Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium)

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Top Rated
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Score 8.4 out of 100
Top Rated
Khoros Care (Formerly Spredfast + Lithium)

Overview

Recent Reviews

Khoros Care review

9 out of 10
April 28, 2022
We use Khoros Care to reply to Spectrum customers on Twitter, Facebook, Instagram, etc. We assist customers with their services and …
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Tell it like it is!

8 out of 10
April 27, 2022
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 …
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Khoros Care Review

8 out of 10
April 25, 2022
I use Khoros Care to moderate and engage with our guests via our social channels. We use the tool to foster community outreach, drive …
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Amazing tool!

8 out of 10
April 25, 2022
We use Khoros Care as a community management solution to respond to and keep track of posts made by members. With Care, we are able to …
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Review

7 out of 10
April 25, 2022
We use it for replying to customer queries via social media platforms such as Facebook and Twitter as well webchat. We also use it to …
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Awards

TrustRadius Award Top Rated 2022
TrustRadius Award Top Rated 2021
TrustRadius Award Top Rated 2020

Reviewer Pros & Cons

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Video Reviews

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Pricing

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What is Khoros Care (Formerly Spredfast + Lithium)?

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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What is Intercom?

Intercom is a contextual messaging system that supports live engagement with customers via text, chat, or email. It also supports triggered emails, customer segmentation and analysis, as well as integrations with MailChimp and Salesforce, and further extensibility via APIs and webhooks.

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What is Sparkcentral, by Hootsuite?

Sparkcentral by Hootsuite is a social customer care solution that aims to let users keep a personal touch, as a cloud-based customer engagement platform that caters specifically to customer care teams within large enterprises, enabling them to deliver real-time social customer service.…

Features Scorecard

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Product Details

What is Khoros Care (Formerly Spredfast + Lithium)?

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 (Formerly Spredfast + Lithium) 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 (Formerly Spredfast + Lithium) Screenshots

Lithium ResponseKeep agents focused with a single, prioritized to-do listUnify multiple channels in a single engagement hubIncrease efficiency with advanced workflows and operational insights

Khoros Care (Formerly Spredfast + Lithium) Video

Khoros Care (Formerly Spredfast + Lithium) Downloadables

Khoros Care (Formerly Spredfast + Lithium) Integrations

Khoros Care (Formerly Spredfast + Lithium) Competitors

Khoros Care (Formerly Spredfast + Lithium) Customer Size Distribution

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

Khoros Care (Formerly Spredfast + Lithium) Technical Details

Deployment TypesSaaS
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.

Comparisons

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Frequently Asked Questions

What is Khoros Care (Formerly Spredfast + Lithium)'s best feature?

Reviewers rate Social Engagement highest, with a score of 9.1.

Who uses Khoros Care (Formerly Spredfast + Lithium)?

The most common users of Khoros Care (Formerly Spredfast + Lithium) are from Enterprises (1,001+ employees) and the Telecommunications industry.

Reviews

(1-25 of 34)
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April 25, 2022

Review

Score 7 out of 10
Vetted Review
Verified User
Review Source
Khoros care is good and scaling up volume as we have used it starting with just two social media platforms and now with 3 + sitewide webchat which was very simple to set up routing, teams and workstreams.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We have seamlessly gone from about 4-5 active users on this platform to about 12-14, without issue. I like that we are able to assign conversations to specific agents and the training needed to perform successfully is minimal. The resources in Atlas and through the account managers have helped us ensure our agents are ready to go very shortly (and successfully) after starting in their roles.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We experienced it first hand. When we started with Lithium a few years back we had a very small team handling a handful of channels. Since then we grew considerably, both in staff and channels handled. This tool is perfectly designed for scalability but also contributes to easier change management since new channels easily integrate with the existing flows and settings. There are also a lot of settings that help with scalability and cater to the needs of either small, medium, or large teams.
March 18, 2022

Engage with Khoros

Score 7 out of 10
Vetted Review
Verified User
Review Source
I think overall it is very scalable. It is easy to add new people and would allow for the creation of different streams if a whole new team were to be brought on.
Kevin Perry | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Scalability has been easy. As we have grown and more customers have reached out to our digital platform, Khoros Care has been easy to work with and assess our next steps. Additionally, they are regularly integrating new platforms and tools that grow as our digital presence grows and our customers flow into those platforms.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I used Khoros Care with 5 team members, 15 team members, and eventually 30 team members. Each time it scaled perfectly, while also increasing the number of cases per agent, while also maintaining employee satisfaction.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.