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Khoros Care

Khoros Care
Formerly Spredfast + Lithium

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…

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Recent Reviews

Why we love Khoros

10 out of 10
March 05, 2024
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 …
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Khoros for communities

8 out of 10
December 05, 2023
Incentivized
We used it as a community management tool. We had a large community of former students who interact with current students for networking …
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Khoros - Chat and SMS

7 out of 10
December 04, 2023
Incentivized
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 …
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Awards

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Reviewer Pros & Cons

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Pricing

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Khoros Care

Khoros Care

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

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Product Details

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

Screenshot of Lithium ResponseScreenshot of Keep agents focused with a single, prioritized to-do listScreenshot of Unify multiple channels in a single engagement hubScreenshot of Increase efficiency with advanced workflows and operational insights

Khoros Care Video

Khoros Care Integrations

Khoros Care Competitors

  • Verint Messaging
  • Salesforce
  • Sparkcentral by Hootsuite
  • Sprinklr Social + Messaging Suite

Khoros Care Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Windows Phone, Blackberry, Mobile Web
Supported LanguagesDetection and ingestion for engagements in over 100 languages, and native UI display for users in 31 languages.
Security
whistic readyRead Khoros (Formerly Spredfast + Lithium)'s Security Report on Whistic Security Network™

Khoros Care Downloadables

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

Consumers0%
Small Businesses (1-50 employees)0%
Mid-Size Companies (51-500 employees)10%
Enterprises (more than 500 employees)90%
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Comparisons

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Reviews and Ratings

(222)

Attribute Ratings

Reviews

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
July 17, 2023

When It Comes to Social Media Customer Care Khoros Care Is the Best!

LN
Laurren Neal
Social Engagement Coordinator
Tailored Brands (Retail, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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
Likelihood to Recommend
I would definitely recommend Khoros Care to anyone who has multiple brands with profiles on multiple social media channels. The platform does an amazing job putting everything in one place and making sure customer interactions do not fall through the cracks including listening tools where your company may not specifically be tagged in. It's easy and intuitive to use whether you have only a few people or an entire team using the platform.
Return on Investment
  • In several months we were able to lower average response times from 24 hours to 2 hours!
  • We went from having an entire team of people who periodically monitored our social interactions then due to the pandemic a limited team of fewer than six people with the same response time and proficiency.
  • This platform also works great to send links to privately message customers who have questions or concerns so we can gather the necessary info we need to further assist while remaining under the same conversation.
Likelihood to Renew
10
We've already had discussions regarding renewal and across all aspects, Khoros Care was considered far more useful than other platforms we've used in the past.
Scalability
10
Khoros Care has definitely adapted to our business needs! We've worked to increase engagement and lower response time, even with the size of the monitoring team changes our goals have been met due to the scalability of Khoros Care.
Implementation Rating
10
The implementation was very easy! They work diligently to ensure that everything that you want to monitor is put into one place eliminating the worry of missed interactions and as needs change the ability to edit what's being searched for is quick and easy to set up.
Alternatives Considered
Khoros Care has awesome "ready to send" reports based on analytic views that you can set up. Whether it's reporting on one brand's ad or comparing it to a prior month or year the analytics are very user-friendly with awesome supportive widgets that allow you to view an incredible amount of information not available to use in prior platforms.
Other Software Used
Support Rating
9
Khoros Support has always very responsive and helpful when it comes to getting my issue/inquiry addressed. Their ticket portal is great for tracking any open tickets and they can be updated via the portal or by responding to the email thread. Support reps are always extremely knowledgeable and care about getting you taken care of.
Premium Support
No, I was not aware that there was a premium support to was available for purchase. The normal support portal and representatives that come standard have always done a great job addressing my needs, I would be amazed to see what premium support would be like since the standard is above par.
Bug Resolution
Yes
Yes, it was resolved relatively quickly and they stayed in constant communication regarding the status of the situation.
Exceptional Examples of Khoros Care Support
There was a time that one of the social platforms was not ingesting comments. We reached out to support and quickly learned that the API of the platform prevented comments posted on ads after a certain amount of time. This was not a Khoros issue, but rather a limitation of the platform's API. It was easy to reach out and we quickly heard back from support which was able to give us more insight into other missed comments as well and was very helpful in devising a backup plan. Khoros support also reached out to their internal teams so we could be informed regarding any releases that platform makes to their API so we'd know when it would be functional in Khoros Care.
July 11, 2023

