Likelihood to Recommend Khoros (Formerly Spredfast + Lithium)
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.
Read full review From experience, you may ask the Conversocial team to make recommendations on licenses for larger vs. smaller social customer service teams. The need for support and the amount of usage you may get from the tool's robust offering may differ as a result of those precedents. The tool is adaptable in both scenarios it would seem.
Read full review Pros Khoros (Formerly Spredfast + Lithium)
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 Read full review Previous conversations: This is one of the main reasons why I personally love Conversocial over Hootsuite and other social media engagement tools. Conversocial pulls in all previous interactions we've had with community members and it helps us identify if we've already addressed their problem, if they are a detractor/advocate, and so much more. With other engagement tools, it's frustrating as a community member may repost the same thing over and over again, but at different time periods. If you're unable to see what someone has said in the past, we may waste our time replying to the same thing multiple times, or we also risk responding with the same general advice, when we could try a different approach. Tags and filters: Conversocials use of tags and filters are extremely simple to use. They have shortcuts which help you easily assign a tag to an item and then you can easily pull up each of those tags within Conversocial itself or your can open up an external report. If my team is in a hurry and wants to quickly see a certain tag, we can use the filter option and within seconds we have all the information we need. Simple shortcuts: Conversocial has several shortcuts that save my team a lot of time. One single button on my keyboard can apply sentiment and archive something so it's out of my way. I can also use shortcuts to apply a tag, assign an item, and do other tasks. It may seem like a small benefit but each second saved really adds up throughout each day and week. Communication: As we know, technology has issues and every tech issue Conversocial has experiences has been handled extremely well. I've never encountered any issues contacting Conversocial, we're always notified when they are working on a solution and once the problem has been fixed. We also receive random pop-ups within Conversocial to notify us of known issues before our team experiences them, and when there is a new feature that we should be aware of. Their communication is always on point and it's great to know that we can always rely on them. Read full review Cons Khoros (Formerly Spredfast + Lithium)
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. Read full review I would like to see an improvement in the reporting dashboard which is something I mentioned to Josh (the CEO) on a call back in April. He said that it is something they are working on but to remember that this is truly a customer service social media platform so some of the features that I would like to see may not fit well with the users of the product. Read full review Likelihood to Renew Khoros (Formerly Spredfast + Lithium)
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.
Read full review The only two reasons we would not continue using Conversocial are it's lack of comprehensive analytics and its lack of Radian6's categorization tools. Tags make up for the categorization pretty well, however, and we're considering switching everything over to this now that we've tested tags for a couple months within Conversocial. (I previously wrote that Conversocial lacks support for some social channels like Instagram, LinkedIn, and YouTube, but they have now added Instagram and YouTube.)
Read full review Usability 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 Because of the number of features it offers and the manner in which they're presented. I've explored a number of other tools that just don't do it as well. When sorting through and responding to hundreds of social media messages each day, the number of clicks it takes to do something really matters. Conversocial does a great job of minimizing clicks and presenting the data we need without having to click to find it
Read full review Reliability and Availability Khoros (Formerly Spredfast + Lithium)
No issues.
Read full review Downtime is very rare, and the occasional occurrences are typically a problem with Twitter or FB API.
Read full review Performance Khoros (Formerly Spredfast + Lithium)
No issues.
Read full review Extremely fast, practically in real time.
Read full review Support Rating Khoros (Formerly Spredfast + Lithium)
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
Read full review Our account rep at Conversocial has set up a call with me every two weeks to check in, talk about new features, or answer questions. I know I can email or call her for help anytime. Their support team also responds quickly.
Read full review In-Person Training 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 Comprehensive training in all aspects of the software and general usages (including social media) for both agents and managers. Simulation workshops really made the live deployment process very smooth.
Read full review Online Training Khoros (Formerly Spredfast + Lithium)
Outstanding & comprehensive training both on-line and instructor-led. Another crucial differentiator from competitors in our eyes.
Read full review Implementation Rating Khoros (Formerly Spredfast + Lithium)
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
Read full review Without any tech requirement on our end, this was an extraordinarily easy implementation to run, compared to other platforms like live chat or email.
Read full review Alternatives Considered Khoros (Formerly Spredfast + Lithium)
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.
Read full review Early on we did comparisons with Hootsuite and later with Adobe. While they have similarities, the difference at the time and likely currently, was the personal interest and general accessibility of Conversocial's platform and people. The combination of an effective CRM solution and a team that was readily available to help proved to be the winning formula for our business.
Read full review Scalability Khoros (Formerly Spredfast + Lithium)
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
Read full review Return on Investment Khoros (Formerly Spredfast + Lithium)
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. Read full review One of the biggest benefits we are seeing is that we have reduced the number of post-holiday complaints coming into head office. Since we are responding to issues and concerns as they arise, we can impact overall customer satisfaction. The efficiencies gained from using a centralized platform for managing the response process has enabled us to reduce our team by 50%. We can track that we are responding to a fan's first message within 30 minutes. We can track the number of messages each user engages with. We can see the most effective times of day to post and reply. Read full review ScreenShots Verint Messaging Screenshots