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 …
Khoros Care
Khoros Care
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
Looking for affordable, efficient, and user friendly software? Try Khoros Care now!
We use Khoros Care daily to respond to our Social media account messages, chats, and reachouts. We used Khoros Care to resolve our …
Khoros Care- They do care
Khoros Care is mainly used for Real-time Customer Support in my current organization and also for Multi-channel Engagement. Both the …
Good in theory, rough in practice
I use Khoros Care for comment and private message moderation, responding to users, and categorizing communication via tags/labels. This …
Promising tool, needs to find its footing among the heavyweights
Social media monitoring was what we wanted to achieve using this tool. We needed a tool to aggregate all our social media interactions, …
Great customer management tool
Used this tool very briefly when I signed up for an internal internship program within my company. I applied to work with our marketing …
Khoros Care cares about you
We utilized Khoros Care for digital customer care, including messaging, chat, social marketing, and online communities which was …
A tool that helps you to listen your customers from any channel, anywhere, anytime
We were looking for a tool to handle messages from all our customers or leads from different channels like social media, WhatsApp …
NaBehind the screens : Khoros Cares
Primarily address the need for effective customer service and engagement. We use it to manage and respond customer inquiries seamlessly …
Business Success using Customer Engagement Software: Khoros Care
We have a customer support Team, who responds to the customers and bridals to provide them support via different messaging platforms in a …
Great omni channel social media integration platform
One of our clients used khoros care for the web chat and interacting with their end users. We integrated Khoros care to get the omni …
Khoros for communities
We used it as a community management tool. We had a large community of former students who interact with current students for networking …
Khoros Care is a great tool for SMMs
Khoros care is an integral tool used at Meta for social media publishing, moderation, and social listening. The best thing about the tool …
Khoros - Chat and SMS
We currently use it for our chat feature via our company website to get Tech Support on products we sell with support 7 days a week. As …
Khoros Care: Elevating Customer Engagement Beyond Expectations!
As a data analyst within our delivery company, Khoros Care has become an integral tool in our operations, addressing several critical …
Awards
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Reviewer Pros & Cons
Verified User
Employee in Quality Assurance
Consumer Services Company, 51-200 employees
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?
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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
- 7.6Likelihood to Renew77 ratings
- 9Availability2 ratings
- 9Performance2 ratings
- 6.5Usability8 ratings
- 8.2Support Rating10 ratings
- 7.3Online Training1 rating
- 9In-Person Training2 ratings
- 7.3Implementation Rating69 ratings
- 8Product Scalability75 ratings
- 6.4Ease of integration1 rating
- 8.6Social Data Collection3 ratings
- 8.2Social Analytics & Insight2 ratings
- 7.3Social Publishing3 ratings
- 9.1Social Engagement3 ratings
Reviews
(1-25 of 33)Companies can't remove reviews or game the system. Here's why
March 05, 2024
Why we love Khoros
Verified User
Employee in Quality Assurance
Consumer Services Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
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 technologies. A profitable and productive platform as it has dashboards that are customized for each consumer is excellent. Instead of seeing social media as a standalone medium, Khoros sees it as an integrated communication channel.
- Effectively handle comments on social media
- Address the concerns of our members in an effective manner
- This is how we keep an eye on interactions and run our social media accounts.
- This is how we keep an eye on interactions and run our social media accounts.
- Effectively handle comments on social media
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.
We use Khoros Care daily to respond to our Social media account messages, chats, and reachouts. We used Khoros Care to resolve our members/customers' concerns via social media. Also, we use this to monitor engagements and manage our social media pages. It is a useful tool/ software indeed. I really recommend you guys to try this!
- Respond to our members concern in efficient way
- Manage social media comments efficiently
- Pull up data
- User interface, as a first time user, Khoros Care is kind of confusing at first.
- UI design can be improve
- User experiencing laggyness when their a multiple opened messages
Khoros Care has a lot of features that are very useful to any starting company and even to a very established company like us.
January 02, 2024
Khoros Care- They do care
Khoros Care is mainly used for Real-time Customer Support in my current organization and also for Multi-channel Engagement. Both the features help in helping the customer on a real-time basis and also help in combining different channels into one which is really helpful to avoid any confusions and also keep a track of all the customer engagements.
- Unified Customer Engagement
- Automated Ticketing and Routing
- Customer Satisfaction Measurement
- Workflow Automation
- AI and Machine Learning Capabilities- While Khoros Care supports automation, users might seek more advanced AI and machine learning features for tasks such as sentiment analysis or predictive analytics.
