Top Rated
77 Ratings
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Score 9 out of 100
42 Ratings
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Score 8.8 out of 100

Likelihood to Recommend

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care is great for managing and pulling in customer posts from the community, Facebook, and Twitter. Saves us a lot of time and effort by letting us address our customers from multiple social media in an easy interface. It's also great to allow multiple agents to discuss a customer's case using the internal notes and conversation reassignment feature. The snooze feature is a personal godsend; it lets me space out reminders for the many cases I juggle at a time.
Anonymous | TrustRadius Reviewer

SAP Cloud for Social Engagement

My company exists within the Hospitality & Tourism industry where we provide Marketing and Event Planning services. SAP Cloud for Social Engagement helps me gain insight into how my vendors and clients feel about my company's brands, categories, products and services while remaining up-to-date with current market issues and trends.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Listening/monitoring

Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
8.9
Boolean keyword searches
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.5
Filtering out noise/spam
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
8.0
Sentiment analysis
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.0
Broad channel coverage
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.0

Publishing

Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.5
Content planning and scheduling
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
10.0
Audience targeting
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.5
Content optimization
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.5
Workflow management
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.0

Engagement

Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.0
Automated routing and prioritization
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.5
Customer interaction histories
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.5
Bulk actions
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
8.0

Marketing

Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.2
Lead generation
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.5
Content marketing
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.5
Paid media management
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.5
Campaigns and promotions
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
8.5

Channel coverage/integration

Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.1
Twitter
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.0
Facebook
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
10.0
LinkedIn
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
10.0
Google+
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
8.0
Instagram
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
10.0
Pinterest
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
7.0
YouTube
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.5

Reporting/analytics

Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.5
Campaign success analytics
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.5
Real-time tracking
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.5
Competitor analysis
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
9.5

Account management

Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
10.0
Role-based user permissions & privileges
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
10.0
Mobile access
Khoros Care (Formerly Spredfast + Lithium)
SAP Cloud for Social Engagement
10.0

Pros

Khoros Care (Formerly Spredfast + Lithium)

  • Multi Platform Integration - It is fantastic to be available to our customers throughout the digital world.
  • Representative Workflow - The platform allows for a customizable workflow that you can utilize to meet your demand, while not overloading your employees.
  • Customer profile - The tool allows you to build a profile for each customer. As long as you identify a primary account to each contact, you can build a comprehensive profile which includes contact history and linking to multiple digital channels.
Anonymous | TrustRadius Reviewer

SAP Cloud for Social Engagement

  • Communication with multiple social media accounts including Facebook,Twitter and LinkedIn.
  • Utilize social preconfigured templates to respond quickly to current and potential clients.
  • Go above and beyond the number of Twitter followers and Facebook likes. Gain real-time insight into key trends and topics being discussed.
Albano García Pelaz | TrustRadius Reviewer

Cons

Khoros Care (Formerly Spredfast + Lithium)

  • Khoros does a good job of continually making updates to the SMM platform and typically address "wish list" items from our Team.
  • There are some areas within the mobile app that could be improved such as being able to tag a conversation and adjust reporting date parameters.
Rob Hahn | TrustRadius Reviewer

SAP Cloud for Social Engagement

  • Include more social network standard integrations
  • Include more ready to use templates
  • Add more metrics within reports being pulled
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 8.8
Based on 12 answers
We just renewed our contracted with Khoros and committed to a three-year agreement. This speaks to the confidence we have in the product and the employees who create the feature enhancements. This is one of the few companies that allows engineers or management teams to speak right to the customer without going through their sales rep or company contact. The innovation that comes out of this group is nothing short of amazing
Bill Gerth | TrustRadius Reviewer

SAP Cloud for Social Engagement

No score
No answers yet
No answers on this topic

Usability

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 8.4
Based on 6 answers
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.
Anonymous | TrustRadius Reviewer

SAP Cloud for Social Engagement

SAP Cloud for Social Engagement 9.5
Based on 2 answers
It does the job it promises. It provides a very effective communication channel between my company and its clients and ensures that it is clear and retrievable. Communication is easier across various channels and also, many pre-recorded formats are available to make the process even smoother.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 9.0
Based on 4 answers
Anonymous | TrustRadius Reviewer

SAP Cloud for Social Engagement

No score
No answers yet
No answers on this topic

Performance

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 9.0
Based on 4 answers
Anonymous | TrustRadius Reviewer

SAP Cloud for Social Engagement

No score
No answers yet
No answers on this topic

Support Rating

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 6.0
Based on 10 answers
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.
Anonymous | TrustRadius Reviewer

