Contentful vs Khoros Care (Formerly Spredfast + Lithium)

• Contentful provides organized, flexible data models with support for a variety of data types and content editors (e.g. WYSIWYGs, form fields, raw text areas).
• Contentful has great built-in versioning features with history and draft states so it's easy to make updates and revert when needed.
• Contentful has an intuitive user interface and good support for multiple spaces (which can be helpful for companies that need separate projects for dev/staging/production).

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• 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.

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• Preview of changes prior to publishing
• The ability to use a spell check plug-in when working on content (it doesn't work well with Grammarly)

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• 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.

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• It speed up our content creation process
• We've freed up dev and design resources for more important projects
• Given freedom to people to create new pages, while keeping some control so they wouldn't make serious mistakes

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• 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.

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