Likelihood to Recommend Khoros (Formerly Spredfast + Lithium)
The best it could be used for is running campaigns. Be it a product launch or be it any new event that you are hosting. If you need to quickly grab attention, then this might be your choice. Also the report given after the campaign is a good insight for improving your next campaign.
Read full review Sprinklr Modern Care is great when paired with a chatbot or with larger, more complex teams that have varied skill sets or languages. It is also great for smaller, niche focus teams as it provides the majority of what all organizations will require from routing, to case assignment to governance and reporting
Read full review Pros Khoros (Formerly Spredfast + Lithium)
Reporting is great - easy to create bespoke dashboards for multiple ways to view the data and trends in platform Onboarding and training - a good repository of knowledge articles for users to access on most aspects of the platform for self-learning The user-friendly and intuitive interface allows any user to quickly assimilate how to use the platform. Read full review Merge topics: I work for a TV show website and TV fans often write in asking the same questions (ie: How do I watch a show? Has ____ been canceled? etc). The ability to merge duplicate questions to one master FAQ topic allows managers to keep our community organized, keep track of how many people have the same question, and save time that would otherwise be spent replying to each person individually. Multiple management seats/levels: Sprinklr Modern Care allows managers to delegate community management tasks to interns and moderators by giving them access to certain features of our forum without giving them "full control" of our account. Official responses: We're able to make sure our employee responses don't get lost in the shuffle of busy conversation on our forums by marking certain responses as "official." This adds a special badge to important replies and pins them to the top, so users can more easily access the most relevant/accurate response to the issue they're reporting or question they're asking. Easy moderator sorting/view: The manager console allows community managers to customize the way they view the forum, and therefore more easily spot high-priority items. Sort by post date, number of replies on a topic, or filter posts to view topics that have not yet been addressed by an employee to make sure nothing slips through the cracks. Read full review Cons Khoros (Formerly Spredfast + Lithium)
Look and feel of the interface could use a refresh as it's not very exciting to use Improve analytics features and accuracy Facilitate bulk actions Better alerts/visibility of collaborative actions and assigned tasks Clearer communication around new feature releases and announcements Read full review I find it difficult to dive into analytics for each social post. The reporting tool gives me an overview of the channels but I would love to look at a breakdown of each post performance. You currently can't add closed caption subtitles to videos uploaded through Sprinklr so this results in having to revert to the native platform. I would love to be able to set up a newsfeed that includes posts from a number of our partner accounts, so I can keep up to date with what they're posting. Read full review Likelihood to Renew Khoros (Formerly Spredfast + Lithium)
There is no product like Khoros. Our company lives and dies by the analytics, and to date, we have not seen a more comprehensive analytics structure for any social media management tool. Khoros support is also fantastic, responding and resolving any and all questions, ideas, or complaints, usually in 24 hours.
Read full review The biggest reason we renewed, and kept up with Sprinklr Modern Care is because it is an active community and there is customer buy-in already. They continue to update and improve the product, but more importantly, the customers are using it. It's easy to switch products when it's not an active component in your daily structure, but switching and migrating the data or providing alternatives becomes difficult when customers have grown accustomed to a specific experience. As long as they continue to improve the available features and the community stays active, renewed use will continue.
Read full review Usability Khoros (Formerly Spredfast + Lithium)
Khoros Marketing is very user-friendly and easy to navigate. The calendar visibility is the view I use most so I can see all posts going out on all of our channels. It allows us to time posts in a proper cadence so we don't overlap with other pressing content.
Read full review I've spent year designing products so I'm a tough judge when it comes to other solutions. It's clear that Sprinklr Modern Care was designed for the average online consumer with a very user friendly interface. They have made improvements to the admin tools to make that area of the product easier to use as well.
Read full review Reliability and Availability Khoros (Formerly Spredfast + Lithium)
• We still experience a bit of downtime and slowness here but things have drastically improved in the last year with their feature updates and reconfigured hosting.
Read full review No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.
Read full review Performance Khoros (Formerly Spredfast + Lithium)
Khoros has greatly improved the performance of its SaaS products in the last 5 years. Their applications, including Conversations, Intelligence, and Experiences, all load quickly with real-time data. This performance is critical to provide meaningful, social customer support, and marketing. The performance maintains integrity even when you deploy powerful integrations like Salesforce Customer Relationship Manager.
Read full review Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.
Read full review Support Rating Khoros (Formerly Spredfast + Lithium)
Overall, support does a great job and is timely in their responses and efforts. We have had to contact support many times due to the Capture app. Some tickets have remained open for months, while others get resolved quickly. I understand this is not always up to support and they often have to wait for their engineering team to fix issues that we identified, but it's difficult to deal with issues that are affecting our workflow, especially for extended amounts of time.
Read full review I know the Sprinklr conference calls have been helpful, but sometimes submitting a ticket can be a little daunting. In the past, we've included information in screenshots that are then asked for by a member of the support staff. The turnaround time has been between 3 days, which isn't horrible.
Read full review In-Person Training Khoros (Formerly Spredfast + Lithium)
• As a very early customer, we did not undergo formal training but worked closely with the team to get the system set up to do what we wanted. However, online training resources are now available with many blog posts / video lessons and tutorials.
Read full review Our customer support team went through in-person training. I am not unable to rate.
Read full review Online Training Khoros (Formerly Spredfast + Lithium)
it is important to note that my perspective is not necessarily common - I'm a geek/nerd/poweruser in general, so I found the online resources to be more than adequate (and often very aesthetically pleasing, too). That said, a less "geeky" person might struggle a bit.
Read full review Implementation Rating Khoros (Formerly Spredfast + Lithium)
The implementation team from Khoros were great - they worked hard to understand our somewhat complex organization, and were with us all the way through face to face meetings, user training, and technical training. We had a clearly defined account manager and implementation manager, who worked really effectively together and with us.
Read full review Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.
Read full review Alternatives Considered Khoros (Formerly Spredfast + Lithium)
On some accounts that I am on, I use
Asana in place of Khoros marketing but I much prefer Khoros Marketing. I prefer Khoros Marketing over
Asana because I can post directly (and schedule posts) on Khoros but not on
Asana . Also, I can moderate directly on Khoros but not
Asana Read full review First, we had a social studio which was good in terms of functionalities but slow. After that, we had the chance to use Talkwalker & social bakers which were good tools yet not enough compares to Sprinklr
Read full review Scalability Khoros (Formerly Spredfast + Lithium)
Khoros seems to struggle a little past a certain level of scale. More than 30 separate per day makes it difficult to view all content in the weekly calendar view, which is frustrating and could cause issues. However, the ability to schedule one post across multiple channels is hugely valuable and cuts down on a lot of duplicative work.
Read full review Return on Investment Khoros (Formerly Spredfast + Lithium)
Negatively impacted relationship with Khoros as they're notoriously difficult to engage with or able to produce viable results from our feedback. Negatively impacted KPI reporting, as metrics were inaccurate for six months. Negatively impacted resource management, as there've been so many restrictions with this platform that simple, day-to-day tasks take so much longer. Read full review Improved self-support. Many customers are able to find answers to their questions without even posting to our community Excellent peer support. Our customers excel at helping each other. We are lucky to have community members who are experts at our product and many of them are generous with their time and assist newcomers before our community managers are able to! Read full review ScreenShots