Khoros Care enables brands to serve their customers on their preferred digital channels, reducing costs and increasing customer satisfaction and revenue. It Offers: Web chat & messaging gives customers convenient, efficient channels to engage brands, while giving brands a single consolidated platform to manage customer engagements at scale. Supporting the widest range of digital messaging channels, including; web chat, in-app, email, Facebook, Twitter, Instagram,…
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Podium
Score 6.8 out of 10
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Podium, formerly Repdrive, is a ratings and review management platform from the company of the same name in Provo, Utah.
$249
per month
Pricing
Khoros Care
Podium
Editions & Modules
No answers on this topic
Podium Essentials
$249
per month 3 users
Podium Standard
$409
per month Unlimited users
Podium Professional
$599
per month Unlimited users
Offerings
Pricing Offerings
Khoros Care
Podium
Free Trial
No
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
No
Entry-level Setup Fee
Optional
No setup fee
Additional Details
Pricing is variable based on the needs of the customer.
Khorus care is built to maximize digital customer service; Strong and intuitive, it excels in workflow management, offering configurable automatic routing of incoming traffic, priority routing, and queue management, preventing "cherry-picking"; rich reporting and analytics functionality allows for analysis of performance metrics at a finer level; and it's super easy to integrate with all of your social media accounts. Though that isn't really an issue of the app, I believe Khorus care should focus on improving the general monotony of social media.
Podium is well suited for several types of businesses. If you are an entrepreneur or small business owner, Podium would be a great way for you to ask that customers leave you a review online sharing their awesome experience. For medium to large businesses, Podium review invites can be automated through the company's customer management system, allowing the use of Podium to be simple and not timely, even with a large customer base. It may not be appropriate for a large company to manually send out individual review invites
Maintains conversations indefinitely, so we are able to go back to confirm details from conversations.
Provides the ability for our company to have a 'team' messaging platform where we can communicate with one another via single person to a single person, groups where we can add/subtract members of the group... this is invaluable to our organization.
Until today(!), we could 'share' or forward a message to one another; oddly, that feature disappeared just today, so I'm hoping it's a glitch!
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.
Account manager communications: I had been asking my Podium account manager for integration with our CRM tool for over 8 months before my account manager fell silent. After another 6 months, I proactively reached out only to find out that the integration had been in Beta for months and 8 other companies had already integrated. It was frustrating that my account manager did not remember a key request and make the Beta available to me the minute that it was open.
Most of the things they claim work fine but they can still improve on certain areas as ease of integration, the pricing can be matched better as its a bit on the costly side. Other than these things its a great platform for social media integration at one place without any hassle to log into various famous platforms separately to cater to customer queries and issues
Again, Podium has been so wonderful in the year and a half we have been using it, we are able to integrate it with our CRM and use alot of the available features. The most helpful has been getting TONS of reviews on MULTIPLE sites through Podium!
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.
While giving our clients the ability to leave a review was there, we had much worse results and got fewer reviews through the Podium portal than we did by sending our clients simple email requests, or simply having our service staff ask for a review while still on the clients' job sites.
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
I have to send an email to get information. They have a chat system but I end up having to go through my rep for account questions. It was a little frustrating to not have a direct phone number to call with questions. I would like to see a helpline added.
I was not part of implementation and cannot speak to this section. I was not part of implementation and cannot speak to this section.I was not part of implementation and cannot speak to this section.I was not part of implementation and cannot speak to this section.I was not part of implementation and cannot speak to this section.
Both Khoros and Zendesk offer robust customer engagement solutions, but Khoros stands out in several ways. While Zendesk provides excellent ticketing and support functionalities, Khoros extends beyond traditional customer service, offering a comprehensive suite that includes social media management, community engagement, and broader digital care solutions.Khoros' strength lies in its ability to consolidate interactions from various digital touchpoints seamlessly, allowing for a unified approach to customer engagement across multiple channels. Its advanced analytics and automation capabilities empower businesses to derive deeper insights from customer interactions, facilitating data-driven decision-making.While Zendesk is exceptional for ticketing and support, Khoros' versatility and scalability make it stand out for companies aiming for a holistic, digital-first approach to customer engagement. Khoros' emphasis on integrating social media, messaging, and community management into one cohesive platform provides a more comprehensive view of customer interactions.Therefore, based on my experience with both platforms, if you're looking for a solution that encompasses a wider spectrum of digital customer engagement, offers deeper analytics, and seamlessly handles diverse channels, Khoros would be the optimal choice.
We use Digital Air Strike at our two GM dealerships because it is one of a small list of reputation management companies authorized by GM as part of their SFE program. Digital Air Strike surveys our customers and invites them to write a review about our dealership. It is not as effective or flexible as Podium so we have been using Podium at those dealerships alongside Digital Air Strike. We also recently started a trial use of ReplyPro which is a service that monitors review sites and writes customized responses to positive reviews and suggested responses to negative reviews. I'd like to see Podium add this as part of their service so we can consolidate 3rd party vendors and manage every aspect of online reputation management from one place.
Khoros Care has allowed us to stream all channels into one place, and has continued to allow growth as we've added other Social Media accounts to the list, we are up to at least 15, and that number keeps growing. It has saved so much time for us because we use one tool for a majority of our work now
Its easy to scale to different departments as needed. We initially began using it to solve one problem and as new features became available it was easy to scale this and include other departments who could benefit from its tools
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.
I am glad there are card readers now, sales team members too often try to just send a request instead of taking payment onsite.
It's made capturing messaging leads much easier.
It's worth the cost but if it did a few more things it would be worth a lot more to us. Document signatures, surveying after jobs, even geotagging of photos/reviews for SEO
