Khoros Care vs. MobileMonkey

I find Khoros Care quite powerful at tagging and ticket routing of audience conversations, categorising and prioritising the work flow. This has saved us substantial time and we seen an improvement in the customer experience to our customers. Customer agents are knowledgeable to deal with more complex and challenging issues, improving response times and customer satisfaction. The Live Workforce Dashboards are also vital in monitoring agents on a day to day basis.

Incentivized

MobileMonkey would be great if you have a really strong social media presence and want to capitalize on people visiting your pages. It's great if you have a tech friendly audience who is not afraid to talk to a chatbot. If you have an audience where they might be uncomfortable or more of an "uptight" audience then it might not be fore you. It's also not great for heavy B2B if your focus is on high level targets as they're likely not logged in to Facebook at work. B2C is probably the best function for MobileMonkey, although it could be used to help field support messages.

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

• For small businesses on zero budget - provides a free.
• A Facebook group community with peers and experts helping each other.

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

• Terrible marketing ethics!
• 6am phone calls to my cell trying to up-sell me
• Spam galore! I have replied more than 5 times to be unsubscribed, yet they still spam me

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.

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 [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.

Incentivized

MobileMonkey support is second to none when you have a paid plan. Always willing to help and make your life a lot easier when you're facing any technical difficulties or frustrations. When I was on the free plan, I found plenty of useful resources that helped me solve my problems, and I could still contact support for help.

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.

The Khoros team has always been on point for various integration projects. It's important to note, however, a lot of features can be easily implemented without the Khoros team. The only reason I cannot score it higher than a 7 is that some more advanced features, especially in analytics, require you to use their APIs. The APIs are well set up but it could end up being challenging if you have limited expertise or other restrictions with APIs.

Incentivized

Khoros Care has awesome "ready to send" reports based on analytic views that you can set up. Whether it's reporting on one brand's ad or comparing it to a prior month or year the analytics are very user-friendly with awesome supportive widgets that allow you to view an incredible amount of information not available to use in prior platforms.

Incentivized

MobileMonkey is a lot less expensive than both Olark and Drift. We chose MobileMonkey because we were hoping the familiar interface and integration between social and the website would drive more interest which would lead to conversion and revenue. It's more of a chatbot than Intercom in that Intercom is really good for customer support, but MM is a nice way to get people interested by sharing high level data through a conversation that doesn't require a real person. However, Olark, Drift, and Intercom all integrate with the major CRMs and marketing automation platforms which gives them a real edge over MobileMonkey at this time.

Incentivized

I gave this rating because it does just that - it scales volume, channels and has allowed us to grow right along with it easily. When you look at future products, there's no sign of stopping the scalability either. They are looking to grow their platform, making it easy for your company to do the same.

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

• It has become a quick sunk-cost due to the amount of time I had to spend ignoring/blocking their unsolicited marketing/communication attempts.