- Mobile Accessibility- Users might find limitations in the mobile accessibility of Khoros Care, affecting their ability to manage customer interactions on the go.
- Customization and Personalization- Users may want more extensive customization options for customer interactions, responses, and workflows.
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.
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.
December 04, 2023
Khoros Care is a great tool for SMMs
Verified User
Strategist in Marketing
Telecommunications Company, 10,001+ employees
Khoros care is an integral tool used at Meta for social media publishing, moderation, and social listening. The best thing about the tool is that it brings in all functions of social under one platform and team. The second best thing is the service from Khoros strategists and moderators. It's a one stop-shop for social media managers.
- Social media listening and analysis
- Timely reporting on content performance
- Engagement suggestions
- More focus on strategy and suggesting new content to SMMs
- Ability to create lists and listening around influencers
- Competitive dashboards with more in-depth information (SOV)
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.
December 04, 2023
Khoros - Chat and SMS
Verified User
Technician in Information Technology
Consumer Electronics Company, 1001-5000 employees
We currently use it for our chat feature via our company website to get Tech Support on products we sell with support 7 days a week. As well as reporting features for our leadership team.
- Chat feature
- Agent Dashboard
- Supervisor features
- Default reporting
- Integrations with other vendors needs to be easier
- Better documentation for administrators
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.
July 17, 2023
Khoros is great!
We use Khoros as a way to connect with United Airlines passengers via social media to assist with concerns and inquiries related to travel.
- Filters inquire based on what customers are reaching out about.
- Allows us to see users' full accounts.
- Allows a streamlined process that allows users to reply quickly and efficiently.
- Being able to combine users who use both Facebook and Twitter.
- Possibly a pop-up for snoozed conversations.
- Doing a better job viewing tweets where United is not actually tagged but mentioned.
I think Khoros, allows us to interact with the customer base efficiently. The program is user-friendly and simple to us.
July 17, 2023
Khoros Care Review
I use it everyday when I work, it is what we need to do our jobs. Our customers will reach out to us in Facebook or Twitter with help needed for their accounts or questions they may have
- Shows incoming messages
- It prioritizes messages that we get
- The Stats that is shows us like , total mesages , responses, etc
- Maybe have the messages we want to review have separate pop up boxes that we can move around and watch them multiple messages at time
It is vital to do our job on a daily basis
July 17, 2023
Look no further
Verified User
Representative in Marketing
Food & Beverages Company, 10,001+ employees
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
Product coaching and resources are readily available. Account managers are awesome.
July 17, 2023
Khoros Works!
Verified User
Employee in Customer Service
Airlines/Aviation Company, 10,001+ employees
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
Since we use Khoros every single day, I can't imagine using any other platform to get our work done. I appreciate the flexibilty of the platform as our Company has made changes based on individual Employee access, added new features, and communicated outages whenever things aren't working as smoothly as they should.
Verified User
Manager in Other
Automotive Company, 1001-5000 employees
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
The ability to handle all inbound in one place while also labeling is hugely helpful. We have a variety of brands/channels (over 50) that we manage so being able to use one system to track everything is a time saver. the labeling system has come in handy for when corporate wants to review a specific promotion (buzz) or a particular PR event.
July 12, 2023
Khoros Care Cares!
Verified User
Representative in Social Media
Consumer Electronics Company, 10,001+ employees
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.
Khoros Care is well suited for managing customers with repeat and/or frequent interactions. It helps compile history across platforms in one place so you know you're not missing information when trying to assist them. It also has the capacity to help identify trends if there are technical issues with a product by allowing for key word searches across customer posts.
Verified User
Program Manager in Social Media
Telecommunications Company, 10,001+ employees
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.
A great tool and a very collaborative group of people from the Customer Success, Sales, and Technical Account Management teams. Together they have proven to be immensely helpful in meeting our business needs and challenges. A small point worth noting, occasionally, it can take a little more effort on our part to get a solution when it comes to case support.
November 24, 2022
An effective solution for community management and social reporting
Verified User
Manager in Customer Service
Consumer Services Company, 1001-5000 employees
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.
Khoros Care is particularly suited to dealing with hot topic or crisis moments - this is because it enables new tags (including keyword and author rules) to be set up very easily and prioritised accordingly. This is supported further with suggested response functionality which allows community managers / agents to respond effectively to potentially high volumes of posts.
