Why we love Khoros
My team is able to create better replies by analyzing the user's path from a negative to a good state with the aid of social sentiment …
Overview
What is Khoros Care?
Khoros Care enables brands to serve their customers on their preferred digital channels, reducing costs and increasing customer satisfaction and revenue. It Offers:Web chat & messaging gives customers convenient, efficient channels to engage brands, while giving brands a single consolidated…
Recent Reviews
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Reviewer Pros & Cons
Pricing
N/A
Unavailable
What is Khoros Care?
Khoros Care enables brands to serve their customers on their preferred digital channels, reducing costs and increasing customer satisfaction and revenue. It Offers: Web chat & messaging gives customers convenient, efficient channels to engage brands, while giving brands a…
Entry-level set up fee?
- Setup fee optional
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Would you like us to let the vendor know that you want pricing?
14 people also want pricing
Alternatives Pricing
What is Hootsuite?
Hootsuite is a social media management platform for building brand awareness, engaging with customers, and driving business results. Users can schedule posts across multiple social networks (including Instagram, TikTok, Twitter, Facebook, LinkedIn, Pinterest, and YouTube ), manage organic and paid…
What is Zoho Desk?
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Khoros Care?
Khoros Care enables brands to serve their customers on their preferred digital channels, reducing costs and increasing customer satisfaction and revenue. It Offers:
Web chat & messaging gives customers convenient, efficient channels to engage brands, while giving brands a single consolidated platform to manage customer engagements at scale. Supporting the widest range of digital messaging channels, including; web chat, in-app, email, Facebook, Twitter, Instagram, WhatsApp, SMS, Apple Business Chat, Google’s Business Messages, review channels, brand communities, and more.
AI-powered chatbots deflect and contain high volumes of predictable customer inquiries, dramatically increasing engagement efficiency. Khoros offers a self-service bot building platform, Khoros Flow, which makes it possible for non-technical staff to build agile bots equipped with machine learning that improves over time.
Enhanced agent workspace and ingestion engine for AI-powered tagging, routing, and prioritization across all digital channels. With Care, agents are equipped with asynchronous workflows and AI-powered suggested responses, while managers and supervisors have easy access to conversation analytics and workforce management analytics.
Key benefits include:
Unify all digital channels in a single engagement hub
Increase efficiency and reduce costs with a digital-first strategy, automation, and enhanced human agents
Increase customer satisfaction and revenue with rich, convenient messaging experiences that increase conversion rates and loyalty
Khoros Care Features
- Supported: Seamlessly transition from public to private messaging channels
- Supported: Configure proactive web chat rules for welcome messages and chat visibility
- Supported: Machine learning to automatically filter for sentiment, actionability, and consumer intent
- Supported: Keep agents focused with a single, prioritized chat queue
- Supported: Equip agents with holistic customer profiles, conversation history, & CRM data
Khoros Care Screenshots
Khoros Care Video
Khoros Care Integrations
- Brandwatch
- Medallia
- Salesforce
- SAP
- Oracle
- ServiceNow
- Zendesk
- Microsoft Dynamics
- Adobe
Khoros Care Competitors
- Verint Messaging
- Salesforce
- Sparkcentral by Hootsuite
- Sprinklr Social + Messaging Suite
Khoros Care Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android, Windows Phone, Blackberry, Mobile Web |
| Supported Languages | Detection and ingestion for engagements in over 100 languages, and native UI display for users in 31 languages. |
| Security |
Khoros Care Downloadables
- Case Study: How Sony Europe doubled agent efficiency with Khoros
- 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
Frequently Asked Questions
Verint Messaging are common alternatives for Khoros Care.
Reviewers rate Social Engagement highest, with a score of 9.1.
The most common users of Khoros Care are from Enterprises (1,001+ employees).
Khoros Care Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 0% |
| Mid-Size Companies (51-500 employees) | 10% |
| Enterprises (more than 500 employees) | 90% |
Comparisons
Compare with
Reviews and Ratings
(222)Attribute Ratings
Reviews
(26-50 of 110)Companies can't remove reviews or game the system. Here's why
I work as a brand love specialist, and Khoros is our bread and butter as far as staying connected with our consumers. Khoros is simple, easy to use, and attractive visually. There's the occasional glitch (as with any program), but the overall experience is smooth.
