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Top Rated
64 Ratings
47 Ratings
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Score 8.4 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 8.5 out of 100

Likelihood to Recommend

Bazaarvoice Platform

Bazaarvoice Conversations is well suited for almost any sized company looking to add reviews and a Q&A section to their website. They offer many solutions that can be customized through their thorough design and modification tools. For teams with internal development teams and a strong focus on specific interactions and appearance, it might be cheaper to go with a competitor with just and API integration depending on your needs
Christopher Payne | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

I highly recommend Khoros 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 do much of the routing work for us, allowing our Representatives to focus on providing timely responses to our Customers.
Rob Hahn | TrustRadius Reviewer

Pros

Bazaarvoice Platform

  • Our ability to answer questions on our retail partner websites in a timely manner. We constantly win awards from our retail partners for questions responded to in 24 hours or less.
  • Bazaarvoice Conversations gives us the ability to respond to all 1-2-3 star ratings and some 5-star reviews also. We welcome 1-2-3 star reviews as it gives us an opportunity to let customers know we are responsive to their issues.
  • Bazaarvoice Conversations is easy to train on for new employees. It is intuitive and easy to teach people how to get their job done fast which I as a manager appreciate.
Richard Peterson | 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 organization 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 organization of our size. Having templates that are easy to search for and add is another function driving efficiencies for us.
Anonymous | TrustRadius Reviewer

Cons

Bazaarvoice Platform

  • Recently there were some changes to some of Facebook's policies. This has made pulling content from Instagram and Facebook a little more difficult than it was in the past. We now cannot send automated permission requests to customers as easily as we could before.
  • It can get a little confusing when you are managing many different content channels with different rule sets. Initially we had a very complicated set up and found the dashboard a little confusing to navigate, but we have since trimmed down the complexity and have had no problems.
  • Occasionally it can take much longer than expected to hear back from the support team.
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 Khoros 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

Bazaarvoice Platform

Bazaarvoice Platform 9.0
Based on 4 answers
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.
Emma Thomas | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 6.8
Based on 6 answers
We just renewed our contracted with Khoros 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, Khoros 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

Bazaarvoice Platform

Bazaarvoice Platform 9.0
Based on 1 answer
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.
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

Bazaarvoice Platform

Bazaarvoice Platform 9.0
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

Bazaarvoice Platform

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
Anonymous | TrustRadius Reviewer

Support Rating

Bazaarvoice Platform

Bazaarvoice Platform 8.7
Based on 14 answers
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.
Anonymous | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 4.5
Based on 8 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

Bazaarvoice Platform

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

Implementation Rating

Bazaarvoice Platform

Bazaarvoice Platform 9.0
Based on 2 answers
Save time and energy by utilizing their implementation team!
Anonymous | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 4.5
Based on 7 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

Bazaarvoice Platform

It's the most trusted provider and has the highest standards. It also has a user-friendly platform with all the functionalities we need. The other platforms lacked basic functionality, included reporting, filtering, saving views, and general maintenance. We found many issues with moderation and platform performance in our previous providers and decided that we needed to switch.
Ephraim Mandel | 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 Khoros did. Workflow was also not up to scratch from an enterprise perspective.
Liam Woods | TrustRadius Reviewer

Scalability

Bazaarvoice Platform

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

Bazaarvoice Platform

  • 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.
Joshua P. Kennedy | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

  • Khoros 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 behavior 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 Khoros gives us as an organization, allowing more effective quality monitoring, development, and reviews to take place within the teams.
Robert Thomson | TrustRadius Reviewer

Screenshots

Bazaarvoice Platform

Pricing Details

Bazaarvoice Platform

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
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

Add comparison