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Filter 71 vetted Khoros Care (Formerly Spredfast + Lithium) reviews and ratings
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Khoros care is being leveraged across the whole organization to meet the need of our membership by engaging via social media platforms. Khoros provides us with a compliant way to engage with our members on social platforms, while ensuring we have the proper metrics to highlight key KPIs that are important to our organization.
- The Khoros tool enabled us to quickly identify opportunities to create a better customer experience. They listen to our feedback and request and make noticeable efforts to ensure they are building product that meet our needs for the future.
- Khoros has been helping our organization with understanding how we could implement a asynchronous chat strategy. In doing so, Khoros has provided several custom demos, solutions and spent many hours working through strategy solutions that would fit our infrastructure. Khoros is not a vendor but a strategic partner of USAA.
- With any customer care platform, you want to make sure they also provide top tier customer care on their own product. Khoros has never disappointment us, and they have also responded and showed up in some big ways. I consider Khoros being one of the best in Digital care from a platform perspective but also from a vendor support model as well.
- To be honest, they have done everything I have ever asked for plus more. Their employees and staff listen to requests and adjust features to the industry needs. If anything, I would ask that they integrate more into the Khoros community and other smaller channels, such as Indeed and Redsit.
January 04, 2021
I currently supervise the use of the Khoros Care [(Formerly Spredfast + Lithium)] Module. The Community Manager is only in charge of responding the comments on social media, because we already have a bot on direct messages. So the Khoros Team help us to create different inbounds for each type of comment from each social network, just to keep the inbound organize. After responding, the CM also labels the comments taking notice of two different criteria: sentiment and topic. This labeling process allow us to get more insights about the conversation on our social networks.
- You can organize your inbound content on one platform.
- You can label those comments to get further information about your users.
- You get more data on the Marketing Module if you are using the Care Module.
- At the moment I have no concerns about the Care Module.
- We are planning to work deeper on auto-labeling and that kind of stuff.
Currently, Khoros Care is being utilized by our Customer Care department, and at times is also utilized by our Marketing department for responses as well. This addresses our communication with customers across a wide variety of digital platforms: Facebook, Twitter, Texting, Apple Business Chat, Google Chat, our local website chat, YouTube, Instagram, LinkedIn, Google Reviews, Google App Reviews, and more that I know I am forgetting. It really allows us to GO TO our customers and the digital community they prefer to be in, rather than expecting them to come to us.
- Multi Platform Integration - It is fantastic to be available to our customers throughout the digital world.
- Representative Workflow - The platform allows for a customizable workflow that you can utilize to meet your demand, while not overloading your employees.
- Customer profile - The tool allows you to build a profile for each customer. As long as you identify a primary account to each contact, you can build a comprehensive profile which includes contact history and linking to multiple digital channels.
- Support - Sometimes items can be seen as "minor nuisances" and not handled in a timely fashion. However, those "minor nuisances" often cause disruptions in workflow and slow down our internal company efficiency.
November 29, 2020
Our company uses the Khoros Care [(Formerly Spredfast + Lithium)] platform to manage our social media response and engagement on Facebook, FBM, and Twitter. We have ~15 channels that we support in the Care tool, as well as track and monitor social sentiment and top tags for our consumer insights team. The cross-functional collaboration opportunities between the Care, Communities and Marketing platforms give all teams in my organization appropriate visibility into the customer interactions so that we can deliver the best-in-class responses and experiences over social channels.
- Easy to use
- Customizable analytic dashboards to help run your business
- One-stop shop for both Care and Marketing teams to collaborate seamlessly
- Agent UI is a bit outdated and could use a refresh
- Tagging logic is a bit cumbersome to maintain
- Instagram DMs not currently supported in Care tool
February 22, 2021
We currently leverage Khoros Care [(Formerly Spredfast + Lithium)] across several different brands and business verticals. It has allowed us to streamline our digital care workflows and keep a centralized view of the customer journey.
- Modern UX - It reduces team member (end user) effort and allows them to focus on supporting customers.
- Routing & prioritization - It is easy to make on-the-fly changes to the routing to address real-time business challenges.
- Analytics - It provides an easy to use toolset to quickly pull relevant KPIs.
- Analytics - Other vendors offer several out-of-the-box analytics integrations.
February 13, 2021
My company uses Khoros for enterprise social media management in both marketing and customer service. It addresses the scalability of this function and helps us respond to customer comments across social platforms within a matter of minutes. Khoros' social listening tool, Intelligence, allows us to carefully monitor what's being said about our brand at any given moment.