It allows us to seamlessly reach the consumers, manage replies, and it's fun to use.
It allows us to seamlessly reach the consumers, manage replies, and it's fun to use.
- Helps us connect to consumers easily
- Displays posts with full previews of the content
- Keeps interactions orderly
- Search works flawlessly!
- I'd like to see assigned content not flushed unless we manually do it
- With Instagram, I'd like to see the capability to delete responses
July 17, 2023
Khoros Care Review
I use it to communicate with our customers both via social media on public and private platforms.
- conversation tags
- P status
- picking up on duplicate conversations
- The sentiment doesnt record properly as the word no triggers a negative sentiment
- linking different platforms
July 17, 2023
Happy User!
Khoros is used to communicate and offer real-time assistance to our travelers via social media platforms. This tool keeps our conversations per traveler organized, houses traveler data for faster assistance, and connects with our various other systems for seamless reporting. Khoros has been a user friendly, adaptable tool through my experience over time.
- Organization
- Communication
- User ease
- Random errors
- Individual/custom templates per Representative
- GIFs
July 17, 2023
Useful tool!
We use it to talk to customers on social media, handling both public and private messages. It helps us to manage both incoming and historic customer conversations. We are able to review our target stats using Khoros as well as work as a team on the conversations by sharing chat identification numbers.
- Organises conversation queues
- Allows conversation queues to be ordered by priority
- Easy pick up of conversations
- No thoughts at this time, it is pragmatic and covers anything I can think of us needing
July 17, 2023
Khoros Care review.
It is used to assist customers with their products & services and used to stay on top of current trends. It addresses the need of easily keeping customers connected vs legacy platforms such as live chat or phone support. Customers can easily communicate via social platforms for a better customer experience.
- Easy flow of information
- Quick response times
- Great user & customer experience
- Tagging system could be improved to be able to mass manage better.
- Information could be more condensed in user view to allow for more information on screen.
- Ability to open multiple conversations at the same time.
- Searching filter via only agent or customer, not just both.
July 17, 2023
Look no further
We use the platform to monitor and engage with our online communities. We would like to see Khoros integrate more "following" streams vs doing this natively. As this allows us to engage with everyone in one platform.
- Excellent product coaching
- Helpful resources
- Better way to see "top fans"
- Influencer management
July 17, 2023
Great platform
to reply to customer messages/ public posts about our company or who require help from our company. To engage and respond to questions and enquirys as well as offering a service to those who need assistance. this involves messages back and forth between customer and employee over social media platforms like facebook and twitter.
- collects and provides data
- turns data into statistics used to evaluate trends
- notifies of trends
July 17, 2023
Long time Khoros user, happy with the product
Our team uses Khoros Care to manage and respond to incoming customer engagements through social media. We deal in customer recovery, and customer retention, as well as building brand love and fostering brand relationships through engagement on social media, using Khoros.
- Streamlined functionality
- Increase response time and abilities
- Organizing engagements and data
- Minor UX glitches
- minimize click amount to perform functions
- greater analytics tools and capabilities
July 17, 2023
Khoros Works!
We use Khoros every day to assist our Customers on Twitter and Facebook! There is also Instagram integration, but my Team doesn't use that. We respond to PMs, DMs, public Tweets, and public Facebook posts for 21 hours a day, seven days a week.
- Access Customer information easily
- Makes it easy to share gifs and emoijis with Customers
- Allows us to contact mulitple Customers at once
- Khoros could use better Twitter integration as it is difficult to see Tweets with multiple posts.
- A post view counter that shows exactly how many Twitter posts your account has viewed would be helpful, since new limits have been introduced.
- More mobile functionailty
Khoros Care puts all of our companies social media channels in one platform for not only Marketing but Social Customer Care. It has been an incredible help at engaging with our customers across all channels both public and private, which has increased our engagement rates and lowered the amount of time it takes to connect with our customers.
- Multifunctional platform to engage with customers!
- Lowering average response time to customer questions, concerns, and general comments!
- Awesome analytics to gauge proficiency and find opportunities to improve it!
