41 Ratings
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Score 7.3 out of 101
44 Ratings
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Score 7.7 out of 101

Likelihood to Recommend

Adobe Social

Good for integrating with Adobe Analytics as a holistic marketing cloud
No photo available

Khoros Care (Formerly Spredfast + Lithium)

LSMM is well to suited to our organisation, given our requirements. I wouldn't say the tool at this stage is not designed as a reporting tool, therefore, reports can be completed but as mentioned this is a manual process. Also, worth keeping in mind that you may not be able to integrate other systems as this did come up for us when we wanted to integrate our product listing system. However, we don't believe other tools are doing this at this stage either. This is something we have come to expect from a CRM call centre tool. Overall, we find LSMM serves all of our most important requirements
No photo available

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

  • Content scheduling
  • Baseline social analytics
  • Moderation of wall posts and comments (Facebook)
No photo available

Khoros Care (Formerly Spredfast + Lithium)

  • Keeps track of customers active in multiple platforms, through one repository. Easily able to identify conversations, wherever they choose to post.
  • Easily switches between public and private areas in Twitter and Facebook.
  • Allows easy management of multiple teams and agents, regardless of location.
No photo available

Cons

Adobe Social

  • Social listening
  • Image moderation
  • Twitter and Google+ analytics
  • Analytics exports
No photo available

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.
No photo available

Likelihood to Renew

Adobe Social

Adobe Social 5.4
Based on 11 answers
Overall a great product.
No photo available

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 9.1
Based on 3 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 profile photo

Usability

Adobe Social

Adobe Social 2.1
Based on 2 answers
Social moves at the speed of light, Adobe Social doesn't. I found posting via the system very cumbersome.
Sandy Adam profile photo

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 8.6
Based on 2 answers
• The UI is extraordinarily well designed. Particularly in the analytics area, the charts and graphs are beautiful. Not only are they amazing visually, but they make trends and actionable data instantly apparent.
No photo available

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
No photo available

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
No photo available

Support

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.
No photo available

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 9.0
Based on 2 answers
The company executive we have been working with has provided excellent support and has been highly responsive.
No photo available

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.
No photo available

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.
No photo available

Khoros Care (Formerly Spredfast + Lithium)

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

Implementation

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
No photo available

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 9.0
Based on 2 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
No photo available

Alternatives Considered

Adobe Social

That version of Hootsuite you can't even edit posts on separate channels prior to scheduling or posting. Analytics isn't as easy to use. Overall, not a great product in comparison.
No photo available

Khoros Care (Formerly Spredfast + Lithium)

I have had most experience with Radian6 from Salesforce, where conversations are easily managed. However, the abilities and capacities that Lithium has far exceeds that offer. Particularly notable is the author profile, where you can add specific account-related information for each customer, easy to keep track away from the social platform you are responding in.
No photo available

Return on Investment

Adobe Social

  • Adobe Social has only had negative impact on ROI, as it takes longer to publish to social media while offering no major benefits in return.
  • We have lost a lot of time due to downtime in Adobe Social, some of which was not ever scheduled or announced in advance.
  • Now that Adobe Social is being retired, we're also having to migrate to another tool which is time-consuming. But at least it's time we feel good about spending!
No photo available

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 profile photo

Screenshots

Adobe Social

Pricing Details

Adobe Social

General

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

Khoros Care (Formerly Spredfast + Lithium)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details
Pricing is variable based on the needs of the customer.

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