Khoros Care vs. Vantage Point

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.

Incentivized

It's great if you have a small contact center and are very comfortable with Vantage Point's coding, and you don't use Macs. Outside of that it can be a pretty tough platform to use. If you are running a large contact center or anything that will change much, I wouldn't recommend Vantage Point

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

• Cheap - Vantage point is a very economic solution.
• Strong WFM models - Modified Erlang is great.

Incentivized

• 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.

Incentivized

• Predications are not accurate, much less than 80% they advertise
• Price point is high
• Try to charge you for indicators [that] would be free on literally any platform, MACD for example

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

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

We didn't have a clear operating agreement, and whenever we would call or email them they would tell us they were working on something, then we wouldn't hear back. We could have solved the problems ourselves if we had known we needed to - poor communication

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 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.

Incentivized

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.

Incentivized

We picked Vantage Point based on functionality and price. We wanted something that was purely wfm and not anything else. Vantage Point has an a la carte solution and is very economical. In some ways, the failure of Vantage Point for our application wasn't Vantage Point's fault. We didn't dedicate as many resources as needed. That said, we didn't feel we got any support from their team

Incentivized

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

• 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

• Not much impact.
• Learned we needed to dedicate a full FTE to just program/manage Vantage Point.
• We eventually built our own scheduling tool since it was not intuitive.

Incentivized