SAP Cloud for Social Engagement

SAP Cloud for Social Engagement 9.5
Based on 2 answers
The marketing teams have reached out to SAP Cloud for Social Engagement support team multiple times and it has always been a breeze. Every issue is mostly resolved within the promised time frame. They seem to be well educated on the product.
Anonymous | TrustRadius Reviewer

In-Person Training

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 9.0
Based on 2 answers
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.
Anonymous | TrustRadius Reviewer

SAP Cloud for Social Engagement

No score
No answers yet
No answers on this topic

Implementation Rating

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 7.8
Based on 18 answers
I was very satisfied. It was very smooth as they know what they are asking for. The requirements gathering was smooth. It was a short cycle. Deployment just took a couple of weeks.

After doing a deployment and a release, my recommendations would have been to mine more of our tags, words that I’m looking for, i.e. to pull in a bigger vocabulary from our historical cases of searchable words and phrases. When we eventually did this, it made the system run so much better. We just sucked it out of old cases and run a report which dumps into spreadsheet
Anonymous | TrustRadius Reviewer

SAP Cloud for Social Engagement

No score
No answers yet
No answers on this topic

Alternatives Considered

Khoros Care (Formerly Spredfast + Lithium)

Hootsuite, Sprout social were two tools we had used previously - they were certainly manageable for smaller-scale social media support, however, were largely no-frills and did not offer the level of depth in integrations and analytics that Khoros did. Workflow was also not up to scratch from an enterprise perspective.
Liam Woods | TrustRadius Reviewer

SAP Cloud for Social Engagement

The SAP solution is more complete than others because it includes capabilities for social media listening, real-time social media message response, social profiles and history, and analytics in one system.
Albano García Pelaz | TrustRadius Reviewer

Scalability

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 8.3
Based on 10 answers
Social media teams can range from small or large teams. But one thing that is consistent is that social media professionals get asked to do a lot. Having a tool that helps your team, no matter the size is very beneficial. It'll grow with you and allow you to further develop your company's social media.
Anonymous | TrustRadius Reviewer

SAP Cloud for Social Engagement

No score
No answers yet
No answers on this topic

Return on Investment

Khoros Care (Formerly Spredfast + Lithium)

  • Khoros has had a massive impact on our Social Support strategy. There's nothing like it that we've seen out there that comes close to the capabilities that this platform has. It is an extremely robust and powerful tool which is always growing.
  • We've been able to reach more customers quicker on Social and listen to more content than before using Social Web. This greater reach has had a profound impact on our customer behavior with many choosing to use Social as a first point of contact. Growth in certain channels such as Twitter, as a result, has been exponential.
  • Like many businesses we measure a lot of data, specifically focussing on NPS and how easy it was to achieve your goal. This approach is enhanced by the data that Khoros gives us as an organization, allowing more effective quality monitoring, development, and reviews to take place within the teams.
Robert Thomson | TrustRadius Reviewer

SAP Cloud for Social Engagement

  • Provides real-time social media messaging responses
  • Organizes analytics within one system
  • Our planners and sales team has seen an overall increase in business and revenue after implementing the SAP Cloud for Social Engagement
Anonymous | TrustRadius Reviewer

Screenshots

SAP Cloud for Social Engagement

Pricing Details

Khoros Care (Formerly Spredfast + Lithium)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

SAP Cloud for Social Engagement

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?

Rating Summary

Likelihood to Recommend

Khoros Care (Formerly Spredfast + Lithium)
8.4
SAP Cloud for Social Engagement
9.5

Likelihood to Renew

Khoros Care (Formerly Spredfast + Lithium)
8.8
SAP Cloud for Social Engagement

Usability

Khoros Care (Formerly Spredfast + Lithium)
8.4
SAP Cloud for Social Engagement
9.5

Reliability and Availability

Khoros Care (Formerly Spredfast + Lithium)
9.0
SAP Cloud for Social Engagement

Performance

Khoros Care (Formerly Spredfast + Lithium)
9.0
SAP Cloud for Social Engagement

Support Rating

Khoros Care (Formerly Spredfast + Lithium)
6.0
SAP Cloud for Social Engagement
9.5

In-Person Training

Khoros Care (Formerly Spredfast + Lithium)
9.0
SAP Cloud for Social Engagement

Online Training

Khoros Care (Formerly Spredfast + Lithium)
7.3
SAP Cloud for Social Engagement

Implementation Rating

Khoros Care (Formerly Spredfast + Lithium)
7.8
SAP Cloud for Social Engagement

Scalability

Khoros Care (Formerly Spredfast + Lithium)
8.3
SAP Cloud for Social Engagement

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