<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
134 Ratings

Khoros Care

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
134 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100
8 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 6.7 out of 100

Attribute Ratings

  • Khoros Care is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.1

Khoros Care

81%
72 Ratings
5.0

Qualtrics XM Discover

50%
3 Ratings

Likelihood to Renew

8.1

Khoros Care

81%
40 Ratings

Qualtrics XM Discover

N/A
0 Ratings

Usability

7.5

Khoros Care

75%
7 Ratings

Qualtrics XM Discover

N/A
0 Ratings

Availability

9.0

Khoros Care

90%
4 Ratings

Qualtrics XM Discover

N/A
0 Ratings

Performance

9.0

Khoros Care

90%
4 Ratings

Qualtrics XM Discover

N/A
0 Ratings

Support Rating

7.0

Khoros Care

70%
11 Ratings

Qualtrics XM Discover

N/A
0 Ratings

In-Person Training

9.0

Khoros Care

90%
2 Ratings

Qualtrics XM Discover

N/A
0 Ratings

Online Training

7.3

Khoros Care

73%
1 Rating

Qualtrics XM Discover

N/A
0 Ratings

Implementation Rating

8.1

Khoros Care

81%
45 Ratings

Qualtrics XM Discover

N/A
0 Ratings

Product Scalability

8.5

Khoros Care

85%
37 Ratings

Qualtrics XM Discover

N/A
0 Ratings

Likelihood to Recommend

Khoros (Formerly Spredfast + Lithium)

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.
Read full review

Qualtrics

The tool is awesome and the survey tool that was demoed for me is truly one that will be a game changer. I've actually been on site with clarabridge and they are awesome and they truly have a bright future in this industry. As HR analytics takes off and continues to grow, they will continue to become a key in how different talent, initiatives, etc., are assessed and can truly get an insight on the voice of employees on many possible initiatives.
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Pros

Khoros (Formerly Spredfast + Lithium)

  • 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.
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Qualtrics

  • Voice to text functionality is extremely accurate.
  • Alert system for trending topics is very helpful.
  • The natural language processor is easy to tune to brand specific nuances.
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Cons

Khoros (Formerly Spredfast + Lithium)

  • 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.
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Qualtrics

  • Constant problems with being locked out of our Facebook account.
  • Responses not attaching to individual threads
  • No IG support
  • No IG DMs
  • Twitter Support lacking
Read full review

Pricing Details

Khoros Care

Starting Price

Editions & Modules

Khoros Care editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional Details

    Pricing is variable based on the needs of the customer.

    Get a Demo

    Qualtrics XM Discover

    Starting Price

    Editions & Modules

    Qualtrics XM Discover editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Khoros (Formerly Spredfast + Lithium)

      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.
      Read full review

      Qualtrics

      No answers on this topic

      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

      Qualtrics

      No answers on this topic

      Reliability and Availability

      Khoros (Formerly Spredfast + Lithium)

      No issues.
      Read full review

      Qualtrics

      No answers on this topic

      Performance

      Khoros (Formerly Spredfast + Lithium)

      No issues.
      Read full review

      Qualtrics

      No answers on this topic

      Support Rating

      Khoros (Formerly Spredfast + Lithium)

      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.
      Read full review

      Qualtrics

      No answers on this topic

      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.
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      Qualtrics

      No answers on this topic

      Implementation Rating

      Khoros (Formerly Spredfast + Lithium)

      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.
      Read full review

      Qualtrics

      No answers on this topic

      Alternatives Considered

      Khoros (Formerly Spredfast + Lithium)

      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.
      Read full review

      Qualtrics

      Clarabridge is far superior and the two truly can not be compared or spoken of in the same category. I would be open to the discussion of the many differences
      Read full review

      Scalability

      Khoros (Formerly Spredfast + Lithium)

      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
      Read full review

      Qualtrics

      No answers on this topic

      Return on Investment

      Khoros (Formerly Spredfast + Lithium)

      • 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.
      Read full review

      Qualtrics

      • Clarabridge has allowed the organization to identify customer issues faster leading to a higher retention of customers.
      Read full review

      Screenshots

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