Does what it says on the tin

Verified User
Employee in Other
Entertainment Company, 5001-10,000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Use it for day to day
Pros and Cons
  • No bloat, just the info I need
  • Could be a little faster
Likelihood to Recommend
It works and is easy
Return on Investment
  • Made life much easier and gave our team an opportunity to steam line
  • Retention if users through targeted surveys
Likelihood to Renew
8
Useful in many ways with an emphasis on ease of use that allows our team to hit targets and retain time for other projects and daily tasks. Would recommend to those looking for something to make life a little easier for this kind of product
Scalability
7
Does what it sets out to with a couple of bells and whistles that allow scaling without too much hasslse
Implementation Rating
7
Easy to use once you understand how it works but took some time to familiarize ourselves with it
Other Software Used
Users and Roles
50
A wide variety, community, support,
Support Headcount Required
5
Analytical problem solvers
Business Processes Supported
  • Stats
  • Backend
Innovative Uses
  • Reporting
  • Automation of unexpected functions
Future Planned Uses
  • Migrating information
Key Differentiators
  • Ease of Use
It was the easiest and best at what is on offer
Evaluation Lessons Learned
Would save time and just go with this
Products Replaced
Not Sure
Support Rating
10
Very good and efficient
Premium Support
No need for it
Exceptional Examples of Khoros Care Support
No
Usability
7
It's intuitive and easy to follow but can be a little difficult to know where to go initially
Easy Tasks
  • Info gathering
  • Filtering
Difficult Tasks
  • Parsing data
Systems Integrated With
  • Vanilla
Was easy enough to get done as team implementing were skilled
Future Integration Plans
  • Amazon clpud
Not sure
Types of Integration
  • File import/export
  • Single Signon
No
Ease of Integration
7
Was fine
Integration Lessons Learned
Don't be afraid to contact the 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
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
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.
Return on Investment
  • Queues, routing and suggested responses used to reduce first response times.
  • Analytics and dashboard capabilities used to monitor and improve agent utilisation.
Likelihood to Renew
8
This isn't my decision and not my budget but if it were my decision, I'd lean heavily towards renewal, albeit with the caveat that I would need to understand how competitive the price is, and retain assurances around support from Khoros (which has been very good to date).
Scalability
9
When we needed to rapidly expand our user groups to react to huge volume increases due to Covid, Khoros Care made it easy to onboard new users, manage their access and rights effectively, and create new queues and workstreams.
Implementation Rating
5
I can't really answer this question effectively as I wasn't working with Social Media during implementation.
Alternatives Considered
I haven't used other platforms similar to Khoros Care.
Other Software Used
Users and Roles
Customer Service & Support Digital Media Product (Commercial) Partner orgs
Support Headcount Required
Limited in-house support required as the platform and developments are baked into our agreement
Business Processes Supported
  • Community Management
  • Trend Analysis
  • Customer Service & Support
Innovative Uses
  • Suggested Responses
  • Crisis Management
  • Review sites
Future Planned Uses
  • Expansion into new channels
  • Integration of live chat potentially
Key Differentiators
  • Prior Experience with the Product
Not ultimately my decision but the community management teams and response teams rate the usability of the platform and the existing relationship with Khoros and their understanding of our organisation and ways of working enables us to work productively together
Evaluation Lessons Learned
Not my process or decision, so no comment
Products Replaced
No
Support Rating
7
Support by and large is good, although on a couple of occasions we've had to escalate support requests through our account/success contacts due to unresponsiveness from the dedicated support team(s). I sense this is improving though following feedback we provided, and this willingness to learn and improve is appreciated
Premium Support
Not known
Bug Resolution
Yes
It varies - bugs are thankfully rare and often resolved within a couple of days, although on 1/2 occasions this has taken longer to resolve, though I do understand that sometimes the issues are with channels/platforms like Meta or Twitter, and are outside of Khoros' control
Exceptional Examples of Khoros Care Support
Yes, when we were working to get suggested responses up and running, the assistance and commitment from both the support team @ Khoros and our account/success managers was excellent
March 29, 2020

