13 Ratings
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Score 8.5 out of 100
Top Rated
76 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

ClickDesk

It was well suited for quick chats. Sometimes a topic over chat can be too complicated and requires a phone call which ClickDesk gives an option for a phone call. It is too specific and limited to conversations. The reason we moved away from this to Microsoft Teams is because Teams is a more all in one solution. It can do chat, phone calls as well as webinars and screen sharing.
Anonymous | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care is great for engaging customers, getting a clear picture of their profile and overall history, and integrating a large variety of platforms to maximize your accessibility. For both Care and Marketing, this is a top-notch platform that allows you to have almost everything in one place, and for those used to a more standard call center style format with their representatives, the workflow is fantastic. I would highly recommend this program to anyone that utilizes customer service and marketing, which is pretty much everyone. While not as useful to smaller companies simply due to not needing to manage such a large amount of interactions, it is still something I would certainly recommend moving to as you grow your digital footprint.
Anonymous | TrustRadius Reviewer

Pros

ClickDesk

  • ClickDesk allows account managers to interact with leads and customers, as they are searching and researching on our website and in our e-commerce store.
  • It is compiled of amazing features of the live call, online engagement, communication, and interaction with users or clients on a very professional level.
  • I can easily contact any customer or client easily by just contacting them on the platform which automatically connects to the representative of the relevant area.
Paul Christophle | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

  • The platform works well to manage large volumes of inbound conversations with the different auto tagging and routing features.
  • The platform is very user friendly, which reduces the time required to train a Representative.
  • The analytics dashboard allows us to deep dive into many different data points. From inbound volumes, to Team/Representative performance, and command center displays, we are able to track our performance in the moment.
Rob Hahn | TrustRadius Reviewer

Cons

ClickDesk

  • They don't have a cell phone app for iOS yet.
  • They could make it work with Slack.
Akram Hasan Sharkar | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

  • Given our scale and huge number of tags, the tool can lag at times. This slows the team down.
  • All reports are manual, it would be great to have automated reporting.
  • The time to agent response statistic does not take trading hours into consideration. This makes it much harder for us to report on our service level.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

ClickDesk

No score
No answers yet
No answers on this topic

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 8.1
Based on 12 answers
I give Khoros [Care (Formerly Spredfast + Lithium)] a 9 because 10 does not exist and there is always something to improve. But we are very comfortable working with Khoros and the platform resolves many of our problems related to reporting (Marketing + Intelligence) or Care.
Lucas Diorio | TrustRadius Reviewer

Usability

ClickDesk

No score
No answers yet
No answers on this topic

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 8.3
Based on 6 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

ClickDesk

No score
No answers yet
No answers on this topic

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 9.0
Based on 4 answers
Anonymous | TrustRadius Reviewer

Performance

ClickDesk

No score
No answers yet
No answers on this topic

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 9.0
Based on 4 answers
Anonymous | TrustRadius Reviewer

Support Rating

ClickDesk

No score
No answers yet
No answers on this topic

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 5.8
Based on 10 answers
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.
Anonymous | TrustRadius Reviewer

In-Person Training

ClickDesk

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

ClickDesk

No score
No answers yet
No answers on this topic

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 7.2
Based on 18 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

ClickDesk

The overall benefits provided by ClickDesk are very good. We started our journey with ClickDesk by understanding the pricing variation. We choose ClickDesk to continue to find if it is ideal for our business and finally discovered that it's our right choice to continue. The other services (after a comparison) are quite good, but we love sticking with ClickDesk.
Sazzad Hossain Sharkar | 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

ClickDesk

No score
No answers yet
No answers on this topic

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 7.8
Based on 10 answers
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
Bill Gerth | TrustRadius Reviewer

Return on Investment

ClickDesk

  • We only see positive impact. We use the free version and it is the best option we found in the market (considering our website traffic).
  • It is in the cloud! So, no hosting costs at all! The only need is a stable Internet connection for the agents.
Anonymous | 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

Pricing Details

ClickDesk

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
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

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