<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
134 Ratings
71 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Khoros Care

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
134 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Attribute Ratings

  • Azure Bot Service (Microsoft Bot Framework) is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Likelihood to Recommend

8.5

Azure Bot Service (Microsoft Bot Framework)

85%
5 Ratings
8.1

Khoros Care

81%
72 Ratings

Likelihood to Renew

Azure Bot Service (Microsoft Bot Framework)

N/A
0 Ratings
8.1

Khoros Care

81%
40 Ratings

Usability

8.5

Azure Bot Service (Microsoft Bot Framework)

85%
2 Ratings
7.5

Khoros Care

75%
7 Ratings

Availability

Azure Bot Service (Microsoft Bot Framework)

N/A
0 Ratings
9.0

Khoros Care

90%
4 Ratings

Performance

Azure Bot Service (Microsoft Bot Framework)

N/A
0 Ratings
9.0

Khoros Care

90%
4 Ratings

Support Rating

8.5

Azure Bot Service (Microsoft Bot Framework)

85%
6 Ratings
7.0

Khoros Care

70%
11 Ratings

In-Person Training

Azure Bot Service (Microsoft Bot Framework)

N/A
0 Ratings
9.0

Khoros Care

90%
2 Ratings

Online Training

Azure Bot Service (Microsoft Bot Framework)

N/A
0 Ratings
7.3

Khoros Care

73%
1 Rating

Implementation Rating

Azure Bot Service (Microsoft Bot Framework)

N/A
0 Ratings
8.1

Khoros Care

81%
45 Ratings

Product Scalability

Azure Bot Service (Microsoft Bot Framework)

N/A
0 Ratings
8.5

Khoros Care

85%
37 Ratings

Likelihood to Recommend

Microsoft

It is suited for applications like computerizing messages, or any business thought that would require the entrepreneur to robotize their reactions, particularly assuming they are managing a ton of clients and they can't answer to every single one of them. It'd be the most ideal to computerize messages of enormous associations where the reactions measure up to the clients' assumptions. It would be less appropriate in associations where clients' viewpoints matter and every client is interesting and requires the association's consideration, where the specialist organization doesn't need to sum up the clients' interests.
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Khoros (Formerly Spredfast + Lithium)

Khoros Care is great for quick responses on Facebook, Twitter, and Instagram, which are our three most used platforms. Based on what I have seen, it would be better to have a more in-depth review module that allows for better response capability. Right now, it seems that Khoros Care only allows us a bird's eye view of sentiment and issues, versus handling all responses across various review platforms.
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Pros

Microsoft

  • Real-time communication.
  • Lightweight software protocols.
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Khoros (Formerly Spredfast + Lithium)

  • Manages and pulls in posts from communities, Facebook, and Twitter so we can address them in one place as opposed to logging into each site natively.
  • Khoros Care has great analytics. I like the customizable dashboards; we use them for weekly reports to upper management.
  • Khoros Care helps our social media manager manage and monitor our teams.
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Cons

Microsoft

  • They have simplified the coding for the bot in Azure, but it would help if the coding was further simplified so that non-IT can operate [and] create it easily.
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Khoros (Formerly Spredfast + Lithium)

  • More options to customize the default templates for the smart views in analytics or the pre-made one for work queues and agents
  • Automated and customized exports from analytics without the need to use APIs
  • More granular priorities or prioritization methods (like a point system)
  • More metrics to prioritize conversations with, like answer speed of the author, time waited since last answer, custom attributes, etc.
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Pricing Details

Azure Bot Service (Microsoft Bot Framework)

Starting Price

Editions & Modules

Azure Bot Service (Microsoft Bot Framework) editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Khoros Care

    Starting Price

    Editions & Modules

    Khoros Care editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Optional

      Additional Details

      Pricing is variable based on the needs of the customer.

      Get a Demo

      Likelihood to Renew

      Microsoft

      No answers on this topic

      Khoros (Formerly Spredfast + Lithium)

      I don't see any reason why we would not renew. We have had a great overall experience, and other than some support concerns, everything has run smoothly. In addition to the platform, our experience with the bot has been really good. We average between 25-30% of our volume handled by the bot, while still maintaining easy-to-use offramps for customers.
      Read full review

      Usability

      Microsoft

      Azure Bot Service provides an integrated environment for bot development. Microsoft Azure Cloud is fully compatible and its security features. It's more important to pay attention to the logic of business than the specifics of each messenger. We don't have any issues using the bot framework because the implementation is excellent.
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      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.
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      Reliability and Availability

      Microsoft

      No answers on this topic

      Khoros (Formerly Spredfast + Lithium)

      No issues.
      Read full review

      Performance

      Microsoft

      No answers on this topic

      Khoros (Formerly Spredfast + Lithium)

      No issues.
      Read full review

      Support Rating

      Microsoft

      Support is helpful when we have a problem, but online documentation is lacking
      Read full review

      Khoros (Formerly Spredfast + Lithium)

      Khoros [Care (Formerly Spredfast + Lithium)] has made several improvements to its support and engagement for clients. Response times have improved and the need to seek support has drastically reduced, highlighting the improvements in the experience to reduce customer pain.
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      In-Person Training

      Microsoft

      No answers on this topic

      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.
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      Implementation Rating

      Microsoft

      No answers on this topic

      Khoros (Formerly Spredfast + Lithium)

      The implementation was very easy! They work diligently to ensure that everything that you want to monitor is put into one place eliminating the worry of missed interactions and as needs change the ability to edit what's being searched for is quick and easy to set up.
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      Alternatives Considered

      Microsoft

      Microsoft Bot Framework is much better and well more established without a lot of proprietary software/coding language. Lex is very limited with integration with standard hardware and network configurations. Lex has performance issues and was too slow to meet near real-time collaboration requirements. Bot Framework complements many other Microsoft communication products and this was key to implementing without a lot of new training required.
      Read full review

      Khoros (Formerly Spredfast + Lithium)

      We previously used Hootsuite. Hootsuite was very clunky for Customer Service, and oftentimes it would end up that agents would accidentally step over each other, send out multiple responses, or struggle to identify posts to work. Hootsuite was more intended for marketing and struggled at times with response. However, Khoros Care is a good balance of both, and also has tools specific to marketing versus customer service. Additionally, Khoros now has far more platforms than we previously had in Hootsuite.
      Read full review

      Scalability

      Microsoft

      No answers on this topic

      Khoros (Formerly Spredfast + Lithium)

      I see the Khoros team bringing on new employees and different expertise as their platform grows to more brands. They are dedicated to ensure they are growing with their customers and building new products to fulfill the needs of their customers request
      Read full review

      Return on Investment

      Microsoft

      • Interfaces with the SQL data set, tracks down plans/replies, and tests them with the SDK.
      • Utilizing the system is made conceivable by the Bot Dev gateway. We can interface our bot in excess of ten channels, including Twilio Facebook, Twilio, Twilio, and Slack, and that's only the tip of the iceberg.
      • It is expensive.
      Read full review

      Khoros (Formerly Spredfast + Lithium)

      • Less overheads due to automated features in the tool.
      • Stopped using external survey tools and used care CSAT surveys, this resulted in cost-cutting.
      • Saving time by responding to customers quicker.
      • Ability to manage different channels in one platform and unified reporting.
      Read full review

      Screenshots

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