Khoros Care vs. Smith.ai Live Website Chat

I find Khoros Care quite powerful at tagging and ticket routing of audience conversations, categorising and prioritising the work flow. This has saved us substantial time and we seen an improvement in the customer experience to our customers. Customer agents are knowledgeable to deal with more complex and challenging issues, improving response times and customer satisfaction. The Live Workforce Dashboards are also vital in monitoring agents on a day to day basis.

Incentivized

Smith.ai Website Chat is an excellent solution for law firm owners that want a cost-effective strategy to capture lead information from website visitors. Our website generates hundreds of visitors each day and over 7,000 visitors per month. I strategically have placed the online chat feature on the contact page on our website to engage with only those potential clients that are serious about retaining our services and making a purchasing decision. I have priced this type of online chat service with several other providers (Ngage, Apex Chat). Some of these providers charge as much as $35 or hire per qualified lead. Smith.ai comes in at approximately $8-$15 per chat session with a potential lead and even offers some flat rate options. There can be further cost savings if only the chatbot feature is used without live agent support. In this option, a website visitor can engage with a chatbot using Automated questions and answers without the need for live agent support. My firm beta tested this product in of it itself and it generated several thousands of dollars in revenue. The customer support has also been exceptional. All the representatives at Smith.ai have been responsive to customer service questions and implementation of the product. Capturing leads with the chatbot feature and the live agent support has even been more profitable. Based on our CRM data, website chat leads generated over $127,500 of revenue for our firm and engaged with 230 potential clients in just the past 12 months.

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

• They set up and monitor your chat on your site, giving your prospects instant service.
• I have spent so much time with their support team. I never felt more welcome to an SaaS.
• Their phone monitoring system saves you time and will increase your profits by converting more leads into paying clients.

• 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.

Incentivized

• Although you can close the chat message, the chat bubble can not be closed and it can cause issues being able to read website content.

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

Smith.ai Live Website Chat allows you to provide a script for when they answer prospective clients. The script is customizable as your needs change. However, the script only goes so far, as they do not know your business personally. Once they do go through that script, they send you an email with the caller's contact information so you can reach out personally if they seem interested. They do so with efficiency.

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

Smith.ai pays for itself if we can help one site visitor move down our lead funnel to being a client. We have averaged over 50+ new leads each month since implementing the chat and with a close rate for becoming new clients that is double what our advertising PPC new client closing rate has been.

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 Khoros team has always been on point for various integration projects. It's important to note, however, a lot of features can be easily implemented without the Khoros team. The only reason I cannot score it higher than a 7 is that some more advanced features, especially in analytics, require you to use their APIs. The APIs are well set up but it could end up being challenging if you have limited expertise or other restrictions with APIs.

Incentivized

Khoros Care has awesome "ready to send" reports based on analytic views that you can set up. Whether it's reporting on one brand's ad or comparing it to a prior month or year the analytics are very user-friendly with awesome supportive widgets that allow you to view an incredible amount of information not available to use in prior platforms.

Incentivized

Came down to pricing. Smith.ai Live Website Chat did not have the same level of customization and support as other alternatives but there are enough customization and tools that it was clear it would solve the problems and at a good price.

Incentivized

I gave this rating because it does just that - it scales volume, channels and has allowed us to grow right along with it easily. When you look at future products, there's no sign of stopping the scalability either. They are looking to grow their platform, making it easy for your company to do the same.

Incentivized

• 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

• Positive - Smith.ai has easily saved me $25k+ in receptionist costs. They probably helped me land another $50k in new business I would otherwise not have brought in the door because they immediately grabbed the client on our website so they didn't get away or have to wait 2 days for a call back. Great ROI (100 to 1 ROI is probably not an exaggeration for my law firm).