14 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
134 Ratings
14 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 6.5 out of 100

Khoros Care

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
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

  • Khoros Care is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

5.0

ClickDesk

50%
6 Ratings
8.1

Khoros Care

81%
72 Ratings

Likelihood to Renew

ClickDesk

N/A
0 Ratings
8.1

Khoros Care

81%
40 Ratings

Usability

ClickDesk

N/A
0 Ratings
7.5

Khoros Care

75%
7 Ratings

Availability

ClickDesk

N/A
0 Ratings
9.0

Khoros Care

90%
4 Ratings

Performance

ClickDesk

N/A
0 Ratings
9.0

Khoros Care

90%
4 Ratings

Support Rating

ClickDesk

N/A
0 Ratings
7.0

Khoros Care

70%
11 Ratings

In-Person Training

ClickDesk

N/A
0 Ratings
9.0

Khoros Care

90%
2 Ratings

Online Training

ClickDesk

N/A
0 Ratings
7.3

Khoros Care

73%
1 Rating

Implementation Rating

ClickDesk

N/A
0 Ratings
8.1

Khoros Care

81%
45 Ratings

Product Scalability

ClickDesk

N/A
0 Ratings
8.5

Khoros Care

85%
37 Ratings

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.
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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

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.
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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

ClickDesk

  • We believe ClickDesk has questionable business practices... be careful
  • ClickDesk charged us for services we did not use
  • It was our experience that ClickDesk will not issue a refund after they have charged us for services we did not want.
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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

ClickDesk

Starting Price

$16.99 per month

Editions & Modules

ClickDesk 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

      ClickDesk

      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

      ClickDesk

      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.
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      Reliability and Availability

      ClickDesk

      No answers on this topic

      Khoros (Formerly Spredfast + Lithium)

      No issues.
      Read full review

      Performance

      ClickDesk

      No answers on this topic

      Khoros (Formerly Spredfast + Lithium)

      No issues.
      Read full review

      Support Rating

      ClickDesk

      No answers on this topic

      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

      ClickDesk

      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

      ClickDesk

      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.
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      Alternatives Considered

      ClickDesk

      As I mentioned earlier, these competitors are good but they are too complex to manage by a non-tech person. Before deciding to buy clickdesk we tried 4-5 other competitors. Intercom was pretty easy too but also had a considerably complex panel for agents. A few of our departments are not that computer savvy. So we had to pick the easiest service we could find.
      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

      ClickDesk

      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

      ClickDesk

      • Overall pricing is high
      • We can handle our customer's 24-hour basis with multiple agent accounts
      • It makes easier our business productivity
      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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