A solution to engage customers with smarter conversations on any channel, designed so support, marketing, sales, and even bots to have conversations at scale with customers.
$0
per month free for up to 10 agents
Khoros Service
Score 8.5 out of 10
Enterprise companies (1,001+ employees)
Khoros Service offers omnichannel engagement on publicly available channels like social, digital, chat, and voice, as well as owned online communities like Khoros Communities. The solution offers 1-to-1 and 1-to-many engagement with customers and consumers, bringing together automation through bots and human agents. Customer inquiries and support-related conversations can be routed and prioritized based on a variety of parameters, and the robust agent desktop solution…
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Pricing
Freshchat
Khoros Service
Editions & Modules
Growth
$19
per month (billed annually) per agent
Pro
$49
per month (billed annually) per agent
Enterprise
$79
per month (billed annually) per agent
No answers on this topic
Offerings
Pricing Offerings
Freshchat
Khoros Service
Free Trial
Yes
No
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
Optional
Optional
Additional Details
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Pricing is variable based on the needs of the customer.
It is best suited for having 24-hour support, where customers can interact easily, even using their phones, to raise concerns or inquire about information. This makes it easier than going through the documents portal as a source of knowledge or sending emails for worries. However, it can be less appropriate for scenarios when you need more formal communication, like emails, and when proper documentation is necessary.
Less Appropriate Scenarios- A fintech company has highly specialized or industry-specific workflows that are not easily accommodated within the standard capabilities of Khoros Care. In such cases, the platform may be less appropriate for businesses with extremely unique processes that require a high degree of customization. Well suited- financial institutions face a high volume of customer inquiries related to account management, transactions, and security concerns. Khoros Care's security features, automation capabilities, and integration with banking systems make it suitable for managing customer interactions in the financial services sector.
Real time customer support. During busy times all our available agents can jump on and handle large volume of customer interactions.
Automations and canned response features. With automation we can greet our customers the moment a chat gets assigned to an agent letting customers know they are being attended to similarly canned response helps us use templates for generic and commonly asked questions.
Dashboards and analytics. Freshchat's ability to build customized dashboards and analyze performance in a granular level helps us monitor workload and manage performance effectively.
Tagging system - it's possible to add a wide variety of labels and categories
Search feature - being able to find users by conversation number, username, or keywords makes it easier to navigate old conversations
Easy system for assigning conversations to other users
When you claim a conversation, it gets removed from the queue. This is much more visually explicit than Khoros Marketing's queue, for example, where all content remains visible in the queue and a bookmark gets moved around to distinguish the point where other users left off
Freshchat is one of the best platforms, but still there are certain areas that require further improvement in order for the platform to become flawless.
I feel that the automated system in Freshchat is comparatively slow and due to this, it does not respond well according to all the requirements.
There are certain features in Freshchat which are not available for everyone and they can only be accessed by those who are paying the highest pricing tier.
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.
Freshchat has met all our expectations and more. It has allowed our team to be more efficient with their time, field questions quickly, and escalate issues up the chain. We highly recommend freshchat as the perfect addition to anyone already using freshdesk or simply looking for a good solution for in app messaging.
Simply, there isn't anything on the market that is quite as personable as Khoros Care. After using a few different client messaging systems, this program gave the closest feel to in-person interaction that we could get during the COVID-19 epidemic and is an important part of our agency still to this day in 2023.
I give it an 8 due to its usability. Yes, I had a few issues to begin with and needed some assistance from Freshchat agents, but considering this is something that is completely new to me, to set up what feels like a professional chat handling system complete with autobot within a day is really saying something I feel.
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.
The experience we had in past for lets say 4-5 months with the support team and our TAM was really helpful. The changes in the bot flow has helped our bot to ensure we connect with customer easily.
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
Implementing the platform was not a big hassle for our client, it was seamless and easy we just had to follow a few steps and it was done. Just scaling was a bit of an issue but it got resolved with time and a bit of effort at both ends
Messaging across mediums - Freshchat integrates with majority of mainstream instant messaging apps. Like Facebook messenger, Telegram and WhatsApp . This makes it convenient for us to have a presence on the above-mentioned platforms and respond to messages from these platforms from a single Freshchat dashboard.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
Khoros is more than just a platform for social publishing. No other competitor provides the in-depth moderation and social listening services that they do. If you're looking for a one-stop-shop of a platform for all things social, this is the tool to be using. Others are better in usability and innovative functionality.
Of course as the company grows owing to its growing customer base, they need to think of out-of-the-box solutions to offer its clients and customer satisfaction is one of them. Retention is very much needed in competitive environment like today and hence it becomes imperative for companies to find different ways to reach their client basis and fix their issues
We have seen a positive shift of customers from reaching out to the Call Centre to the Social Care Team.
Monthly and Annual Reporting to keep track of performance and stats related to the team has been much easier to highlight areas for improvement (month2month and anually)
CSAT/NPS Survey results have increased via Khoros Care in comparison to the Call Centre.
