Khoros CX Insights vs. UserTesting

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Khoros CX Insights
Score 9.0 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 8.3 out of 10
N/A
UserTesting helps UX researchers, designers, product teams, and marketers gather actionable insights through research, testing, and feedback. With a network of real people ready to share their perspectives, UserTesting enables organizations to make customer-first decisions at scale.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
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Score 9.0 out of 10
Smartlook
Smartlook
Score 8.3 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Optimal Workshop
Optimal Workshop
Score 9.1 out of 10
Enterprises
Verint Voice of the Customer
Verint Voice of the Customer
Score 9.5 out of 10
Optimal Workshop
Optimal Workshop
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Khoros CX InsightsUserTesting
Likelihood to Recommend
7.3
(1 ratings)
8.3
(179 ratings)
Likelihood to Renew
-
(0 ratings)
5.2
(8 ratings)
Usability
-
(0 ratings)
8.2
(157 ratings)
Availability
-
(0 ratings)
9.1
(1 ratings)
Performance
-
(0 ratings)
9.1
(1 ratings)
Support Rating
-
(0 ratings)
8.5
(157 ratings)
Implementation Rating
-
(0 ratings)
5.1
(4 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 makes finding respondents super quick and easy. I'm always amazed at how quickly I can fully recruit for an unmoderated or moderated test and how fast contributors are to upload their videos. Contributors are also well-trained to answer a prompt in its entirety and always provide thoughtful answers.
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Pros
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
UserTesting
  • Product Manager who follows up on your UserTesting usage and gives advice/support when you need it.
  • UserTesting University is a great platform to learn how to use UT and general information about research.
  • UserTesting can find participants quickly, so you won't need to wait long before you can start the analysis.
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
  • A centralized platform to recommend products and use cases would be handy so that users can suggest what they could use more of.
  • Integration with newer payment methods and gift card services could expand the user base.
  • Some products are business-critical and thus require sophisticated testing. This service could be added.
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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
It can be difficult to organize our tests and go back and find information. I think the AI tools are helping and will help with this, but for now it is time consuming to sort through all of the tests and information and then synthesize it and share it with others. It just takes a lot of time.
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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
I've used the "power hour," as I think it's called. This really helped me gain a greater understanding of my specific needs and wants from the platform. This excellent service points to the excellent relationship UserTesting provides its clients. I would recommend this service to any of my colleagues.
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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
The quality of the participants: they usually have good feedback and act like "professional" users. Which is good when we want a few insights in a short amount of time. Also, the interface is good. I miss having more features, like a good transcription tool like we have in Condens
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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
  • Increase in conversion rate of checkout completion following a redesign influenced by UserTesting through design iterations
  • Decrease in customer complaints regarding the checkout (-83%) following its redesign
  • Faster time to completion for AB Testing programme, and higher ROI as a result as tests had a higher chance of winning
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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.