15 Ratings
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Top Rated
122 Ratings
15 Ratings
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Score 8.2 out of 100

Khoros Care (Formerly Spredfast + Lithium)

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Top Rated
122 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Attribute Ratings

  • Conversocial is rated higher in 7 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating, In-Person Training, Online Training, Implementation Rating
  • Khoros Care (Formerly Spredfast + Lithium) is rated higher in 2 areas: Availability, Performance

Likelihood to Recommend

8.2

Conversocial

82%
11 Ratings
8.1

Khoros Care (Formerly Spredfast + Lithium)

81%
68 Ratings

Likelihood to Renew

9.1

Conversocial

91%
6 Ratings
8.3

Khoros Care (Formerly Spredfast + Lithium)

83%
36 Ratings

Usability

8.2

Conversocial

82%
5 Ratings
7.9

Khoros Care (Formerly Spredfast + Lithium)

79%
7 Ratings

Availability

8.7

Conversocial

87%
4 Ratings
9.0

Khoros Care (Formerly Spredfast + Lithium)

90%
4 Ratings

Performance

8.5

Conversocial

85%
4 Ratings
9.0

Khoros Care (Formerly Spredfast + Lithium)

90%
4 Ratings

Support Rating

8.2

Conversocial

82%
9 Ratings
6.9

Khoros Care (Formerly Spredfast + Lithium)

69%
10 Ratings

In-Person Training

9.1

Conversocial

91%
1 Rating
9.0

Khoros Care (Formerly Spredfast + Lithium)

90%
2 Ratings

Online Training

9.1

Conversocial

91%
3 Ratings
7.3

Khoros Care (Formerly Spredfast + Lithium)

73%
1 Rating

Implementation Rating

9.1

Conversocial

91%
6 Ratings
8.3

Khoros Care (Formerly Spredfast + Lithium)

83%
41 Ratings

Product Scalability

Conversocial

N/A
0 Ratings
8.6

Khoros Care (Formerly Spredfast + Lithium)

86%
34 Ratings

Likelihood to Recommend

Conversocial

From experience, you may ask the Conversocial team to make recommendations on licenses for larger vs. smaller social customer service teams. The need for support and the amount of usage you may get from the tool's robust offering may differ as a result of those precedents. The tool is adaptable in both scenarios it would seem.
Conway Stone | TrustRadius Reviewer

Khoros Care (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.
Anonymous | TrustRadius Reviewer

Pros

Conversocial

  • Previous conversations: This is one of the main reasons why I personally love Conversocial over Hootsuite and other social media engagement tools. Conversocial pulls in all previous interactions we've had with community members and it helps us identify if we've already addressed their problem, if they are a detractor/advocate, and so much more. With other engagement tools, it's frustrating as a community member may repost the same thing over and over again, but at different time periods. If you're unable to see what someone has said in the past, we may waste our time replying to the same thing multiple times, or we also risk responding with the same general advice, when we could try a different approach.
  • Tags and filters: Conversocials use of tags and filters are extremely simple to use. They have shortcuts which help you easily assign a tag to an item and then you can easily pull up each of those tags within Conversocial itself or your can open up an external report. If my team is in a hurry and wants to quickly see a certain tag, we can use the filter option and within seconds we have all the information we need.
  • Simple shortcuts: Conversocial has several shortcuts that save my team a lot of time. One single button on my keyboard can apply sentiment and archive something so it's out of my way. I can also use shortcuts to apply a tag, assign an item, and do other tasks. It may seem like a small benefit but each second saved really adds up throughout each day and week.
  • Communication: As we know, technology has issues and every tech issue Conversocial has experiences has been handled extremely well. I've never encountered any issues contacting Conversocial, we're always notified when they are working on a solution and once the problem has been fixed. We also receive random pop-ups within Conversocial to notify us of known issues before our team experiences them, and when there is a new feature that we should be aware of. Their communication is always on point and it's great to know that we can always rely on them.
Amy Ortega | TrustRadius Reviewer

Khoros Care (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.
Anonymous | TrustRadius Reviewer

