Inbenta Chatbots vs. Khoros Care

In my case, being that I serve a very niche customer base and have had an excellent result with this tool, I would widely tell anyone within my industry and niche to go for it! I can't speak for larger applications but based on my experience with them; I would be confident to recommend it.

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.

Incentivized

• Integrate the voice into the customer experience.
• A real, relatable and up to par spanish translation.
• An amazing customer service structure.

• 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

Incentivized

• I have not come across an issue that tech support is not willing/able to fix or teach a way around it.

• 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

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.

Incentivized

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.

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.

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

Incentivized

The program I have been using so far is not actually listed on this platform, it is called Marketing Master IO; while AMAZING, I have found that while in the early stages of development, there is a lack of some features and the Alexa advantage has taken all-important at this point, we have that more and more of our target clientele use Alexa and this gives us an edge.

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.

Incentivized

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

Incentivized

• We have been able to expedite the process of interaction and capturing details for orders using the chatbots.

• 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.

Incentivized