + Lithium)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Rating Summary

Likelihood to Recommend

Adobe Social
2.0
Khoros Care (Formerly Spredfast + Lithium)
7.8

Likelihood to Renew

Adobe Social
5.4
Khoros Care (Formerly Spredfast + Lithium)
6.1

Usability

Adobe Social
2.1
Khoros Care (Formerly Spredfast + Lithium)
7.6

Reliability and Availability

Adobe Social
7.0
Khoros Care (Formerly Spredfast + Lithium)
9.0

Performance

Adobe Social
5.0
Khoros Care (Formerly Spredfast + Lithium)
9.0

Support Rating

Adobe Social
8.0
Khoros Care (Formerly Spredfast + Lithium)
5.5

In-Person Training

Adobe Social
Khoros Care (Formerly Spredfast + Lithium)
9.0

Online Training

Adobe Social
6.0
Khoros Care (Formerly Spredfast + Lithium)
7.3

Implementation Rating

Adobe Social
5.0
Khoros Care (Formerly Spredfast + Lithium)
5.8

Scalability

Adobe Social
Khoros Care (Formerly Spredfast + Lithium)
6.6

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