- Social listening
- Automation to improve frontline worker efficiency.
- While all data is available in export, there is no ability to build a custom report that can surface on a dashboard. This sometimes leads to resource hours spent on reporting that could be automated.
April 28, 2020
Khoros Care has been essential to expanding our social media practice beyond just outbound messaging and engagement. It allows us to provide service for our product offerings, and provide the help where our customers go (Twitter, Facebook, Instagram, LinkedIn). Since implementing Khoros Care, our organization has seen increase efficiency with all the time this tool saves us, as well as consistency in the response and handling of posts where our attention and follow-up are needed.
- Response templates: allows for consistent messaging for FAQs.
- Analytics: both at an individual and team level.
- Queue and workflow rules: ensures the right items get seen by the right teams.
- Customization of user status selection in the tool.
- Facebook API for pulling in an individual mention of the brand (but all tools are restricted with this).
- Grammar check.
April 08, 2020
We use both Khoros Care and Intelligence for our social engagement and analytic needs. Care has been very beneficial in improving efficiency in responding to guests and staying organized among various teams that work together to respond to consumers.
- Salesforce integration (though, be aware that there can be bumps in this process when your SF platform is highly customized or you are not updated SF Lightning).
- Organization for various teams to be involved in the response process/work side by side.
- Workflow for agents is quick, easy and efficient.
- Our SF integration has been bumpy to set up.
- We have experienced some small short term/periodic issues with mass closing functions not working intermittently.
It is being used by Nickelodeon's social media team. We use this for our daily social media needs (scheduling, community management, monitoring social discussions, etc).
- Helps us to plan ahead.
- Helps publishing needs.
- Missing key publishing tools for platforms (ex: polls on twitter).
- Would love to have a built-in Giphy option to respond to fans.
March 28, 2020
Khoros Care is being used for all of our community management across the whole organization. This includes any brand under our Enterprise umbrella, which is 5+ brands. Care addresses the below business problems:
- Aggregating all of our comments and messages into one place.
- Consistency of brand messaging and tone as one team manages the comments through Khoros Care.
- Ability to escalate comments using various queues via email notifications.
- Overall sight into all community management work being done across all of our channels.
- Fantastic reporting to help us make business staffing decisions and watching for trends across our comments.
- Capabilities- a partner with all of the major social networks which provide easy and seamless access.
- Labels- custom labels which help us track trends and issues being discussed on our channels.
- Reporting- volume, SLA time, highest volume by time and day, trending labels- almost anything we could need!
- Support- their support team is not very knowledgeable and is slow to fix an issue.
- Updating clients about platform outages.
- Informing clients about changes in the platform and how it benefits us in the future.
March 20, 2020
Khoros Care is really helpful for hearing all conversations across our accounts in one place. It makes it easier for my team to respond in real-time to our audience. It also helps my team focus on one task at a time, instead of flipping through multiple web pages.
- Showcase conversations in a visually easy to understand way.
- Allow sorting through conversations.
- Allow for better grouping of conversations with the same user.
- Better sorting through of power users/people who comment multiple times. Would be nice to have an icon next to their name that says "replied 1x" or something like that.
September 15, 2019
We use it to answer customers on Facebook, Twitter, Instagram, YouTube, our Khoros community, and Google Play store. It answers the need to have a unified voice over those channels. It is used mainly by our call center operations department and a bit by marketing.
- Route and prioritize incoming volume
- Analytics
- Seemless integration of multiple channels
- More Analytics!
- Tools for managers are a little bit lacking
My team uses Khoros Care to monitor Facebook and Twitter. We respond to customer service opportunities within 30 minutes of our customer's original post. We invite them to email us to assist with their inquiries.
- Filtering
- Tags and Labels
- Inbox
- Analytics
- We would like to add other sites to monitor, such as Consumer Affairs, Instagram, YouTube, etc.
It is primarily used by our Customer Support Team to quickly connect with our consumers to address issues and direct people to our ticketing system.
- Great at streamlining conversations for quick responses.
- Assigning conversations to support reps allows for timely customer care.
- Labels and tags can be confusing.
- Dashboard setup can be challenging and time-consuming.
September 11, 2019
We have a very large and engaged community. We use Khoros Care to find conversations and listen to our community. We are also able to find red flags for our comms team and execs. We're able to address problems quickly and find resolutions for our community members in a timely manner.
