Khoros Care vs. Nectar Desk

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.

Incentivized

I would recommend Nectar Desk if you are going to launch it across an entire organization. By launching for only one department, it has been extremely difficult to not have the connectivity we want across the entire company.

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

• Customizing Multiple Ring Groups: Allows for different call routing options depending on what phone number is dialed by a caller
• Agent Login Tracking & Analytics: I can see minute by minute details of my team's login status and better understand how they're using their time
• IVR Set Up: I can set up and edit/change IVR settings with the click of a few buttons, it's super easy!
• Call History Tracking: I can easily filter and view all calls for the day to see what was inbound vs outbound, how many calls were handled by each agent, how many calls were missed, how many were outside of business hours, what the dispositions for each call were, and MORE. The Call History analytics are GREAT.

Incentivized

• 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.

Incentivized

• When a caller becomes assigned to an agent, SMS notifications are only sent to that agent. This is difficult for our call center manager to monitor if the team is handling all SMS replies efficiently and effectively.
• Because Nectar Desk is a chrome-based calling software, we are limited in accessing the platform. Due to the ongoing pandemic, this presented a challenge in making sure that all agents' at-home computers were capable of running the software.

Incentivized

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

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 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.

Incentivized

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.

Incentivized

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

• 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

• As the marketing agency that implemented this software for a client, we have 100% insight into call performance. Our client previously throughout random numbers, was always guessing on his team's performance, and now we have actual insight into how the intake team is truly performing—we know 100% of the inbound calls they make, how many outbound calls are made in a day, and how much time is spent 'idle'. This has allowed our client to hire the appropriate number of call center staff based on actual data and has allowed us to shift our marketing budget to focus on driving the right callers.

Incentivized