Khoros Care vs. Squaretalk

Customer profile capabilities are a great way to continue to monitor a single user across all platforms. The Manage view leaves a lot to be desired as the experience is very click-intensive and doesn't allow for bulk actions on items. This can make the process of working from a "zero queue" quite time-consuming. Supervisor view should either not be dropped for this very reason, or Manage should be able to perform bulk actions.

Incentivized

It has helped us a lot with the communication flow of the company, employees have better communication with each other, via chat or if they are out of the office. They can also answer the chat or calls without problems with the mobile application. Very useful in all aspects, that's why we highly recommend it.

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

• Excellent reception of calls and video calls, looks very clear, which makes it a better experience and information can be passed without any problem.
• Screen sharing is excellent for video conferencing, when we need to explain a task or show a file from our computer, everyone understands and is satisfied.
• I like that even if I am not in my work area, from my mobile devices such as my phone or tablet, I can access the application.

Incentivized

• 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

Khoros Care has continued to provide exactly what we need, or work with us to get what we need to help our customers. They are timely in their assistance when there are technical issues, and they always keep us in the loop when there is an ongoing issue that impacts us

Incentivized

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

No issues.

No issues.

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

Incentivized

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 implementation was carried out by a previous employee who left the organisation, however, because of the nature of the industry, we're frequently updating new processes. The setup of Khoros Care was quite simple to follow and update previous information that was done before I took over.

Incentivized

It would be too long to list every pro and con. However, Khoros Care is built for asynchronous digital engagement and it shows throughout most of its features. It performs better, the agent workflow is better, and the reporting and analytics are better. On top of that, it requires a lot less people dedicated to administering the tool. This tool is way more agile, to the point where some changes in Khoros Care can be done in a few clicks. Whereas, for other tools, it took us hours if not days of work to do something similar.

Incentivized

Scalability has been easy. As we have grown and more customers have reached out to our digital platform, Khoros Care has been easy to work with and assess our next steps. Additionally, they are regularly integrating new platforms and tools that grow as our digital presence grows and our customers flow into those platforms.

• 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

• A very easy-to-use program that does not require external technical support for installation or learning. Employees are more focused on their activities and the easy way to send files, which is a considerable saving of time and man-hours.

Incentivized