Khoros Care- Great but support needs improvement

Verified User
Vice-President in Marketing
Financial Services Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
Khoros is great:
  • If you are looking to streamline social media community management and not respond natively on the social media platform.
  • If you are looking for in-depth reporting on your community management team.
  • If you are looking for a line of sight into how your team is responding to comments and DMs across your channels.
My one hesitation is the Support team- we have random issues pop up often and they can take months to fix.
Return on Investment
  • Reliable SLA time reporting.
  • Brand Love opportunities provided.
  • Efficiency for our community management team.
Alternatives Considered
Wow, Khoros is MUCH better than Hootsuite. I used Hootsuite at a previous company and they over-promised and under-delivered. Hootsuite was not the most user-friendly and was a mess for community management purposes. I wound up signing on for Hootsuite and did not use it how I intended to. Hootsuite reporting does not even compare to Khoros' reporting too.
Support Rating
5
If you talk to anyone who uses Khoros, they will tell you that since the company merger, their support has tanked. They do not know how to move quickly to get resolutions, and they often tell you it will be fixed in up to 8 weeks. I have had outstanding issues since April of 2019 that were never address and are still affecting our reporting. I even met with the head of the support team at their conference back in September and he also stopped answering my emails when I followed up. It is honestly very disheartening. A prime example of when they had their cyber hack event at the end of January 2020: they did NOT alert their clients to why Khoros was down and we only found out when we could not access the site. It was a very frustrating experience and they were not transparent enough when the incident happened. I know this turned a lot of users to other platforms as the trust was broken.
Premium Support
Yes
We are a financial institution so we need our issues fixed as quickly as possible. We pay for a dedicated support tech who is there to help escalate issues as needed. She does help, but unless I get angry, issues are still not fixed quickly. I have had many instances where I was told the issue would be fixed in 4-8 weeks and never heard anything back.
Bug Resolution
Yes
This is very dependent...most of the issues I escalate are bugs. Some issues are fixed quickly or are a user issue (filter on or off, or something I didn't realize that was quickly pointed out) while others may take up to 8 weeks to fix if it requires coding.
Exceptional Examples of Khoros Care Support
While their support can be slow, their product coaching team is very supportive and always takes the time to help me figure out the best way to create reports for my company's needs. They are not quick to tell me that the platform can't provide the reporting, and spend time to help me figure out a way around their dashboard to create what I am looking for.
March 20, 2020

Khoros Care helps get your comments out there fast!

Verified User
Manager in Social Media
Entertainment Company, 5001-10,000 employees
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
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.
Return on Investment
  • Increased efficiency.
  • Increased engagement rates.
  • Increased commenting by our community managers.
Likelihood to Renew
1
Khoros support has been overall lacking and frustrating to work with. System can be buggy, so it's unfortunate that support isn't more robust.
Scalability
5
no response, our company has now grown since using this product
Support Rating
1
The support team is overall very lacking. We have repeatedly asked for modifications to the platform for years, and it's just fallen on deaf ears. It feels like the user is not a priority.
Usability
5
I would recommend taking a few sessions with their product coaches to better learn the platform
Implementation Rating
1
I was not a part of the implementation process, it was before I worked at the company.
Alternatives Considered
Khoros offers more robust reporting for data. Both Facebook & Khoros could do better with their apps.
Other Software Used
Products Replaced
Before using Khoros Care we were doing this work in individual social sites.
Analytics
It's a great time saver to have analytics in the same platform that we use for Care services. This saves us from flipping between other websites & also saves us from using another company for this service.
Users and Roles
2
Community manager
Support Headcount Required
If we need support, we go through Khoros
Business Processes Supported
  • social listening
  • social engaging
Future Planned Uses
  • would love to use on new websites as they become available
Key Differentiators
  • Price
It was the best bang for our buck.
Evaluation Lessons Learned
Next time we would love to talk to people who are already using the platform to get their opinion on the product.
Products Replaced
No
Implementation Details / Implementation Partner
  • Don't know
Bug Resolution
Yes
Have reported many bugs over the years, and some times it takes a week or so, some other bugs have yet to be resolved.
Exceptional Examples of Khoros Care Support
I cannot say I've ever had exceptional support. It seems like they're very understaffed.
Easy Tasks
  • none, overall use is pretty complicated
Difficult Tasks
  • the platform overall is a bit hard to pick up on your own
  • i would recommend using a product coach
Mobile Interface Availability and Impressions
Yes, but I don't use it
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