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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

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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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

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
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
November 12, 2012

Very strong product with a fantastic UI.

Verified User
Director in Marketing
Telecommunications Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Pros and Cons
  • 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.
Return on Investment
  • 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.
Likelihood to Renew
9
• 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.
Likelihood to Recommend
Users and Roles
4
• We currently have 4 licenses: In addition to me, one social care community manger, and on each in customer support and Customer Service.
Support Headcount Required
0
Business Processes Supported
  • 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.
Products Replaced
• We were not really using anything comparable. Primarily Excel spreadsheets. I have used Radian6 in the past at a different company.
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Rating
10
Training Types Used
  • In-person training
In-Person Training
10
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.
Additional Customization Considerations
• It’s important to integrate with our CRM system so that call logs etc. are stored in the customer record.
Premium Support
No
• As an early customer, we have been working primarily with one of the executive team to resolve any issues.
Support Rating
10
The company executive we have been working with has provided excellent support and has been highly responsive.
Usability
10
• 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.
Reliability and Availability
10
No issues.
Performance
10
No issues.
Systems Integrated With
  • 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.
Pre-Sale Experience
Very easy. They are really great to work with.
Key Negotiation Points
We are using the software on a trial basis.
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