September 07, 2022
Multi-Team Software good for basic needs but not flexible
Verified User
Analyst in Social Media
Retail Company, 10,001+ employees
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.
Khorus Care would be suited for a brand that is smaller and has fewer needs for very robust reporting systems or complex filtering and triage needs.
Verified User
Contributor in Social Media
Telecommunications Company, 10,001+ employees
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.
Khoros Care seems well-suited for management of a larger organization's social media channels. It can be dense to use at times, and it may not be as simple to use as other solutions, but its tremendous flexibility and excellent set of resources via its online community make up for any shortcomings it may have in that regard. Support from the company via our account and support teams is strong, and as a result we are able to tackle any problem that comes our way. Continual development of the platform allows us to get creative with support, as new features are frequently introduced.
April 30, 2022
Well-Rounded & Feature Full Social Care Platform
Verified User
Administrator in Customer Service
Telecommunications Company, 5001-10,000 employees
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.
Any service-based company with a volatile service offering. Network outages, systems down, etc. Where a large influx of customers can sporadically come to social media for support. Khoros does a particularly good job at facilitating high volumes in numerous ways that can suit any business. Various tools are available to manage and control incoming posts and prioritize accordingly
April 28, 2022
Khoros Care review
Verified User
Supervisor in Social Media
Telecommunications Company, 51-200 employees
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.
Well suited for customer responses in social media. The profile section of Khoros however, needs a search function. It's frustrating trying to find a conversation when the information we are searching is only listed in the profile. The search function only searches for verbiage listed in the conversation.
Verified User
Professional in Corporate
Information Technology & Services Company, 10,001+ employees
We use Khoros Care to engage with our social media audience across multiple channels and businesses. These conversations used to be hard to track or assign to the right team and Khoros Care has solved this problem. Now we are able to quickly assign the conversations to the right team, to lable them in order to track volume and sentiment and to handle them in bulk when needed.
- It allows multiple teams to work together across multiple channels.
- Tracking conversations and measuring volume and sentiment.
- Analytics.
- The legacy Spredfast tool used to have a "translate" functionality that was really useful.
- Integration with the Khoros Marketing tool for the teams that handle both aspects.
Khoros Care is excellent for big teams that have to work together across multiple channels and businesses. The tool provides great visibility into social media conversations allowing them to be properly handled, routed, labeled and tracked. I am not sure where it wouldn't be appropriate, maybe in a small company with a low volume of conversations.
April 27, 2022
Tell it like it is!
Verified User
Program Manager in Marketing
Financial Services Company, 1001-5000 employees
I manage the software for all teams across the organization. I manage the backend, train, and guide teams on brand voice and tone in their response. I also support reporting.
- Receiving inbound communications
- Agent reporting
- Response publishing
- Inbound communication routing - Keywords and regex rules only go so far. Routing by priority would be helpful.
- Support - The support team is not always helpful and it often takes more than one phrasing of the question before they understand the ask.
- Sales Team - When support is requested in annual reviews we are met with up-sell pitches rather than help.
- Account management - We love our account manager, and he is helpful in escalating support issues but would love for more strategy support from him.
The Khoros software does a great job at pulling in conversations in an organized way. Though there is more to be desired for routing it does a better job than many of the software out there and we appreciate that.
March 18, 2022
Khoros cares about the customer's experience
Verified User
Manager in Marketing
Consumer Services Company, 10,001+ employees
Multiple team members use Khoros Care daily to help respond to and escalate customer care issues, monitor trends, and determine the overall brand sentiment on social platforms. We are able to track from entry to resolution on our customer care side and have been able to determine any potential problem areas early on thanks to the detailed tagging in this platform.
- Automatic prioritization
- Auto tagging for issues
- Our account managers are always very helpful in providing insights and best practices
- 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.
Khoros Care is great for quick responses on Facebook, Twitter, and Instagram, which are our three most used platforms. Based on what I have seen, it would be better to have a more in-depth review module that allows for better response capability. Right now, it seems that Khoros Care only allows us a bird's eye view of sentiment and issues, versus handling all responses across various review platforms.
March 15, 2022
Good solution - needs to evolve.
Verified User
General Manager in Customer Service
Computer Software Company, 10,001+ employees
We use Khoros for all of our social media customer care interactions at the company. We have deployed this to new acquisitions and expanded our use of the software. The solution allows us to monitor and reply to social media support opportunities and report on the issues that interest the company.
- Case handling of social media posts - Khoros is able to gather social media posts across the web and bring them into a support CRM system that treats those posts as cases and allows us to handle them in a way that is appropriate for support.