- The care inbox is so helpful for our CM team. We are able to assign and track what our CMs are managing and how things are being handled.
- Adding our support teams would be really helpful so we'd like to get them integrated better.
- We'd love to see Reddit. We have a large community and current track manually.
September 11, 2019
It is being used by one department, primarily to respond to customer inquiries from Facebook and Twitter.
- Organizing work. We can prioritize inquiries based on a variety of factors, which are easy to change and adjust.
- The Expert tool has been very helpful both with training new representatives and with unique situations.
- Agent States provides productivity information for our team.
- There’s currently no option to triage based on sentiment or keywords. We do use keyword routing, but it’s only effective to route off non-actionable conversations.
- We want to use the Push Next feature, but it’s not compatible yet with the Irrelevant button we’ve become accustomed to using.
September 11, 2019
We utilize Khoros care to manage incoming customer care issues. THe program is utilized by a team of 8 care agents with oversight by a care manager team.
- Incoming social customer care content management.
- Routing and managing care issues.
- Reporting on agent performance and care metrics.
- Prioritization of priority items,
- Reporting on the median and mean SLAs,
Khoros is being used by our entire social media team. We use it to schedule social posts, for social listening, reporting, etc.
- Easy to navigate
- Customer support
- Many tools
- Mobile app
- Sometimes slow
- Instagram publishing
We are using care and marketing across both our customer experience and marketing department. This helps us to work together cross-functionally.
- Set-up and implementation support.
- Workflow.
- Analytics.
- Support across all contact channels.
- Continued class training at no cost at conference.
- Built-in optimization check-ins.
September 01, 2017
At our organization, we use Khoros SMM primarily for Social Customer Service. Our Social Customer Care Team is embedded in our Customers Relations Department and works to address Customer comments, questions, complaints, and compliments received within Southwest Airlines' social media channels. This growing Team operates seven days a week, 24/7. Launching Khoros SMM aided in the rapid growth of our Team. The workflow within the platform works well to manage and distribute a large volume of inbound social posts. This had allowed our Team to faster serve our online Customers. Khoros SMM has features that help us to automatically route conversations based on keywords, tags, and users, which is extremely helpful during high volume events. Khoros SMM Analytics has also enabled us to track our Team's performance both at the individual Representative level and at an overall Team view, allowing us to set SLAs for our Team.
- The platform works well to manage large volumes of inbound conversations with the different auto tagging and routing features.
- The platform is very user friendly, which reduces the time required to train a Representative.
- The analytics dashboard allows us to deep dive into many different data points. From inbound volumes, to Team/Representative performance, and command center displays, we are able to track our performance in the moment.
- Khoros does a good job of continually making updates to the SMM platform and typically address "wish list" items from our Team.
- There are some areas within the mobile app that could be improved such as being able to tag a conversation and adjust reporting date parameters.
August 16, 2017
Khoros SMM has been extremely helpful for our business. It is currently deployed to assist our organization with social media support for customers - we have approximately 50 agents active across three time zones, enabling us to manage a truly distributed workforce at scale. Our business has been able to more closely monitor the quality and timeliness of responses in social media channels since Khoros SMM's implementation.
- Scaled social media support - SMM is best practice in managing a large number of agents simultaneously in a distributed fashion.
- Ease of use for users - a user-friendly and simple interface ensures agents require minimal training.
- Customer experience - customers have an increased level of satisfaction as a result of the implementation of SMM.
- When raising bugs with the Khoros support team it can often take a long time for the issue to be resolved.
Khoros is being used across the organization for management of social media inquiries, reporting, and insights.
- Social response work flow management
- Agent performance reporting & insights
- Unified platform across marketing and social customer service
- Notification & alerts
- Addition social platforms
- Social publishing/marketing
- Easy integration with social listening platforms
September 01, 2017
Khoros is currently being used by only by our social media customer care team.
- General aggregation along with prioritization and tagging for issue management.
- Ability to retrieve conversations easily; a good search capability if details of conversation may be unknown.
- Large amount of data points available.
- I would like to be able to see more agent level true productivity metrics such as responses per hour logged in.
- Ability to see a true average response time (today it's broken into "buckets" such as 0-2 minutes, 3-6 minutes) on first and overall responses.
- Improved reporting on tags. When you export into Excel, all tags are in one column so if you have sub-level tags it's extremely difficult to do detailed reporting without a lot of manual effort.
