64 Ratings
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Top Rated
132 Ratings
64 Ratings
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Score 8.2 out of 100

Khoros Care

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

Attribute Ratings

  • Bazaarvoice is rated higher in 5 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating, Implementation Rating
  • Bazaarvoice and Khoros Care are tied in 1 area: Availability

Likelihood to Recommend

8.3

Bazaarvoice

83%
30 Ratings
8.1

Khoros Care

81%
71 Ratings

Likelihood to Renew

9.0

Bazaarvoice

90%
4 Ratings
8.1

Khoros Care

81%
39 Ratings

Usability

9.0

Bazaarvoice

90%
1 Rating
7.6

Khoros Care

76%
7 Ratings

Availability

9.0

Bazaarvoice

90%
2 Ratings
9.0

Khoros Care

90%
4 Ratings

Performance

Bazaarvoice

N/A
0 Ratings
9.0

Khoros Care

90%
4 Ratings

Support Rating

8.9

Bazaarvoice

89%
14 Ratings
7.2

Khoros Care

72%
10 Ratings

In-Person Training

Bazaarvoice

N/A
0 Ratings
9.0

Khoros Care

90%
2 Ratings

Online Training

Bazaarvoice

N/A
0 Ratings
7.3

Khoros Care

73%
1 Rating

Implementation Rating

9.0

Bazaarvoice

90%
3 Ratings
8.1

Khoros Care

81%
44 Ratings

Product Scalability

Bazaarvoice

N/A
0 Ratings
8.5

Khoros Care

85%
36 Ratings

Likelihood to Recommend

Bazaarvoice

Bazaarvoice is overall a quite strong ratings and reviews platform. If you have a national brand and want to integrate ratings and reviews into your website, Bazaarvoice should be in your consideration set. If you have a small business or a tighter budget, you may find Bazaarvoice too robust or expensive of a platform. If your brand gets a lot of organic product reviews, Bazaarvoice will be a helpful tool to increase brand credibility and search engine rankings. If you need help getting consumers to review your products, Bazaarvoice offers sampling programs. These programs can get very pricy depending on how many SKUs you are looking for reviews on. Bazaarvoice also has a proprietary platform where they collect consumer reviews for many brands, and once you have the Bazaarvoice ratings and reviews platform, you may be able to purchase reviews of your products and have them sync to your website without having to run a sampling program.
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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

Bazaarvoice

  • Bazaarvoice Curations makes it incredibly easy to pull in content from multiple social media platforms for us to review.
  • Once the content is pulled into the Curations dashboard, our marketing team can very easily scroll through all the images and decide which ones we would like to feature on our site.
  • Curations also makes it very easy to tag any of our products in the images. We are able to do this manually, but Bazaarvoice also offers the option of letting their team tag the products they see in our images.
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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.
Read full review

Cons

Bazaarvoice

  • Their login to their portal is awful. They are working on creating a single sign on experience but right now there are different usernames and passwords depending on what dashboard you are attempting to access.
  • They could probably spend more time optimizing the cost of their initialization script. The size of the JavaScript concerns me.
  • They could work on their deployment and preview tools. The time for our staged changes to show on the live site doesn't seem to be as quick as it should be and the preview tools don't take into account the site's CSS files for display.
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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

Bazaarvoice

Starting Price

Editions & Modules

Bazaarvoice 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

      Bazaarvoice

      We are happy with the product and really just need to optimise our deployment of it on an ongoing basis. There is a lot of functionality prebuilt within Bazaarvoice which we want to have on our site, and to recreate this in our platform would take significant effort which is not practical for us.
      Read full review

      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

      Bazaarvoice

      I'm sure all processes and program can improve, however Bazaarvoice has reached a very easy usability level and hope this continues as the product improves over time.
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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.
      Read full review

      Reliability and Availability

      Bazaarvoice

      No answers on this topic

      Khoros (Formerly Spredfast + Lithium)

      No issues.
      Read full review

      Performance

      Bazaarvoice

      No answers on this topic

      Khoros (Formerly Spredfast + Lithium)

      No issues.
      Read full review

      Support Rating

      Bazaarvoice

      The Bazaarvoice team is always available via call, email, or any other platform to provide help, guidance, or to push or ask for the task we set earlier. They are talkative and easy to share information and discuss issues if there are any. Thay may have more out of box solutions for easy implementation, but as a whole, and regarding support I am satisfied.
      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.
      Read full review

      In-Person Training

      Bazaarvoice

      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.
      Read full review

      Implementation Rating

      Bazaarvoice

      Save time and energy by utilizing their implementation team!
      Read full review

      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.
      Read full review

      Alternatives Considered

      Bazaarvoice

      Even though both PowerReviews and Bazaar Voice are capable of fulfilling the aforementioned needs, PowerReviews also provides free trials. PowerReview's style options aren't always user-friendly, but the app is worth checking out if aesthetic concerns aren't top of mind. Bazaar Voice, on the other hand, sounds really professional and is remarkably simple to use.
      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

      Bazaarvoice

      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
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      Return on Investment

      Bazaarvoice

      • This has had a positive impact on the way the company identifies user issues and complaints more easily/readily.
      • The negative impact is that departments seem to put a lot more expectations on our customers than this tool can provide (e.g., replies and follow-up), meaning that we aren't as able to provide additional information when requested.
      • It's uncertain whether responding to reviews adds a lot of value when all is said and done. Reviewers rarely adjust their ratings, even if/when we sufficiently address their concerns or resolve issues.
      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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