<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
134 Ratings
26 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9 out of 100

Khoros Care

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
134 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Attribute Ratings

  • Sparkcentral, by Hootsuite is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating

Likelihood to Recommend

10.0

Sparkcentral, by Hootsuite

100%
16 Ratings
8.1

Khoros Care

81%
72 Ratings

Likelihood to Renew

8.7

Sparkcentral, by Hootsuite

87%
4 Ratings
8.1

Khoros Care

81%
40 Ratings

Usability

10.0

Sparkcentral, by Hootsuite

100%
1 Rating
7.5

Khoros Care

75%
7 Ratings

Availability

Sparkcentral, by Hootsuite

N/A
0 Ratings
9.0

Khoros Care

90%
4 Ratings

Performance

Sparkcentral, by Hootsuite

N/A
0 Ratings
9.0

Khoros Care

90%
4 Ratings

Support Rating

10.0

Sparkcentral, by Hootsuite

100%
5 Ratings
7.0

Khoros Care

70%
11 Ratings

In-Person Training

Sparkcentral, by Hootsuite

N/A
0 Ratings
9.0

Khoros Care

90%
2 Ratings

Online Training

Sparkcentral, by Hootsuite

N/A
0 Ratings
7.3

Khoros Care

73%
1 Rating

Implementation Rating

Sparkcentral, by Hootsuite

N/A
0 Ratings
8.1

Khoros Care

81%
45 Ratings

Product Scalability

Sparkcentral, by Hootsuite

N/A
0 Ratings
8.5

Khoros Care

85%
37 Ratings

Likelihood to Recommend

Hootsuite

Sparkcentral has an extremely dedicated customer service team The platform UX is brilliant Reports are very detailed & easy to export The system is stable more than 98% of the time Queue management is extremely easy They need to work on a mobile app / making the website mobile friendly The ability to add more social media channels is essential
Read full review

Khoros (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.
Read full review

Pros

Hootsuite

  • The biggest advantage of the Sparkcentral platform is its "inbox zero" philosophy. With this, our customer support requests are queued within the app, and agents need to work down the queue to keep it empty.
  • The app is designed from the ground up for customer care - instead of taking a generic social platform, and sprinkling in some customer care tools. Everything about Sparkcental is designed for helping our customers.
  • Sparkcentral allows us to do much better CRM. We can make customer notes, see recent interactions, determine who helped the customer (and when).
Read full review

Khoros (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.
Read full review

Cons

Hootsuite

  • In the beginning our team had the option to see what another user was typing as they responded to a post. With the latest update, this was taken away. That feature was key for us to shadow agents remotely who are still in training to provide real time feedback.
  • Our company has a number of different brands that we manage. Having a truly unified queue would be a great addition for us!
  • The bulk resolve should allow the option to select on the posts that you wish to resolve instead of selecting a time frame for bulk resolve. Often we find that marketing posts generate more volume in the evening. However, there are sometimes posts where the customer needs assistance during that time. So, if we were to bulk resolve for a certain number of evening hours we would potentially miss a customer's concern through that option as it is currently. But, if the option was to go through and select on all marketing posts and then bulk resolve you would ensure that you are not missing a post where a customer needs assistance.
Read full review

Khoros (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.
Read full review

Pricing Details

Sparkcentral, by Hootsuite

Starting Price

$0 Unlimited amount of seats, Best for starters in Messaging

Editions & Modules

Sparkcentral, by Hootsuite editions and modules pricing
EditionModules
Starter Package$1
Omnichannel Package$$2
Enterprise Package$$$3

Footnotes

  1. Unlimited amount of seats, Best for starters in Messaging
  2. Unlimited amount of users, Best for growing Messaging Teams
  3. Unlimited amount of users, Best for advanced organizations

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Optional

Additional Details

Starter Package $ Unlimited amount of seats Best for starters in Messaging Channels can include Facebook, Instagram, WhatsApp, Twitter, Web Chat, App Chat, SMS, Webform Access to all platform features Basic chatbot and automation options No API integrations Up to 2000 closed conversations/month Self service onboarding 24/7 support Omnichannel Package $$ Unlimited amount of users Best for growing Messaging Teams Channels can include Facebook, Instagram, WhatsApp, Twitter, Web Chat, App Chat, SMS, Webform, WeChat, Telegram, Line, ABC, RCS Access to all platform features AI based chatbot and automation options Standard API integrations Up to 5000 closed conversations/month Guided onboarding 24/7 support Enterprise Package $$$ Unlimited amount of users Best for advanced organizations Channels can include Facebook, Instagram, WhatsApp, Twitter, Web Chat, App Chat, SMS, Webform, WeChat, Telegram, Line, ABC, RCS Access to all platform features Advanced AI based chatbot and automation options Advanced API integrations Custom amount of closed conversations/month Customer Success Manager 24/7 support We calculate our price on monthly conversations. There is no extra fee for extra agents. Price on demand. (Request a Demo only, No Pricing Page available yet)

Khoros Care

Starting Price

Editions & Modules

Khoros Care editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional Details

    Pricing is variable based on the needs of the customer.

    Get a Demo

    Likelihood to Renew

    Hootsuite

    Sparkcentral has never given us a good reason to consider any other option. Aside from all the positive points I mentioned in previous areas of this review, something else that has really impressed us is their customer service (makes sense, they're a customer service company after all!). Any time we have a question or concern, we send them an email and we get a response almost instantly.
    Read full review

    Khoros (Formerly Spredfast + Lithium)

    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.
    Read full review

    Usability

    Hootsuite

    The system meets all my expectations.
    Read full review

    Khoros (Formerly Spredfast + Lithium)

    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.
    Read full review

    Reliability and Availability

    Hootsuite

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    No issues.
    Read full review

    Performance

    Hootsuite

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    No issues.
    Read full review

    Support Rating

    Hootsuite

    Incredible customer service team that replies back very quickly, follows up on the reported issue till it's resolved in a very timely manner.
    Read full review

    Khoros (Formerly Spredfast + Lithium)

    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.
    Read full review

    In-Person Training

    Hootsuite

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    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.
    Read full review

    Implementation Rating

    Hootsuite

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    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.
    Read full review

    Alternatives Considered

    Hootsuite

    Sparkcentral does what it has offered to do, where other software made empty promises, Sparkcentral delivers. They also inform us, anytime they are undergoing maintenance or when Twitter or Facebook has an API change, where in previous cases we would have to discover this ourselves.
    Read full review

    Khoros (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.
    Read full review

    Scalability

    Hootsuite

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    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
    Read full review

    Return on Investment

    Hootsuite

    • Customers appreciate fast responses to the things they post on social media. This tool allows that to happen.
    • The dashboard allows us to keep up with how many are waiting in our queue so we can keep up with how busy we are during the day and manage it.
    • Customer satisfaction has seemed to increase while using this tool.
    • Being able to add notes with the customers address and phone info is awesome as well.
    Read full review

    Khoros (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.
    Read full review

    Screenshots

    Add comparison