- Collaboration - social media cases are handled with easy collaboration across teams of all sizes.
- Simplicity of user interface - Managing many social media posts can be a challenge, but Khoros's solution allows you to address these posts easily by simplifying the UI and bringing only the necessary information for the agent so that they aren't overwhelmed with too much information.
- Khoros as a company has changed over the last several years, but more so in the last year, where we have seen our company's needs being met with a lessor priority over newer clients that pay a higher price for the same solution (due to us getting involved early on and being existing Khoros Community customer at the time, we were locked into a lower rate). This was seen as the service level and service engagement has slowly been fading away. Our Customer Success Manager was re-assigned, and we were told that the CSM role was being eliminated, but it turned out that the elimination was specific to our company. It was clear that Khoros valued getting more money out of our company than maintaining a relationship when for the first time in our 5 years using the solution, a 6% y/y increase in cost clause was discretely added to our contract during renegotiations.
- Khoros solicits "ideas" from their customers on the community. If the idea doesn't get any traction from the community, it is archived. If it does get traction and a lot of community members want the idea to happen, then it simply moves over and sits in a queue perpetually. There are many great ideas that are there that will help grow the Social Media Customer Care needs, from the experts who lead in the industry (because they're evolving quicker than Khoros can catch up), but Khoros doesn't execute on the vast majority of the ones that have community support.
- Khoros has been focusing on the Social Marketing space in the last couple years, and it makes sense. However, the development of Social Marketing functionality has slowed the development of Social Media Care functionality to where you'll see in the release notes that most new features are geared towards marketing, with not much for care.
- Whenever new functionality is released for Social Media Care, Khoros will require additional payment for said features (which is weird for a SaaS company) - this causes us to have to be in constant budget asks internally and constant contract renegotiations because Khoros doesn't consider the features worth the investment that has already been given to them by our company.
It works well when implementing social media customer care, and the features are easy to use.
November 02, 2021
Must-Have if you have Khoros Communities
Verified User
Employee in Customer Service
Internet Company, 1001-5000 employees
Khoros Care is used by our social media team (a part of our customer service department) to address customer support issues as they come in via our support community, Facebook, and Twitter. Khoros Care helps us efficiently assist customers across social media from one platform. It also helps agents track their cases.
- Manages and pulls in posts from communities, Facebook, and Twitter so we can address them in one place as opposed to logging into each site natively.
- Khoros Care has great analytics. I like the customizable dashboards; we use them for weekly reports to upper management.
- Khoros Care helps our social media manager manage and monitor our teams.
- Not sure if it's because of our SSO, but it's annoying to have to log into our community again when I click on a community username within Khoros Care. I'd like to go straight to their community profile without this extra step.
- We don't use the TKB, so it would be nice if we could remove that as an option in the right panel. I always have to click on the Templates tab because by default "KB" is shown. I'd rather have Templates showing instead.
Khoros Care is great for managing and pulling in customer posts from the community, Facebook, and Twitter. Saves us a lot of time and effort by letting us address our customers from multiple social media in an easy interface. It's also great to allow multiple agents to discuss a customer's case using the internal notes and conversation reassignment feature. The snooze feature is a personal godsend; it lets me space out reminders for the many cases I juggle at a time.
March 02, 2021
Khoros Care - Great for Care!
Verified User
Manager in Customer Service
Telecommunications Company, 1001-5000 employees
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.
Khoros Care is great for engaging customers, getting a clear picture of their profile and overall history, and integrating a large variety of platforms to maximize your accessibility. For both Care and Marketing, this is a top-notch platform that allows you to have almost everything in one place, and for those used to a more standard call center style format with their representatives, the workflow is fantastic. I would highly recommend this program to anyone that utilizes customer service and marketing, which is pretty much everyone. While not as useful to smaller companies simply due to not needing to manage such a large amount of interactions, it is still something I would certainly recommend moving to as you grow your digital footprint.
March 20, 2020
Khoros Care helps get your comments out there fast!
Verified User
Manager in Social Media
Entertainment Company, 5001-10,000 employees
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.
Khoros Care is really helpful for when we have lots of eyeballs on our accounts from the big wigs. It's easy to jump in quickly on conversations when they're all organized in one place.
September 15, 2019
Best social care tool in the business!
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
Best suited for federating incoming digital volume, it is less appropriate for closing the loop, coming back to a case and identifying suprise and delight opportunities