Khoros CX Insights vs. UserTesting

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Khoros CX Insights
Score 8.6 out of 10
N/A
Khoros CX Insights (formerly Topbox, acquired by Khoros January 2021) offers Enterprise Conversation Analytics software as a solution to aggregate conversational data from every customer interaction for deep analysis. The vendor states everywhere customers talk to or about a company, the solution is listening with AI-backed natural language processing to deliver a unified view of any customer’s experience with a brand.N/A
UserTesting
Score 8.1 out of 10
N/A
UserTesting aims to enable every organization to deliver the best customer experience powered by human insight. The vendor states that with UserTesting’s on-demand Human Insight Platform, companies across industries can make accurate customer-first decisions at every level, at the speed business demands.N/A
Pricing
Khoros CX InsightsUserTesting
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Khoros CX InsightsUserTesting
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Khoros CX InsightsUserTesting
Top Pros
Top Cons
Best Alternatives
Khoros CX InsightsUserTesting
Small Businesses
Sogolytics
Sogolytics
Score 8.8 out of 10
Smartlook
Smartlook
Score 8.4 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Optimizely Web Experimentation
Optimizely Web Experimentation
Score 8.7 out of 10
Enterprises
Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
Optimizely Web Experimentation
Optimizely Web Experimentation
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Khoros CX InsightsUserTesting
Likelihood to Recommend
7.3
(1 ratings)
8.1
(129 ratings)
Likelihood to Renew
-
(0 ratings)
7.5
(5 ratings)
Usability
-
(0 ratings)
8.4
(117 ratings)
Availability
-
(0 ratings)
9.1
(1 ratings)
Performance
-
(0 ratings)
9.1
(1 ratings)
Support Rating
-
(0 ratings)
8.9
(119 ratings)
Implementation Rating
-
(0 ratings)
9.1
(3 ratings)
Configurability
-
(0 ratings)
7.3
(1 ratings)
Product Scalability
-
(0 ratings)
7.3
(1 ratings)
Vendor post-sale
-
(0 ratings)
9.1
(1 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(1 ratings)
User Testimonials
Khoros CX InsightsUserTesting
Likelihood to Recommend
Khoros (Formerly Spredfast + Lithium)
There are many ways in which to see information and this is great, the issue is the quality of the information. We are lacking sources. Everything is biased to Twitter and this does not portray a reasonable amount of information to make decisions.
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UserTesting
UserTesting solves the problem of recruitment. Thanks to UserTesting I can recruit participants from different countries around the world with the characteristics I need. Recruitment is a very difficult process for a small research team and I sometimes still struggle with that; for example, when recruiting minors for research. But not having to do the whole recruitment and reward process is a huge benefit.
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Pros
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
UserTesting
  • Taking notes with video clips. I can take notes while I am watching a session and I can create clips of UX issues or bugs occurring. This really helps when I share them with other teams.
  • Exporting all your notes. I analyze all usability tests by exporting my notes from UserTesting. I wish I could bulk export multiple tests though.
  • Setting up demographics. This helps me reach out to users who are similar to our audience.
  • Setting up screeners. Some studies require specific audiences (using a specific tool etc.), by setting screeners I can make sure I reached the correct audience.
Read full review
Cons
Khoros (Formerly Spredfast + Lithium)
  • Getting info from LinkedIn.
  • Getting info from web pages.
  • Getting info from newspapers and other articles.
  • Getting info from more platforms.
Read full review
UserTesting
  • The organization of the work spaces/dashboards could use some work.
  • I don't feel as supported as I used to from a customer success perspective. I used to have dedicated, go-to professionals to reach out to about my account who knew my project context, account history, etc. Recently we've been pushed into general support pools, and it doesn't feel like my account gets any personalized attention anymore.
  • I would like to see a more refined experience for collaborators - the test plans I share with them are plain text/hard to read.
  • Would be nice to be able to conduct focus groups using this tool.
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Likelihood to Renew
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
UserTesting
I'm very happy with my experience of the product and the level of service and learning resources they provide. If the service becomes more expensive than it currently is then we might not be able to justify additional cost - but this is theoretical. I would recommend UserTesting and would ideally renew our contract.
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Usability
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
UserTesting
The video review interface is user-friendly and makes it easy to navigate between different test responses. This helps us quickly analyze and understand the feedback we receive from users.
UserTesting's platform is straightforward and intuitive to use when setting up tests. We can easily select the type of test we want to conduct, define our objectives and criteria, and invite participants to take the test.
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Reliability and Availability
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
UserTesting
Never encountered any problems
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Performance
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
UserTesting
Perfectly fine. Never had any problems.
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Support Rating
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
UserTesting
The support team at UserTesting is super helpful, responsive, and overall respectful and nice. They respond to your chat requests very quickly if you need immediate support within the tool, where time is of the essence. If you need support via email, they are quick and responsive there too. They are also very nice and helpful
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Implementation Rating
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
UserTesting
From a technical perspective, the implementation was extremely smooth. Most of the change management / implementation hurdles were clearing use of the tool through our various security, legal, and information privacy teams. Once these concerns were addressed (UserTesting.com was very helpful in providing all the needed documentation), the implementation process was very simple and we were able to get going right away.
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Alternatives Considered
Khoros (Formerly Spredfast + Lithium)
Khoros is missing to analyze more sources for information. Search bar is great.
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UserTesting
UserTesting allows for a quicker recruiting process for our studies. Additionally, UserTesting has more unmoderated research features and capabilities. I think that their payment model is also easier than UserInterviews. We typically user UserTesting for reaching our hard to reach segments and recruiting prospective users not already within our product user population.
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Scalability
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
UserTesting
The package we have limits the number of people who can set up tests. This prevents us from scaling the use of the platform.
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Return on Investment
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
UserTesting
  • Cost savings of over $100K as we dont involve our research vendors as much as we used to do in the past
  • Better tested experience get out in the market quickly even when we don't have enough time available with our researchers; our designers who are well-trained on usertesting.com can test out quickly
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ScreenShots

Khoros CX Insights Screenshots

Screenshot of An omnichannel customer experienceScreenshot of CX InsightsScreenshot of Discovery Topbox AI

UserTesting Screenshots

Screenshot of UserTesting's several solutions for gathering rich customer experience narratives.Screenshot of Interactive Path Flows
Built on recent research in data mining, the Interactive Path Flow aggregates interaction data across multiple participant sessions to visualize the customer journey, surface unexpected behaviors, and locate key moments in the customer journey.Screenshot of Keyword Mapping
Similar keywords are automatically grouped based on overall sentiment (positive, negative, or neutral) to identify themes. Highlight reels associated with each keyword are grouped together, to discover the why behind each sentiment.Screenshot of Video capture and live streaming
Digital and real-world customer experiences are recorded on desktop and mobile devices or live streamed for in-platform viewing.Screenshot of Audience targeting
Audiences are specified by screening contributors from UserTesting’s global network of contributors or connecting to any preferred network.