Khoros Social Media Management vs. SMhack vs. Sprinklr Social

While I cannot say any scenarios where Khoros wouldn't be useful (when it comes to social media moderation), I can say it is very well suited for clients who have time constraints on their work. With the speed Khoros can pull in new content, we see issues for the client almost immediately.

Incentivized

In my perspective, I would say Sprinklr Modern Sales &
Engagement is best suited for teams and organizations who are more involved in
automating social media activities, getting a great analytical report on
activity engagement, and generating lists and bolds that helps determine the
trends and events, etc. One of the best tools that one could use for clients
with every information they would need.

Incentivized

• 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.

Incentivized

• Customization - Through Sprinklr's rules and robust custom field creation, you really can create a lot of customization for every facet of your business.
• Listening - Their Listening Engine and Explorer are fantastic ways to proactively find engagement-friendly conversations, in addition competitively research your brand.
• Care - Using their case formatting, messages and customer contacts can be routed and assigned easily to available reps, and their bot builder can help to automate your contacts without sacrificing a personal touch.

Incentivized

• 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

• Overall, Sprinklr rewards users to do a lot of digging on their own to get to the more in-depth functionalities. For instance, the asset manager feature leads you to a dashboard with all the content you ever published but doesn't tell you what to do next or how to organize it
• Sprinklr offers basic social listening features, but it is much more limited than other pure social listening players like Crimson Hexagon or Brandwatch. It is perfectly usable for a quick search but I wouldn't recommend it as your sole social listening platform

Incentivized

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.

I really do feel that Sprinklr is the most complete enterprise social media program. It covers everything you would need to do to run a strategic social media program. On top of that, the success managers are really the best. Our success manager goes above and beyond for us and has been so helpful to us with setting up some very specific repots and profiles. Paul (our CSM) has been great about keeping us up to date on the latest features and functionality as well as helping us set up innovative dashboards as need

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.

Incentivized

The user interface, training via Sprinklr university and detailed articles on almost every topic in the knowledge portal make Sprinklr a complete package. This is also GDPR compliant, helping us stay good with the info security. The layout of the navigation is easy and anyone new to the tool won't be overwhelmed

Incentivized

• 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.

Our account partners at Sprinklr are not only responsive to out needs, both domestically and internationally, but have consistently approached us with ideas on how to improve our communication and collaboration in a proactive manner.

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.

Perfornace is not aan issue. The issues/bugs with this software are few and far between. And when one pops up the 24/7 support team is helpful, quick and informative.

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.

Incentivized

Support is amazing. We have had to reach out [to] them only a few times in the past few years. Each time, they were back in touch with us within the hour or two, no matter the time. We've always had our issues addressed quickly and promptly corrected. They are a great team to work with.

Incentivized

• 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.

I don't recall our training in detail. I know we met in person a few times, and did some over-the-phone product walk-throughs. It may have been somewhat informal -- I don't recall having any takeaways to refer to.

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.

Through multiple webinars, easily accessible training documents, and ad-hoc sessions with my account manager I am never left in the dark when I have a question.

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.

Incentivized

The implementation personnel at Sprinklr are top-notch. They will work with you to make sure they setup Sprinklr in a way that best aligns with your structural needs

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

As much as I get frustrated with Sprinklr, Sprinklr is a much cleaner platform than others I have used and I do obtain good data from the reports due to my custom filters, allowing me to pass along education onto product teams in regards to their specific lines.

Incentivized

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.

Always start simple with Sprinklr, e.g. one client. You can easily grow over time adding products/units/regions, etc

• 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.

Incentivized

• Reports can be customized and exported easily in many different formats. I especially like the PowerPoint version of reports. It quickly and professionally creates a custom slideshow to show the metrics of the platforms and time periods you choose. This is a great way to keep your company's C-level executives informed on your team's progress and investing in your efforts. This is especially true for executives that do not personally use or understand the value of social media.
• Brand reputation management is always a great investment. The dashboard alerts you in real-time when your brand or product is mentioned across any of the platforms and offers a quick and efficient way to respond. The Sprinklr customer experience cloud can be implemented across your entire organization, including CRM and email systems.
• If you're not growing you're dying. That alone helps me with the ROI of using Sprinklr for my client's business objectives.