Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium)

Customer Verified
Top Rated
About TrustRadius ScoringScore 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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Verified User
Supervisor

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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Verified User
Program Manager

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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Verified User
Team Lead

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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Verified User
Administrator

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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Verified User
Team Lead

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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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Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium)

N/A
Unavailable

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

Would you like us to let the vendor know that you want pricing?

2 people want pricing too

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$39
per month

What is Intercom?

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Sparkcentral, by Hootsuite

Sparkcentral, by Hootsuite

N/A
Unavailable

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

No scorecards have been submitted for this product yet..

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

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

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

View all alternatives

Frequently Asked Questions

What are Khoros Care (Formerly Spredfast + Lithium)'s top competitors?

Verint Messaging are common alternatives for Khoros Care (Formerly Spredfast + Lithium).

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 and Ratings

 (122)

Ratings

Likelihood to Renew (36)

8.3
83%

Usability (7)

7.9
79%

Availability (4)

9.0
90%

Performance (4)

9.0
90%

Support Rating (10)

6.9
69%

In-Person Training (2)

9.0
90%

Online Training (1)

7.3
73%

Implementation Rating (41)

8.3
83%

Product Scalability (34)

8.6
86%

Reviews

(1-7 of 7)
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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
Review Source

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
Review Source

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
Review Source

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.