Khoros Care

Formerly Spredfast + Lithium

Depending on your experience with situations, Khoros Care is a good fit in facilitating and managing your company's social media engagements. tIt provides seamless interface with answering any messages, reviews, and other communications sent by our users via social media. It is definitely a great tool to use for company with social media engagement.

Khoros Care has a lot of features that are very useful to any starting company and even to a very established company like us.

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.

If you need a content management system that allows you to add a wide variety of label categorization and have multiple users logged in at the same time, Khoros Care is suitable. However, I cannot say that it's the best system to use. There are other systems that have the same or similar features without as many issues.

KC is suited well for social media listening/monitoring and engagement. However, with how twitter has pivoted, I think the offerings have dropped. Suited for omnichannel messaging but at the price point, UX, features list, KC should find some footing in this competitive market as there are many other tools that offer slightly better experience for the same price if not cheaper.

Helps industries who need to go an extra mile and provide great care to their customers by listening to their needs and provide real-time resolutions. It is extremely helpful in connecting with your customers the way they want via different social media channels and less of hassels.

Interacting with our clients through the Khoros Care messaging interface. It created personable interaction during the COVID-19 epidemic which we feared would be impossible. This program was essential in maintaining our client load through the state shutdown and encouraged clients to maintain in contact with our agency throughout the duration.

Khoros Care is a good tool if you want to handle multiple social media handles for customer support from a single place. It even integrates with Google business listings. It is integratable with other CRMs also. It has APIs, custom tagging, and automation options as well. However, it may take a long time and technical help to set up the whole thing.

Well suited :
Large enterprise : robust feature and scalability with extensive customer needs
Socially active brand : Companies that heavily engaged in social media
Multi channel support : Organization that looking to provide support across diverse digital channels.

Less appropriate :
Small business with limited resources : This can platforms can be pricey and complexity may be less feasible for smaller business or organization with modest customer needs
Companies with minimal social media : If business or companies doesn't have active presence on social media

As mentioned, it has helped in routing the all the messages in a single dashboard and minimized the headache to browse through other apps. While, implementing adding other integrations such as WebHook could be more beneficial, this will provide more prowerful action to interact with most applications with. Overall, I would give a thumbs up to this application.

If you have a single platform where you can interact with your customers from different social media channels then Khoros care is the best thing out there. All messages from different platforms are available at one place so there is nothing one can miss with customer satisfaction is paramount for you. It also has a great moderating feature where you can deliberately post things with proper approvals in place.

I wouldn't recommend it for a larger company with a huge amount of content to keep track, it's not very scalable. But for smaller companies it is a perfect fit.

Khoros care honestly makes sense for all companies but is especially needed when your social media conversation and incoming commentary is higher than other industries. It's also very useful if you are a brand that is looking for a team to manage different parts of social strategy but you are not able to grow a team internally.

The chat feature seems to be pretty stable for our company and currently trying to implement SMS with our current telephony system and the documentation is very confusing if you haven't used API's and custom integrations with the systems. Creating an account in Twilio and the charges that come with that as well as the cost of actually using Khoros is a bit frustrating as well when under tight timelines.

Amid the bustling operations of SwiftShip, a delivery company navigating the ever-demanding realm of e-commerce, Khoros Care emerged as the beacon for their digital customer engagement. In the throes of peak seasons, SwiftShip's customer support channels overflowed with inquiries, delivery updates, and occasional grievances. This chaotic flurry found solace within Khoros Care's embrace.During a festive sale, the floodgates burst open with queries pouring in through messaging apps, social media platforms, and the company's online community. Khoros Care stood as the sentinel, adeptly consolidating these varied interactions into a unified dashboard. It enabled SwiftShip's support team to swiftly triage, prioritize, and respond to each query, ensuring no customer concern went unaddressed amidst the holiday rush.As the company aimed to maintain a sterling reputation, Khoros Care became their shield against online storms. When a handful of delayed deliveries sparked a flurry of negative tweets and Facebook posts, the platform's real-time monitoring capabilities allowed SwiftShip to swiftly detect and defuse the brewing storm. With personalized responses and efficient resolution, the platform helped restore customer confidence and mitigate potential reputational damage.However, not all scenarios fit snugly within Khoros Care's domain. In instances where customers sought highly technical assistance, especially in cases of complex logistical issues or specialized delivery concerns, the platform's automated responses occasionally fell short. These intricacies demanded a human touch and specialized expertise that Khoros Care's automation couldn't fully encompass.Similarly, in moments when delicate and emotionally charged interactions surfaced—like instances where customers expressed heartfelt gratitude or deep disappointment—Khoros Care's automated responses lacked the nuanced empathy required to navigate these sensitive waters gracefully.As SwiftShip continued its journey, they realized Khoros Care's prowess lay in managing high volumes of queries, preserving brand reputation across digital platforms, and extracting actionable insights from data. Yet, they also recognized that for scenarios demanding intricate technical expertise or delicate emotional handling, the platform needed augmentation with human intervention and personalized care.In the symphony of digital-first customer engagement, Khoros Care remained a stellar conductor, orchestrating seamless interactions and insights. However, as with any powerful tool, its harmony resonated most profoundly in certain spheres while requiring nuanced accompaniment in others.

Has greatly enhanced our ability to monitor social media engagement and first time resolutions. Agent response time is now much faster, which is key in sales and for client retention. It is also helpful for quality assurance for new job candidates. The convenience of using just one platform is outstanding as well.

Khoros Care is a perfect platform to case manage a customer when a lengthy issue is happening. Conversations can be picked back up or snoozed and they can also be transferred to another colleague if they've been dealing with the case. It's not a call taking platform which some customers would want

It is a great platform to use, to moderate through 1,000s of comments each day.

Customer profile capabilities are a great way to continue to monitor a single user across all platforms. The Manage view leaves a lot to be desired as the experience is very click-intensive and doesn't allow for bulk actions on items. This can make the process of working from a "zero queue" quite time-consuming. Supervisor view should either not be dropped for this very reason, or Manage should be able to perform bulk actions.

Khoros has been suitable when customers need answers to quick questions from us, such as entering meter reads or enquiring about a bill. A time when it is less appropriate is when there are more complex cases that need further investigation and would require a phone call to go more in-depth.

I am able to provide responses to incoming posts in a timely manner; the posts are published instantly with no issue. It would help to have multiple features for organizing content into user-defined sections for better management and visibility.

It's great for communicating with customers, making it easy.

I think Khoros, allows us to interact with the customer base efficiently. The program is user-friendly and simple to us.

It is vital to do our job on a daily basis

In my opinion, While the system works for what we need, there are many errors that need to be addressed further.