Freshchat vs. Khoros Care

its good app Freshdesk Messaging help me to contact the customer and contact the customer to inform my problem to solve it and is a good app and help full app and its easy to use uncomplicated and Freshdesk Helps me provide good quality to the customer and make customer feedback good for a company

Customer profile capabilities are a great way to continue to monitor a single user across all platforms. The Manage view leaves a lot to be desired as the experience is very click-intensive and doesn't allow for bulk actions on items. This can make the process of working from a "zero queue" quite time-consuming. Supervisor view should either not be dropped for this very reason, or Manage should be able to perform bulk actions.

Incentivized

• Freshchat has been offering best-in-class chatbots that primarily focus on intent and engagement.
• It is quite proactive and has rich media campaigns to segment and target audiences.
• Freshchat is also one of my favorite software because it offers seamless integration with apps.

Incentivized

• 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.

Incentivized

• Bot communications used to take time to appear, but this was fixed recently and we are now more than satisfied to use it.
• The initial process of setting up a Freshchat account is a long one.
• The billing is per member/month which can get expensive fast.

Incentivized

• I would like to be able to see deleted comments/tweets so we can look into the issues.
• I would like to be able to better customize dashboards for our exact metrics. Some things previously available in Spredfast are no longer available in Care.

Incentivized

Because all my work is based on fresh disk

Khoros Care has continued to provide exactly what we need, or work with us to get what we need to help our customers. They are timely in their assistance when there are technical issues, and they always keep us in the loop when there is an ongoing issue that impacts us

Incentivized

I think this is the best evaluation in my opinion

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.

Incentivized

No issues.

No issues.

I think this is the right assessment in my opinion

Khoros Support has always very responsive and helpful when it comes to getting my issue/inquiry addressed. Their ticket portal is great for tracking any open tickets and they can be updated via the portal or by responding to the email thread. Support reps are always extremely knowledgeable and care about getting you taken care of

Incentivized

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.

I hope to show new users data because this can save a lot of time

The implementation was carried out by a previous employee who left the organisation, however, because of the nature of the industry, we're frequently updating new processes. The setup of Khoros Care was quite simple to follow and update previous information that was done before I took over.

Incentivized

I have not used other messaging apps like Freshchat messaging. I did look at other options when evaluating if I would use Freshchat and it was apparent that Freshchat was the most cost-effective option with the highest potential for customization and the most features that would assist our customer service team the best.

Incentivized

It would be too long to list every pro and con. However, Khoros Care is built for asynchronous digital engagement and it shows throughout most of its features. It performs better, the agent workflow is better, and the reporting and analytics are better. On top of that, it requires a lot less people dedicated to administering the tool. This tool is way more agile, to the point where some changes in Khoros Care can be done in a few clicks. Whereas, for other tools, it took us hours if not days of work to do something similar.

Incentivized

Scalability has been easy. As we have grown and more customers have reached out to our digital platform, Khoros Care has been easy to work with and assess our next steps. Additionally, they are regularly integrating new platforms and tools that grow as our digital presence grows and our customers flow into those platforms.

• Freshchat makes it convenient for me to have a presence on Social Media Platforms like Facebook, WhatsApp and Telegram and respond to messages from these platforms from a single Freshchat dashboard.
• Freshchat is a very reliable platform.
• The platform has helped me in addressing the business problem of relying on poor modes of communication that delay the execution and resolving issues plaguing with our customers.

Incentivized

• 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.

Incentivized