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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

Perfect system

10 out of 10
July 18, 2023
Incentivized
We use Khoros as a way to connect with customers so we can answer queries and help with supporting them in managing their accounts. Khoros …
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Happy User!

10 out of 10
July 17, 2023
Incentivized
Khoros is used to communicate and offer real-time assistance to our travelers via social media platforms. This tool keeps our …
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Useful tool!

9 out of 10
July 17, 2023
Incentivized
We use it to talk to customers on social media, handling both public and private messages. It helps us to manage both incoming and …
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Look no further

8 out of 10
July 17, 2023
Incentivized
We use the platform to monitor and engage with our online communities. We would like to see Khoros integrate more "following" streams vs …
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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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Verified User
Employee in Social Media
Utilities Company, 501-1000 employees
Verified User
Employee in Customer Service
E-Learning Company, 501-1000 employees
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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

(200)

Attribute Ratings

Reviews

(1-10 of 10)
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
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.
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
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
November 29, 2020

Khoros proves that its better than the rest!

Verified User
Director in Customer Service
Transportation/Trucking/Railroad Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
Khoros [Care (Formerly Spredfast + Lithium)] has made several improvements to its support and engagement for clients. Response times have improved and the need to seek support has drastically reduced, highlighting the improvements in the experience to reduce customer pain.
April 08, 2020

Khoros Care helped improve efficiencies, time to resolution, and relieve agent stresses/pain-points

Verified User
Analyst in Marketing
Restaurants Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
8
We had a couple of ongoing issues with the mass close function in the manage view that allows us to take bulk actions on multiple posts at once. The resolution was spotty, but the support team was communicative and quick to reach out upon notifying them of the issue.
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
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.
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