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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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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

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Pricing

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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

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

(229)

Attribute Ratings

Reviews

(1-1 of 1)
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Score 9 out of 10
Vetted Review
Verified User
  • Closed loop tracking: Social Dyamx allows me to monitor the a case all the way from original tweet, through various hand-offs in customer support all the way to resolution. The product design is very visual and it’s easy to track this flow and see when issues get resolved.
  • Great filtering capability. The software is able to filter out the tweets or Facebook posts that we need to respond to and give us priority. This is a huge time saver.
  • Analytics: We haven’t fully leveraged the analytics capabilities yet, but what we have used looks very strong. We can pretty much track everything. Overall social case trends (so that we can monitor potential product issues), number of cases per period, etc. In addition, because the application is tightly integrated to Salesforce, we can also see if cases originate from product evangelists / fans so that we can proactively give them a call to let them know we are working on the problem. We can also see which customer segment cases are coming from etc.
  • People: The SocialDynamx staff is wonderful. They are extremely helpful and responsive to our issues.
  • We have not been using the product for very long, but so far we are not aware of any product shortcomings. It’s a really great product.
  • Much better visibility into customer usage issues
  • Faster time to ticket close leading to happier customers
  • Much better analytics around number of social support cases / average time to close, etc.
• This is a great product. But as we dig more into the analytics capability, we may compare this to Radian6 to make sure that the product offers the same level of analysis. Although I was overall not entirely happy with the Radian6 product when I used it some time ago, one of the things that did impress, is that they have deep relationships with Twitter, to the point where their Twitter analysis capability was uniquely strong. In addition, as the overall social strategist for the company, I’m interested in a platform that would allow us to monitor processes beyond customer care, such as sales and marketing enablement. If Radian6 (post acquisition by Salesforce) can demonstrate that capability, that might make me reconsider my commitment to SocialDynamx.
4
• We currently have 4 licenses: In addition to me, one social care community manger, and on each in customer support and Customer Service.
0
  • We are in the business of keeping businesses online. As such, our #1 priority is customer service – that prioritization applies to our social media approach as well. We are first and foremost on Twitter, Facebook, etc. to help any customers who ask for it. As we continue to ramp up the awareness and visibility of our social care, we are seeing a gradual decline in call center contact.
• We were not really using anything comparable. Primarily Excel spreadsheets. I have used Radian6 in the past at a different company.
  • Implemented in-house
  • In-person training
The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.
• It’s important to integrate with our CRM system so that call logs etc. are stored in the customer record.
No
• As an early customer, we have been working primarily with one of the executive team to resolve any issues.
The company executive we have been working with has provided excellent support and has been highly responsive.
• The UI is extraordinarily well designed. Particularly in the analytics area, the charts and graphs are beautiful. Not only are they amazing visually, but they make trends and actionable data instantly apparent.
No issues.
No issues.
  • Salesforce.com
We integrated so that all call logs in SocialDynamx are sent to SFDC and automatically stored in the customer record. This was a very straightforward integration and did not cause much difficulty to set up.
Very easy. They are really great to work with.
We are using the software on a trial basis.
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