<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
41 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.2 out of 100

Feature Set Ratings

    Listening/monitoring

    Khoros Care

    Feature Set Not Supported
    N/A
    8.6

    SAP Cloud for Social Engagement

    86%
    SAP Cloud for Social Engagement ranks higher in 4/4 features

    Boolean keyword searches

    N/A
    0 Ratings
    9.3
    93%
    3 Ratings

    Filtering out noise/spam

    N/A
    0 Ratings
    7.5
    75%
    3 Ratings

    Sentiment analysis

    N/A
    0 Ratings
    8.5
    85%
    3 Ratings

    Broad channel coverage

    N/A
    0 Ratings
    9.0
    90%
    3 Ratings

    Publishing

    Khoros Care

    Feature Set Not Supported
    N/A
    9.3

    SAP Cloud for Social Engagement

    93%
    SAP Cloud for Social Engagement ranks higher in 4/4 features

    Content planning and scheduling

    N/A
    0 Ratings
    10.0
    100%
    3 Ratings

    Audience targeting

    N/A
    0 Ratings
    9.3
    93%
    3 Ratings

    Content optimization

    N/A
    0 Ratings
    9.3
    93%
    3 Ratings

    Workflow management

    N/A
    0 Ratings
    8.5
    85%
    3 Ratings

    Engagement

    Khoros Care

    Feature Set Not Supported
    N/A
    8.7

    SAP Cloud for Social Engagement

    87%
    SAP Cloud for Social Engagement ranks higher in 3/3 features

    Automated routing and prioritization

    N/A
    0 Ratings
    9.3
    93%
    3 Ratings

    Customer interaction histories

    N/A
    0 Ratings
    9.3
    93%
    3 Ratings

    Bulk actions

    N/A
    0 Ratings
    7.5
    75%
    3 Ratings

    Marketing

    Khoros Care

    Feature Set Not Supported
    N/A
    8.9

    SAP Cloud for Social Engagement

    89%
    SAP Cloud for Social Engagement ranks higher in 4/4 features

    Lead generation

    N/A
    0 Ratings
    9.3
    93%
    3 Ratings

    Content marketing

    N/A
    0 Ratings
    9.3
    93%
    3 Ratings

    Paid media management

    N/A
    0 Ratings
    9.3
    93%
    3 Ratings

    Campaigns and promotions

    N/A
    0 Ratings
    7.8
    78%
    3 Ratings

    Channel coverage/integration

    Khoros Care

    Feature Set Not Supported
    N/A
    9.0

    SAP Cloud for Social Engagement

    90%
    SAP Cloud for Social Engagement ranks higher in 7/7 features

    Twitter

    N/A
    0 Ratings
    8.5
    85%
    3 Ratings

    Facebook

    N/A
    0 Ratings
    10.0
    100%
    3 Ratings

    LinkedIn

    N/A
    0 Ratings
    10.0
    100%
    3 Ratings

    Google+

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Instagram

    N/A
    0 Ratings
    10.0
    100%
    3 Ratings

    Pinterest

    N/A
    0 Ratings
    7.0
    70%
    2 Ratings

    YouTube

    N/A
    0 Ratings
    9.3
    93%
    3 Ratings

    Reporting/analytics

    Khoros Care

    Feature Set Not Supported
    N/A
    9.3

    SAP Cloud for Social Engagement

    93%
    SAP Cloud for Social Engagement ranks higher in 3/3 features

    Campaign success analytics

    N/A
    0 Ratings
    9.3
    93%
    3 Ratings

    Real-time tracking

    N/A
    0 Ratings
    9.3
    93%
    3 Ratings

    Competitor analysis

    N/A
    0 Ratings
    9.3
    93%
    3 Ratings

    Account management

    Khoros Care

    Feature Set Not Supported
    N/A
    10.0

    SAP Cloud for Social Engagement

    100%
    SAP Cloud for Social Engagement ranks higher in 2/2 features

    Role-based user permissions & privileges

    N/A
    0 Ratings
    10.0
    100%
    3 Ratings

    Mobile access

    N/A
    0 Ratings
    10.0
    100%
    3 Ratings

    Attribute Ratings

    • SAP Cloud for Social Engagement is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    8.1

    Khoros Care

    81%
    72 Ratings
    9.3

    SAP Cloud for Social Engagement

    93%
    3 Ratings

    Likelihood to Renew

    8.1

    Khoros Care

    81%
    40 Ratings

    SAP Cloud for Social Engagement

    N/A
    0 Ratings

    Usability

    7.5

    Khoros Care

    75%
    7 Ratings
    9.3

    SAP Cloud for Social Engagement

    93%
    2 Ratings

    Availability

    9.0

    Khoros Care

    90%
    4 Ratings

    SAP Cloud for Social Engagement

    N/A
    0 Ratings

    Performance

    9.0

    Khoros Care

    90%
    4 Ratings

    SAP Cloud for Social Engagement

    N/A
    0 Ratings

    Support Rating

    7.0

    Khoros Care

    70%
    11 Ratings
    9.3

    SAP Cloud for Social Engagement

    93%
    2 Ratings

    In-Person Training

    9.0

    Khoros Care

    90%
    2 Ratings

    SAP Cloud for Social Engagement

    N/A
    0 Ratings

    Online Training

    7.3

    Khoros Care

    73%
    1 Rating

    SAP Cloud for Social Engagement

    N/A
    0 Ratings

    Implementation Rating

    8.1

    Khoros Care

    81%
    45 Ratings

    SAP Cloud for Social Engagement

    N/A
    0 Ratings

    Product Scalability

    8.5

    Khoros Care

    85%
    37 Ratings

    SAP Cloud for Social Engagement

    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

    SAP

    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.
    Read full review

    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.
    Read full review

    SAP

    • 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.
    Read full review

    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.
    Read full review

    SAP

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

      SAP Cloud for Social Engagement

      Starting Price

      Editions & Modules

      SAP Cloud for Social Engagement 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

        SAP

        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

        SAP

        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.
        Read full review

        Reliability and Availability

        Khoros (Formerly Spredfast + Lithium)

        No issues.
        Read full review

        SAP

        No answers on this topic

        Performance

        Khoros (Formerly Spredfast + Lithium)

        No issues.
        Read full review

        SAP

        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

        SAP

        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.
        Read full review

        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.
        Read full review

        SAP

        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

        SAP

        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

        SAP

        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.
        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

        SAP

        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

        SAP

        • 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
        Read full review

        Screenshots

        Add comparison