- Bulk option aspects work well but could use improvement for all incoming posts vs only conversations
- Exporting options into excels could be increased vs PDF views
- Some messaging types are not yet supported
We mainly utilize Khoros to streamline our massive amounts of inbound across varying social channels, review sites and accounts. Khoros allows for ease of answering all within one view while also being mindful of where the comments and messages are coming from. we can prioritize channels/streams (for example, paid social) and minimize lesser important channels (YouTube)
- Ease of inbox set up.
- Labeling abilities.
- Integration.
- Better to use support channel
- Clearer heads up within platform when networks are down
We rely on Khoros Care to aggregate and respond to negative consumer contacts received through our social channels. By using Khoros Care we're able to find and respond to these reviews all within a singular platform, and respond to our consumers in a timely fashion. We are able to easily manage users and permissions readily from the dashboard which is very user friendly.
- Clean user interface
- Very supportive and responsive support
- Reliable and dependable software and reporting
- Honestly there's nothing negative that I can think of, our company loves the platform.
We use Khoros Care to handle multiple social channels from one platform. It helps us get to our customers on YouTube, Facebook, Twitter, and Instagram very easily. It also integrates with our Community Boards so it simplifies our daily routines. It also helps us track trends by allowing us to tag cases and sentiments from our customers. The case assigning tool helps us distribute the load between our agents. It also features an internal note tool that helps keep track of the thought process behind a conversation.
- Simplifies Social Response with Smart Views that you can customize.
- Allows you to create tags that you can use to track situations.
- Easily helps with collaboration with a case assigning tool and internal notes.
- They recently updated the response tool and it no longer auto saves drafts
- A Dark mode would be great as the UI is pretty much all white and it can cause eye squinting at times.
- Sometimes one can easily claim cases by scrolling on the queue so a claim confirmation would be great too.
July 12, 2023
Khoros Care Cares!
We use Khoros Care in order to interact with our users both in a customer service and a general relationship building capacity. It helps us manage many streams of social media in one place so we can more efficiently and effectively review and respond to those customers. It also allows us to look back on prior interactions with customers, should their issue require further assistance from an escalation team, or if it's something we have already addressed in the past. Allowing for detailed notes and record keeping has helped us avoid missing information and give more timely resolution to our customers.
- Account Integration
- Customer History Compilation
- Easily Customizable Options for Closing
- Error messages could be more clear
- Posts sometimes jump around the screen when loading in
- Rarely account integration will un-sync, and require action.
July 11, 2023
Khoros Care Thoughts
Score 8 out of 10
Vetted Review
Verified User
We use Khoros Care to engage with our Guests on a daily basis. We use it for community engagement and to see what people are saying about us as well as on our owned content. Khoros Care has helped us eliminate the clutter and has helped categorize all mentions. It's made it easier to calculate our response rate and hone in on what we need to focus on as a team.
- Labeling
- Triaging certain mentions to different groups
- Categorizing mentions by priority
- Adding Yelp
- Easier closing of numerous mentions at once
July 11, 2023
Does what it says on the tin
Use it for day to day
- No bloat, just the info I need
- Could be a little faster
May 03, 2023
Khoros Care: Tried and Tested
We use Khoros Care to manage the customer service centre across social channels, i.e. Facebook, Twitter, Instagram, LinkedIn, WhatsApp and Google My Business. It was difficult for us to respond to customer enquiries and complaints via the native social channels and finding a solution that suits and integrates into our enterprise model was a challenge. Khoros Care designed a solution that integrated with our customer data and touchpoints that have helped us better understand the customer journey and for us to provide personalised experiences based on customer's need
- Tagging
- Sentiment classification
- Team Performance Reporting
- Workflow automation
- Having a search field functionality at Work Queue and Smartview widget level
- Custom CSV Export
- A simple "select all" or "deselect all" box in the Work Queue view
Khoros Care has proven to be an effective tool to help us achieve our cost reduction goals while centralizing social media platforms into one. Not only is it essential to our internal support process, but it has changed the way we work with our customers, both on social and community channels. Here are a few examples of how Khoros Care has been able to reshape our social operations: By using keywords, we can proactively engage and offer help to people who are talking about us but not specifically contacting us in one tool. This shows our customers that we're always willing to help and aren't afraid to be proactive. The knowledge base is another feature we like. We use it to promote the Community on social media, as well as useful links on our website.
