Khoros Service vs. SAP Cloud for Social Engagement

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Khoros Service
Score 8.0 out of 10
Enterprise companies (1,001+ employees)
Khoros Service offers omnichannel engagement on publicly available channels like social, digital, chat, and voice, as well as owned online communities like Khoros Communities. The solution offers 1-to-1 and 1-to-many engagement with customers and consumers, bringing together automation through bots and human agents. Customer inquiries and support-related conversations can be routed and prioritized based on a variety of parameters, and the robust agent desktop solution…N/A
SAP Cloud for Social Engagement
Score 8.2 out of 10
N/A
Platform designed to listen for brand mentions and then engage with customers regarding customer service issues. Includes tools for collaboration within teams or across organizations to resolve issues efficiently.N/A
Pricing
Khoros ServiceSAP Cloud for Social Engagement
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Khoros ServiceSAP Cloud for Social Engagement
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional DetailsPricing is variable based on the needs of the customer.
More Pricing Information
Community Pulse
Khoros ServiceSAP Cloud for Social Engagement
Top Pros
Top Cons
Features
Khoros ServiceSAP Cloud for Social Engagement
Listening/monitoring
Comparison of Listening/monitoring features of Product A and Product B
Khoros Service
-
Ratings
SAP Cloud for Social Engagement
9.5
2 Ratings
21% above category average
Boolean keyword searches00 Ratings10.02 Ratings
Filtering out noise/spam00 Ratings9.02 Ratings
Sentiment analysis00 Ratings10.02 Ratings
Broad channel coverage00 Ratings9.02 Ratings
Publishing
Comparison of Publishing features of Product A and Product B
Khoros Service
-
Ratings
SAP Cloud for Social Engagement
10.0
2 Ratings
20% above category average
Content planning and scheduling00 Ratings10.02 Ratings
Audience targeting00 Ratings10.02 Ratings
Content optimization00 Ratings10.02 Ratings
Workflow management00 Ratings10.02 Ratings
Engagement
Comparison of Engagement features of Product A and Product B
Khoros Service
-
Ratings
SAP Cloud for Social Engagement
9.7
2 Ratings
17% above category average
Automated routing and prioritization00 Ratings10.02 Ratings
Customer interaction histories00 Ratings10.02 Ratings
Bulk actions00 Ratings9.02 Ratings
Marketing
Comparison of Marketing features of Product A and Product B
Khoros Service
-
Ratings
SAP Cloud for Social Engagement
10.0
2 Ratings
24% above category average
Lead generation00 Ratings10.02 Ratings
Content marketing00 Ratings10.02 Ratings
Paid media management00 Ratings10.02 Ratings
Campaigns and promotions00 Ratings10.02 Ratings
Channel coverage/integration
Comparison of Channel coverage/integration features of Product A and Product B
Khoros Service
-
Ratings
SAP Cloud for Social Engagement
9.4
2 Ratings
10% above category average
Twitter00 Ratings10.02 Ratings
Facebook00 Ratings10.02 Ratings
LinkedIn00 Ratings10.02 Ratings
Google+00 Ratings8.01 Ratings
Instagram00 Ratings10.02 Ratings
Pinterest00 Ratings8.01 Ratings
YouTube00 Ratings10.02 Ratings
Reporting/analytics
Comparison of Reporting/analytics features of Product A and Product B
Khoros Service
-
Ratings
SAP Cloud for Social Engagement
10.0
2 Ratings
23% above category average
Campaign success analytics00 Ratings10.02 Ratings
Real-time tracking00 Ratings10.02 Ratings
Competitor analysis00 Ratings10.02 Ratings
Account management
Comparison of Account management features of Product A and Product B
Khoros Service
-
Ratings
SAP Cloud for Social Engagement
10.0
2 Ratings
20% above category average
Role-based user permissions & privileges00 Ratings10.02 Ratings
Mobile access00 Ratings10.02 Ratings
Best Alternatives
Khoros ServiceSAP Cloud for Social Engagement
Small Businesses
Simplify360
Simplify360
Score 7.8 out of 10
Conte.ai
Conte.ai
Score 1.1 out of 10
Medium-sized Companies
Front
Front
Score 8.9 out of 10
Social Suite by Reputation.com
Social Suite by Reputation.com
Score 9.4 out of 10
Enterprises
Front
Front
Score 8.9 out of 10
Social Suite by Reputation.com
Social Suite by Reputation.com
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Khoros ServiceSAP Cloud for Social Engagement
Likelihood to Recommend
7.9
(113 ratings)
10.0
(2 ratings)
Likelihood to Renew
7.7
(80 ratings)
-
(0 ratings)
Usability
6.4
(8 ratings)
10.0
(1 ratings)
Availability
9.0
(2 ratings)
-
(0 ratings)
Performance
9.0
(2 ratings)
-
(0 ratings)
Support Rating
8.4
(10 ratings)
10.0
(1 ratings)
In-Person Training
9.0
(2 ratings)
-
(0 ratings)
Online Training
7.3
(1 ratings)
-
(0 ratings)
Implementation Rating
7.4
(72 ratings)
-
(0 ratings)
Ease of integration
6.4
(1 ratings)
-
(0 ratings)
Product Scalability
8.0
(78 ratings)
-
(0 ratings)
User Testimonials
Khoros ServiceSAP Cloud for Social Engagement
Likelihood to Recommend
Khoros (Formerly Spredfast + Lithium)
Less Appropriate Scenarios- A fintech company has highly specialized or industry-specific workflows that are not easily accommodated within the standard capabilities of Khoros Care. In such cases, the platform may be less appropriate for businesses with extremely unique processes that require a high degree of customization. Well suited- financial institutions face a high volume of customer inquiries related to account management, transactions, and security concerns. Khoros Care's security features, automation capabilities, and integration with banking systems make it suitable for managing customer interactions in the financial services sector.
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SAP
My company exists within the Hospitality & Tourism industry where we provide Marketing and Event Planning services. SAP Cloud for Social Engagement helps me gain insight into how my vendors and clients feel about my company's brands, categories, products and services while remaining up-to-date with current market issues and trends.
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Pros
Khoros (Formerly Spredfast + Lithium)
  • Tagging system - it's possible to add a wide variety of labels and categories
  • Search feature - being able to find users by conversation number, username, or keywords makes it easier to navigate old conversations
