7 Ratings
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Top Rated
134 Ratings
7 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

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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

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

Likelihood to Recommend

9.0

Chatfuel

90%
3 Ratings
8.1

Khoros Care

81%
72 Ratings

Likelihood to Renew

Chatfuel

N/A
0 Ratings
8.1

Khoros Care

81%
40 Ratings

Usability

Chatfuel

N/A
0 Ratings
7.5

Khoros Care

75%
7 Ratings

Availability

Chatfuel

N/A
0 Ratings
9.0

Khoros Care

90%
4 Ratings

Performance

Chatfuel

N/A
0 Ratings
9.0

Khoros Care

90%
4 Ratings

Support Rating

7.7

Chatfuel

77%
3 Ratings
7.0

Khoros Care

70%
11 Ratings

In-Person Training

Chatfuel

N/A
0 Ratings
9.0

Khoros Care

90%
2 Ratings

Online Training

Chatfuel

N/A
0 Ratings
7.3

Khoros Care

73%
1 Rating

Implementation Rating

Chatfuel

N/A
0 Ratings
8.1

Khoros Care

81%
45 Ratings

Product Scalability

Chatfuel

N/A
0 Ratings
8.5

Khoros Care

85%
37 Ratings

Likelihood to Recommend

Chatfuel

Chatfuel is great for a small team looking to easily implement and set up Facebook chatbots for their clients for ease of community management, etc. Chatfuel is not necessarily meant for large scale operations that require complex workflows and chatbot requirements, it is limited to Facebook Messenger and is not 100% intuitive in this regard.
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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.
Read full review

Pros

Chatfuel

  • Easy to use without experience
  • Cost vs. benefit ratio very good
  • Integrations possible through API
  • Conversion funnels can be created
Read full review

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

Chatfuel

  • Setting it up is time-consuming.
Read full review

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

Chatfuel

Starting Price

$0

Editions & Modules

Chatfuel editions and modules pricing
EditionModules
FreeFree1
Pro152
PremiumContact sales team3

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

    Chatfuel

    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

    Chatfuel

    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

    Chatfuel

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    No issues.
    Read full review

    Performance

    Chatfuel

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    No issues.
    Read full review

    Support Rating

    Chatfuel

    I haven't dealt with the support channel, so I cannot provide a full review for this
    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

    Chatfuel

    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

    Chatfuel

    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

    Chatfuel

    Both offer bot service to reply to messages from Facebook. The difference is that Chatfuel gives you the option of being able to create conversion funnels or fixed conversation changes.
    Connecting to our API is free from Chatfuel and integration with other providers has an additional cost.
    AIVO has no option to create conversation flows if not through keywords.
    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

    Chatfuel

    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

    Chatfuel

    • It helped overall with visitor engagement.
    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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