Coosto vs Khoros Care (Formerly Spredfast + Lithium) | TrustRadius

What users are saying about

Score 10 out of 10

Based on 5 reviews and ratings

Score 8.5 out of 10

Based on 71 reviews and ratings

Pros

Quick, easy to use SQL based search functionality.
Simple interface with useful predesigned measures.

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Verified User

Professional in Corporate

Government Administration Company, 10,001+ employees

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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.

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Business Consultant, Social Customer Care

Southwest AirlinesAirlines/Aviation, 10,001+ employees

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Cons

The dashboard is only useable in full screen, not in compartments
Rather expensive

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Marketeer

Wensink AutomotiveAutomotive, 501-1000 employees

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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.

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Verified User

Manager in Marketing

Retail Company, 10,001+ employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

Khoros Care (Formerly Spredfast + Lithium) 8.0

Based on 11 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.

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Social Media Manager

Ford ArgentinaAutomotive, 10,001+ employees

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Usability

No score

No answers yet

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Khoros Care (Formerly Spredfast + Lithium) 8.0

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.

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Verified User

Analyst in Marketing

Restaurants Company, 1001-5000 employees

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Reliability and Availability

No score

No answers yet

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Khoros Care (Formerly Spredfast + Lithium) 9.0

Based on 3 answers

No issues.

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Verified User

Director in Marketing

Telecommunications Company, 501-1000 employees

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Performance

No score

No answers yet

No answers on this topic

Khoros Care (Formerly Spredfast + Lithium) 9.0

Based on 3 answers

No issues.

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Verified User

Director in Marketing

Telecommunications Company, 501-1000 employees

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Support Rating

No score

No answers yet

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Khoros Care (Formerly Spredfast + Lithium) 5.3

Based on 9 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.

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Verified User

Director in Customer Service

Transportation/Trucking/Railroad Company, 1001-5000 employees

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In-Person Training

No score

No answers yet

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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.

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Verified User

Director in Marketing

Telecommunications Company, 501-1000 employees

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Implementation Rating

No score

No answers yet

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Khoros Care (Formerly Spredfast + Lithium) 6.7

Based on 16 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

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Verified User

Director in Customer Service

Computer Software Company, 1001-5000 employees

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Alternatives Considered

Coosto is more powerful than the version of Hootsuite we used.

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Margaret Massop

Senior Social Media Manager

WebmasteryOnline Media, 11-50 employees

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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.

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Community Channel Manager

AGL EnergyUtilities, 1001-5000 employees

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Scalability

No score

No answers yet

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Khoros Care (Formerly Spredfast + Lithium) 7.7

Based on 9 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

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Director, Customer Service Strategy & Operations

ComcastMedia Production, 10,001+ employees

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Return on Investment

Positive impact on communications strategies.
Negative impact as product is often used for collecting metrics. Most of Coosto's metrics shouldn't be used for strategic or design decisions.

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Verified User

Professional in Corporate

Government Administration Company, 10,001+ employees

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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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Developer

SkyConsumer Services, 10,001+ employees

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Screenshots

See All (9) Coosto Screenshots

See All (4) Khoros Care (Formerly Spredfast + Lithium) Screenshots

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Optional

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