  • Easy system for assigning conversations to other users
  • When you claim a conversation, it gets removed from the queue. This is much more visually explicit than Khoros Marketing's queue, for example, where all content remains visible in the queue and a bookmark gets moved around to distinguish the point where other users left off
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SAP
  • Communication with multiple social media accounts including Facebook,Twitter and LinkedIn.
  • Utilize social preconfigured templates to respond quickly to current and potential clients.
  • Go above and beyond the number of Twitter followers and Facebook likes. Gain real-time insight into key trends and topics being discussed.
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Cons
Khoros (Formerly Spredfast + Lithium)
  • 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.
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SAP
  • Include more social network standard integrations
  • Include more ready to use templates
  • Add more metrics within reports being pulled
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Likelihood to Renew
Khoros (Formerly Spredfast + Lithium)
Simply, there isn't anything on the market that is quite as personable as Khoros Care. After using a few different client messaging systems, this program gave the closest feel to in-person interaction that we could get during the COVID-19 epidemic and is an important part of our agency still to this day in 2023.
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SAP
No answers on this topic
Usability
Khoros (Formerly Spredfast + Lithium)
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.
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SAP
I gave SAP Cloud for Social Engagement this rating because of the success I have seen personally within my company. I gave a rating of '10' because I highly recommend this product to others. Having better insight into my client's and vendor's opinion of my company's brand and services has allowed us to market ourselves better
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Reliability and Availability
Khoros (Formerly Spredfast + Lithium)
No issues.
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SAP
No answers on this topic
Performance
Khoros (Formerly Spredfast + Lithium)
No issues.
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SAP
No answers on this topic
Support Rating
Khoros (Formerly Spredfast + Lithium)
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
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SAP
I provided SAP Cloud for Social Engagement this rating since the product has such a great backing along with the SAP brand itself. There is a lot of support behind this product as it connects with a variety of social media platforms, like Facebook and Twitter. The support provided by SAP in terms of tech help is wonderful as well. There is a lot of support from all angles
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In-Person Training
Khoros (Formerly Spredfast + Lithium)
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.
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SAP
No answers on this topic
Implementation Rating
Khoros (Formerly Spredfast + Lithium)
Implementing the platform was not a big hassle for our client, it was seamless and easy we just had to follow a few steps and it was done. Just scaling was a bit of an issue but it got resolved with time and a bit of effort at both ends
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SAP
No answers on this topic
Alternatives Considered
Khoros (Formerly Spredfast + Lithium)
Khoros is more than just a platform for social publishing. No other competitor provides the in-depth moderation and social listening services that they do. If you're looking for a one-stop-shop of a platform for all things social, this is the tool to be using. Others are better in usability and innovative functionality.
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SAP
The SAP solution is more complete than others because it includes capabilities for social media listening, real-time social media message response, social profiles and history, and analytics in one system.
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Scalability
Khoros (Formerly Spredfast + Lithium)
Of course as the company grows owing to its growing customer base, they need to think of out-of-the-box solutions to offer its clients and customer satisfaction is one of them. Retention is very much needed in competitive environment like today and hence it becomes imperative for companies to find different ways to reach their client basis and fix their issues
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SAP
No answers on this topic
Return on Investment
Khoros (Formerly Spredfast + Lithium)
  • We have seen a positive shift of customers from reaching out to the Call Centre to the Social Care Team.
  • Monthly and Annual Reporting to keep track of performance and stats related to the team has been much easier to highlight areas for improvement (month2month and anually)
  • CSAT/NPS Survey results have increased via Khoros Care in comparison to the Call Centre.
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SAP
  • Rapid deployment.
  • SAP Cloud for Social Engagement allows you to listen to your customers by locating social media messages that mention key words such as a specific product and prioritize them according to urgency and relevance.
  • Analytics capabilities.
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ScreenShots

Khoros Service Screenshots

Screenshot of a customer conversation in Agent view. Access past customer conversations and interactions in a single pane of glass.Screenshot of the analytic dashboard. Monitor key metrics across your service organization, such as available agents, time to first response, and agent handle time.Screenshot of Khoros Agent Assist. This feature provides agents with real-time recommendations, reducing the time needed to handle customer inquiries, deliver accurate resolutions, and train new agents.Screenshot of Work Queues under Rules and Routing. This allows admins to build rules around tagging to ensure timely and effective follow-up from agents.