- Centralize all social channels and platforms into one response tool
- Easy routing of conversations by skill type
- Comprehensive and versatile analytical features OOTB
- Improve current real-time tracking capabilities to help increase agent productivity and efficiency.
- Integrated capacity and planning and scheduling tools to enable large teams to better manage growth.
- Improvements to the PushNext product, in which the conversation gets forwarded to the agent automatically but also gets dismissed automatically after the agent's reply.
November 24, 2022
An effective solution for community management and social reporting
We use Khoros Care to respond to customer contact (queries, complaints and commentary) across multiple Social Media channels. Khoros Care is our singular solution for Social Media response and solves for managing brand profile, delivering customer service, and driving brand sentiment/love.
- Reporting functionality for agent performance.
- Responses capability including suggested responses.
- Easy use of tagging.
- Integration of emojis.
- Refinement of suggested responses (more machine learning).
- Sample widgets to allow preview before selecting options.
- Clear all tags (on a single conversation) option would help.
September 07, 2022
Multi-Team Software good for basic needs but not flexible
Score 5 out of 10
Vetted Review
Verified User
Khoros Care is used to triage incoming mentions of our brands and assign them to the appropriate teams for review. From there, posts are tagged for later analysis as well as responded to as needed.
- Multi-User Support
- Queue system
- Meta case notes for social media accounts
- General support.
- No NLP or AI-based searches, purely hard keyword based.
- Rule-based filtering isn't always consistent or clear when there's overlap.
September 07, 2022
First impressions with Khoros Care
I use Khoros Care within my organization as part of the overall Khoros package. I'm using Khoros Marketing more frequently but I can say that Khoros Care helps me manage different queries and address them easily, by assigning priority levels and/or assigning them to other members of my team.
- Community management
- Priority assignment
- Workflow management
We use Khoros Care to respond via our company's social media channels to customer questions, comments, complaints, and more. Khoros Care allows us to manage and respond on multiple channels for our primary and flanker brands, and the platforms extreme customizability allows for almost any business problem that we encounter to be solved at scale.
- Manage multiple teams and work queues.
- Aggregate and prioritize large volumes of conversations across multiple social channels with ease.
- Flexible analytics engine allows for easy ad hoc reporting.
- When needed, bulk actions can be performed quickly and easily in a variety of ways.
- The interface can be laggy at times, when certain fucntions are in use.
- Certain features can be limited, with full functionality costly to unlock.
- Mobile App is an excellent thing to have, but it would be great for it to be more fully-featured.
We primarily use Khoros Care to support customer concerns/issues. This allows the company to support customers beyond the traditional communications channels of phone and chat. We currently have a team of approximately 50 agents that are able to support our customers needs through social media including listening volume at a 90% or greater SLA (15 min RT) the majority of the time.
- Provide an excellent interface that is very user friendly.
- Provide analytical data to support/justify our efforts.
- Provide timely support for any project concerns or questions.
- Expand search capability to include customer profile data.
- More robust analytics around new features.
- Better analytics to support ever changing business models.
April 30, 2022
Well-Rounded & Feature Full Social Care Platform
We use Khoros Care to manage incoming social media traffic. Our team is split into a private care team and a public social media team. We facilitate sales, accounts, technical and other inquiries about our products and services. Khoros Care allows us to effectively manage all incoming traffic to the right teams and experts. Especially during customer outage periods with high demand and low incoming sentiment
- Queue Management
- Tagging
- Secure verification
- Reporting
- in-platform help and understanding of metrics in reporting.
April 28, 2022
Khoros Care review
We use Khoros Care to reply to Spectrum customers on Twitter, Facebook, Instagram, etc. We assist customers with their services and billing accounts, and answer any questions around our services. We are strictly a troubleshooting/account management team, but we do not handle any sales or retention-related items.
- Real time ticketing, so if someone updates something, a refresh is not required.
- Allows for creation of queue's to separate unnecessary volume.
- Real time reporting to help supervisors manage agents to ensure work is being done.
- Search function does not search within profiles, which would be helpful when trying to find a specific customer conversation. Unless the info you are searching for was provided in the chat of the conversation, it wont find anything listed in the profile section.
- Manage tab is not exactly user friendly.
- Being asked to always provide a .har file when the issue we're reporting is not something a .har file can capture very easily, and it causes us more work when we don't have the time as it is.