August 29, 2017
[It's being used for] Social media conversation workflow and response. It allows conversations to be manually or automatically routed to different teams based on skill sets/risk. Also, we use the API to plug into corporate reporting, and we use alert functionality based on conversations that are auto-assigned to certain queues (e.g. based on number of followers or Klout score); and volume alerts based on dashboard widgets.
- Alerts - when conversation volumes are reached
- Alerts - when certain keywords used or bios are contacting us
- Conversation tagging to help corporate reporting
- Work queues to assist division of conversation queues to different teams based on skillsets / risk level
- Autocorrect when adding notes in the app
- Twitter quick replies - see https://community.lithium.com/t5/Product-Ideas/Twiter-quick-replies-in-DMs/idc-p/318756#M14207
- 24x7 Telephone / screen share support rather than email support
August 29, 2017
The platform is being used at Sprint for Facebook and Twitter. Also, we use it for Sprint Community.
- Agent and Supervisor Reporting
- Account Support
- Monitor Walls and Shared Dashboards - Client Reporting/Analytics
- We continue to provide Khoros with features that we would like to enhance the platform. Most are in the works to be added within a reasonable amount of time.
- We have requested modification to reporting to allow us to track agent level details.
Khoros Care (Formerly Spredfast + Lithium) Scorecard Summary
What is Khoros Care (Formerly Spredfast + Lithium)?
Khoros Care enables clients to serve their customers on their digital channel of choice to boost customer satisfaction & reduce costs. It Offers:
Messaging to serve more customers with the convenience of messaging & prove the impact to customer satisfaction. Give agents the ability to engage fluidly between WhatsApp, Apple Business Chat, Google Business Messages, WeChat, Facebook Messenger, SMS, reviews, social channels, in-app & web messaging, & community.
In-app messaging to securely message with customers in your brand’s mobile app or website & scale your digital operation.
Social care to monitor & respond on social channels at any volume to protect your brand & build customer satisfaction.
Key benefits include:
Unify multiple channels in a single engagement hub: Give agents the ability to engage fluidly between in-app & web messaging, messaging apps, social channels, reviews, & community
Increase efficiency with advanced workflows & operational insights: Scale digital care & take the right action with operational metrics, alongside customer experience analytics.
Personalized 1:1 experiences: Enable authentic, real-time conversations with empowered agents & bot assistance to increase customer satisfaction.
Detect & mitigate social crisis: Monitor social volumes, sentiment, & keywords to take action & maintain customer experience during crisis; despite inevitable spikes in traffic, agents remain within SLA.
Categories: Social Media Customer Service
Khoros Care (Formerly Spredfast + Lithium) Screenshots
Khoros Care (Formerly Spredfast + Lithium) Downloadables
- Case Study: Moneygram (increased efficiency)
- Case Study: How Spectrum Streamlined Customer Care with Khoros
- Case Study: How Sprint Builds Trust with Customers Using Khoros Messenger
- Case Study: HP Provides Winning Customer Care with Khoros
- Case Study: Optus Leveraged Khoros to Reduce Costs to Build Customer Loyalty
Khoros Care (Formerly Spredfast + Lithium) Integrations
Salesforce, SAP
Khoros Care (Formerly Spredfast + Lithium) Competitors
Conversocial, Sparkcentral, by Hootsuite, Sprinklr Social + Messaging Suite, Salesforce
Khoros Care (Formerly Spredfast + Lithium) Pricing
- Does not have featureFree Trial Available?No
- Does not have featureFree or Freemium Version Available?No
- Has featurePremium Consulting/Integration Services Available?Yes
- Entry-level set up fee?Optional
Pricing is variable based on the needs of the customer.
Khoros Care (Formerly Spredfast + Lithium) Customer Size Distribution
| Consumers | 0% | |
| Small Businesses (1-50 employees) | 0% | |
| Mid-Size Companies (51-500 employees) | 10% | |
| Enterprises (> 500 employees) | 90% |
Khoros Care (Formerly Spredfast + Lithium) Support Options
| Paid Version | |
|---|---|
| Phone | |
| Live Chat | |
| Forum/Community | |
| FAQ/Knowledgebase | |
| Social Media | |
| Video Tutorials / Webinar |
Khoros Care (Formerly Spredfast + Lithium) Technical Details
| Deployment Types: | SaaS |
|---|---|
| Operating Systems: | Unspecified |
| Mobile Application: | Apple iOS, Android, Windows Phone, Blackberry, Mobile Web |
| Supported Languages: | Out-of-the-box detection for more than 25 languages. Plus, agents can customize their preferred UI display language. |