Cons

Conversocial

  • I would like to see an improvement in the reporting dashboard which is something I mentioned to Josh (the CEO) on a call back in April. He said that it is something they are working on but to remember that this is truly a customer service social media platform so some of the features that I would like to see may not fit well with the users of the product.
Kellen McAvoy | TrustRadius Reviewer

Khoros Care (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.
Anonymous | TrustRadius Reviewer

Pricing Details

Conversocial

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Starting Price

Khoros Care (Formerly Spredfast + Lithium)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Starting Price

Likelihood to Renew

Conversocial

Conversocial 9.1
Based on 6 answers
The only two reasons we would not continue using Conversocial are it's lack of comprehensive analytics and its lack of Radian6's categorization tools. Tags make up for the categorization pretty well, however, and we're considering switching everything over to this now that we've tested tags for a couple months within Conversocial. (I previously wrote that Conversocial lacks support for some social channels like Instagram, LinkedIn, and YouTube, but they have now added Instagram and YouTube.)
Nolan Perry | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 8.3
Based on 36 answers
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.
Kevin Perry | TrustRadius Reviewer

Usability

Conversocial

Conversocial 8.2
Based on 5 answers
Because of the number of features it offers and the manner in which they're presented. I've explored a number of other tools that just don't do it as well. When sorting through and responding to hundreds of social media messages each day, the number of clicks it takes to do something really matters. Conversocial does a great job of minimizing clicks and presenting the data we need without having to click to find it
Nolan Perry | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 7.9
Based on 7 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

Conversocial

Conversocial 8.7
Based on 4 answers
Downtime is very rare, and the occasional occurrences are typically a problem with Twitter or FB API.
Andrey Grigoryev | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

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

Performance

Conversocial

Conversocial 8.5
Based on 4 answers
Extremely fast, practically in real time.
David Tull | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

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

Support Rating

Conversocial

Conversocial 8.2
Based on 9 answers
Our account rep at Conversocial has set up a call with me every two weeks to check in, talk about new features, or answer questions. I know I can email or call her for help anytime. Their support team also responds quickly.
Nolan Perry | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 6.9
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

Conversocial

Conversocial 9.1
Based on 1 answer
Comprehensive training in all aspects of the software and general usages (including social media) for both agents and managers. Simulation workshops really made the live deployment process very smooth.
Andrey Grigoryev | TrustRadius Reviewer

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

Online Training

Conversocial

Conversocial 9.1
Based on 3 answers
Outstanding & comprehensive training both on-line and instructor-led. Another crucial differentiator from competitors in our eyes.
Andrey Grigoryev | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 7.3
Based on 1 answer
No answer on this topic is available.

Implementation Rating

Conversocial

Conversocial 9.1
Based on 6 answers
Without any tech requirement on our end, this was an extraordinarily easy implementation to run, compared to other platforms like live chat or email.
David Tull | TrustRadius Reviewer

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 8.3
Based on 41 answers
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.
Laurren Neal | TrustRadius Reviewer

Alternatives Considered

Conversocial

Early on we did comparisons with Hootsuite and later with Adobe. While they have similarities, the difference at the time and likely currently, was the personal interest and general accessibility of Conversocial's platform and people. The combination of an effective CRM solution and a team that was readily available to help proved to be the winning formula for our business.
Conway Stone | TrustRadius Reviewer

Khoros Care (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.
Anonymous | TrustRadius Reviewer

Scalability

Conversocial

No score
No answers yet
No answers on this topic

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 8.6
Based on 34 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

Conversocial

  • One of the biggest benefits we are seeing is that we have reduced the number of post-holiday complaints coming into head office. Since we are responding to issues and concerns as they arise, we can impact overall customer satisfaction.
  • The efficiencies gained from using a centralized platform for managing the response process has enabled us to reduce our team by 50%.
  • We can track that we are responding to a fan's first message within 30 minutes.
  • We can track the number of messages each user engages with.
  • We can see the most effective times of day to post and reply.
Lauren Stewart | TrustRadius Reviewer

Khoros Care (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.
Mercia Mnisi | TrustRadius Reviewer

Screenshots

Conversocial

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