13 Ratings
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Top Rated
134 Ratings
13 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Khoros Care

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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

  • Calibre is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

9.0

Calibre

90%
5 Ratings
8.1

Khoros Care

81%
72 Ratings

Likelihood to Renew

Calibre

N/A
0 Ratings
8.1

Khoros Care

81%
40 Ratings

Usability

Calibre

N/A
0 Ratings
7.5

Khoros Care

75%
7 Ratings

Availability

Calibre

N/A
0 Ratings
9.0

Khoros Care

90%
4 Ratings

Performance

Calibre

N/A
0 Ratings
9.0

Khoros Care

90%
4 Ratings

Support Rating

8.5

Calibre

85%
4 Ratings
7.0

Khoros Care

70%
11 Ratings

In-Person Training

Calibre

N/A
0 Ratings
9.0

Khoros Care

90%
2 Ratings

Online Training

Calibre

N/A
0 Ratings
7.3

Khoros Care

73%
1 Rating

Implementation Rating

Calibre

N/A
0 Ratings
8.1

Khoros Care

81%
45 Ratings

Product Scalability

Calibre

N/A
0 Ratings
8.5

Khoros Care

85%
37 Ratings

Likelihood to Recommend

HigherGround, Inc.

Without a doubt, we have loved this software because of how easy it is to use and how useful it has been for us. We have been able to supervise communications between employees, customers, and suppliers, monitoring that our rules and policies are met at all scales, improving performance and productivity at work.
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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

HigherGround, Inc.

  • Management of multiple formats - Calibre does an excellent job handling multiple copies of digital media in different formats, making it available to users in their choice of format.
  • Robust plug-in system - Calibre has a robust plugin system that support extensibility from it's wide user base. Anything from managing metadata to integration with other applications.
  • Built in reader - Calibre has a built in reader for digital media files, enabling users to view the content before deciding to download the content to their device.
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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

HigherGround, Inc.

  • I'd like to see more customization.
  • More plugins and plugin notifications.
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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.
Read full review

Pricing Details

Calibre

Starting Price

Editions & Modules

Calibre 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

      HigherGround, Inc.

      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

      HigherGround, Inc.

      No answers on this topic

      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

      HigherGround, Inc.

      No answers on this topic

      Khoros (Formerly Spredfast + Lithium)

      No issues.
      Read full review

      Performance

      HigherGround, Inc.

      No answers on this topic

      Khoros (Formerly Spredfast + Lithium)

      No issues.
      Read full review

      Support Rating

      HigherGround, Inc.

      Not only has the customer support for Calibre been great, but the community surrounding it is great too. Users are ready and willing to jump in to help you solve a particular issue you're encountering with Calibre. As a result, I've expanded what we do with Calibre quite a bit through community support of its plugin infrastructure.
      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

      HigherGround, Inc.

      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

      HigherGround, Inc.

      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.
      Read full review

      Alternatives Considered

      HigherGround, Inc.

      Calibre, like Acrobat, offers the user the ability to be able to view a digital ebook whether from online or off-line. But Acrobat can only open PDF files. Calibre can open & convert multiple digital file formats.
      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

      HigherGround, Inc.

      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

      HigherGround, Inc.

      • Increased the learning time of my team.
      • Allowed for easy exchange of lengthy documents.
      • Provided more up to date general knowledge for the departments.
      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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