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…
Looking for affordable, efficient, and user friendly software? Try Khoros Care now!
Khoros Care- They do care
Good in theory, rough in practice
Promising tool, needs to find its footing among the heavyweights
Great customer management tool
Khoros Care cares about you
A tool that helps you to listen your customers from any channel, anywhere, anytime
NaBehind the screens : Khoros Cares
Business Success using Customer Engagement Software: Khoros Care
Great omni channel social media integration platform
Khoros for communities
Khoros Care is a great tool for SMMs
Khoros - Chat and SMS
Khoros Care: Elevating Customer Engagement Beyond Expectations!
Awards
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Reviewer Pros & Cons
Pricing
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…
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- Setup fee optional
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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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
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
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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 56)Why we love Khoros
- 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
- 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- They do care
- 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.
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.
Good in theory, rough in practice
- Tagging system - it's possible to add a wide variety of labels and categories
- Search feature - being able to find users by conversation number, username, or keywords makes it easier to navigate old conversations
- Easy system for assigning conversations to other users
- When you claim a conversation, it gets removed from the queue. This is much more visually explicit than Khoros Marketing's queue, for example, where all content remains visible in the queue and a bookmark gets moved around to distinguish the point where other users left off
- Bulk action - it's only possible to apply bulk actions in the "manage" section, it is not available under "agent." In the "manage" section, you still must assign tags to bulk action and then re-select all of the messages to close them, making the process twice as long as it needs to be
- Translation and language - translating messages doesn't always work. For the past three weeks all translations have failed, and it's intermittently stopped working in the past few months. Some much less common languages are not included on the system's language list, making any messages sent in those languages unavailable for translation. Similarly, the system will occasionally fail to recognize a language the user is speaking, but you can easily fix this by adding the language yourself. All of these issues are somewhat annoying, but can be avoided by using an external translation source
- Hit boxes - when adding tags/labels, you must click on the text, even though the entire row (including surrounding white space) is highlighted
- There is no section for "recently used," "common," or "favorite" tags like there is in other content management systems (e.g., Khoros Marketing, Sprinklr, etc.)
- Bulk actions do not work on a conversation where a user has, for example, sent the same message three times in a row - it would only label the last message. Also, because there is a lack of a "recently used tags" section, you need to retype each tag under each message separately, making the system much less efficient than it could be
- The content center (used for selecting pre-approved responses to send to users) does not always load. The widget goes missing or the content center pop-up box will disappear while attempting to load
- Conversations are automatically unassigned when a user signs out of the system, which can be a good and bad thing. It's mostly been a bad thing for our team. Anything assigned to another user for review will be sent back to the queue unless there is an attached response approval request
Promising tool, needs to find its footing among the heavyweights
- Omnichannel messaging for social media
- Organises the interactions well
- Decent insights in reporting
- The tool lags at times and minor bugs crop up.
- Learning curve is moderate. Can be made more intuitive.
- Sometimes we need multiple clicks for certain simple actions which could have been eliminated.
Khoros Care cares about you
- Customer Support
- Communication
- User interface
- Response times
- Aesthetics
- User interface
NaBehind the screens : Khoros Cares
Social Media Management : Monitor and respond customer queries and comments on social media platforms.
Online Communities : Community engagement by address user customer questions and discussed in dedicated online forums.
Customer Management : Gather and analyze customer feedback to improve products and services.
- Social Media Management
- Online Communities
- Customer Feedback
- Training Programs
- Integrations Strategy
- User Feedback Loop
- Performance Metrics
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
Khoros Care is a great tool for SMMs
- 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: Elevating Customer Engagement Beyond Expectations!
- Unified Multichannel Management
- Advanced Analytics and Insights
- Scalability and Customization
- Enhanced Natural Language Processing (NLP) Capabilities
- Intuitive and Flexible Reporting Interface
- Advanced Automation and Workflow Management
Khoros Care is recommended
- Great UI
- Various options
- Extensive analytical features
- Sometimes it's buggy
- Conversations can scroll up when you don't want them to
- Pictures sometimes don't show
Great tool for social media moderation
- It is great for sifting through many conversations, effectively.
- It allows me to go between conversations and reply at my own pace.
- It helps me to track repetitive users, on our social media pages.
- I have not been able to identify any lack, within the platform, as of yet.
- Ability to build a "customer profile" with all of their social channels to track the relationship and conversations with that single user in one place.
- Machine learning/AI capabilities to streamline monotonous steps where it could instead learn as you moderate and engage with users on the tool.
- Support is always responsive.
- Receiving Incoming data is pretty quick.
- Responses are always published quickly.
- The UI needs an overhaul; it feels very dated.
- Ability to edit titles/tags natively in Khoros from linked community threads.
- More editing capabilities, easier organizing of bookmarks/watching, and order tabs.
Khoros is great!
- 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.
Khoros Care Review
- n.a
- In my opinion, Mass closing comments needs to be addressed further. Closing each request is time consuming and the mass close does not resolve the time needed
- In my opinion, Multiple system issues, runs very slow & can have issues with post replies
- In my opinion, Filtering needs to be more effective
- In my opinion, Priority notionations provided on responses are useless, this could be a great option if it was applied properly
Happy User!
- Organization
- Communication
- User ease
- Random errors
- Individual/custom templates per Representative
- GIFs
Khoros Care review.
- 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.
Great platform
- collects and provides data
- turns data into statistics used to evaluate trends
- notifies of trends
Long time Khoros user, happy with the product
- 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
- 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
- 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.
- 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.
Khoros Care Cares!
- 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.
Does what it says on the tin
- No bloat, just the info I need
- Could be a little faster
An effective solution for community management and social reporting
- 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.