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Khoros Service

Score8.5 out of 10

230 Reviews and Ratings

What is Khoros Service?

Khoros Service offers omnichannel engagement on publicly available channels like social, digital, chat, and voice, as well as owned online communities like Khoros Communities. The solution offers 1-to-1 and 1-to-many engagement with customers and consumers, bringing together automation through bots and human agents.

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Categories & Use Cases

Media

Screenshot of a customer conversation in Agent view. Access past customer conversations and interactions in a single pane of glass.
Screenshot of the analytic dashboard used to monitor key metrics across a service organization, such as available agents, time to first response, and agent handle time.
Screenshot of Khoros Agent Assist. This feature provides agents with real-time recommendations, reducing the time needed to handle customer inquiries, deliver accurate resolutions, and train new agents.
Screenshot of Work Queues under Rules and Routing. This allows admins to build rules around tagging to ensure timely and effective follow-up from agents.

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Screenshot of a customer conversation in Agent view. Access past customer conversations and interactions in a single pane of glass.

Khoros Service Reviews

What users are saying about Khoros Service.
View all Khoros Service reviews

Reviewing the Khoros Platform

Incentivized
Verified User
Advisor in Information Technology (1001-5000 employees)

Use Cases and Deployment Scope

The main reason we use Khoros is to have a collaborative platform that our customers, partners and enthusiasts can come share their know of Qlik solutions, ask questions, get answers. they can also join advocacy programs, learn about webinars, latest product information and more. This space allows for transparency and helps people solve issues without having to open a support ticket.

Pros

  • Moderator team is excellent
  • having the ability to mark a correct answer
  • flexible navigation

Cons

  • support SLA's need improvement
  • Support engineers to read through the problem without making assumptions

Return on Investment

  • Call Deflection
  • helping not just one but one to many
  • customers in the Community tend to be more satisfied

Khoros Care is okay

Incentivized
Verified User
Consultant in Social Media (10,001+ employees)

Use Cases and Deployment Scope

I currently use the service to respond to twitter DM, Facebook Messages, Instragram DMs, iMessage and Google Message. The issue are that the application is slow when we are extremely busy. As well, the service should have some authentication option for customer service purposes. There should be an option to edit ABC chat names so that it’s easier to track conversations.

Pros

  • Layout

Cons

  • Functionality

Return on Investment

  • Some outages have caused customers to be unable to contact Rogers.

Alternatives Considered

Intradiem

Khoros Care- They do care

Incentivized
Raj Nandan
Customer success specilist in Customer Service at JUNO Finance (51-200 employees)

Use Cases and Deployment Scope

Khoros Care is mainly used for Real-time Customer Support in my current organization and also for Multi-channel Engagement. Both the features help in helping the customer on a real-time basis and also help in combining different channels into one which is really helpful to avoid any confusions and also keep a track of all the customer engagements.

Pros

  • Unified Customer Engagement
  • Automated Ticketing and Routing
  • Customer Satisfaction Measurement
  • Workflow Automation

Cons

  • AI and Machine Learning Capabilities- While Khoros Care supports automation, users might seek more advanced AI and machine learning features for tasks such as sentiment analysis or predictive analytics.
  • Mobile Accessibility- Users might find limitations in the mobile accessibility of Khoros Care, affecting their ability to manage customer interactions on the go.
  • Customization and Personalization- Users may want more extensive customization options for customer interactions, responses, and workflows.

Return on Investment

  • Automated Workflows for Streamlined Processes:
  • Integration with CRM Systems for Comprehensive Customer Insights
  • Real-Time Collaboration for Team Efficiency

Alternatives Considered

Zendesk Chat, Intercom and Freshdesk

Other Software Used

Intercom, Zendesk Chat, Freshdesk Contact Center

Good in theory, rough in practice

Incentivized
Leo McDonough
Content Strategist in Social Media at ICUC Social (201-500 employees)

Use Cases and Deployment Scope

I use Khoros Care for comment and private message moderation, responding to users, and categorizing communication via tags/labels. This system also allows us to reference previously closed messages for quality assurance.

Pros

  • Tagging system - it's possible to add a wide variety of labels and categories
  • Search feature - being able to find users by conversation number, username, or keywords makes it easier to navigate old conversations
  • Easy system for assigning conversations to other users
  • When you claim a conversation, it gets removed from the queue. This is much more visually explicit than Khoros Marketing's queue, for example, where all content remains visible in the queue and a bookmark gets moved around to distinguish the point where other users left off

Cons

  • Bulk action - it's only possible to apply bulk actions in the "manage" section, it is not available under "agent." In the "manage" section, you still must assign tags to bulk action and then re-select all of the messages to close them, making the process twice as long as it needs to be
  • Translation and language - translating messages doesn't always work. For the past three weeks all translations have failed, and it's intermittently stopped working in the past few months. Some much less common languages are not included on the system's language list, making any messages sent in those languages unavailable for translation. Similarly, the system will occasionally fail to recognize a language the user is speaking, but you can easily fix this by adding the language yourself. All of these issues are somewhat annoying, but can be avoided by using an external translation source
  • Hit boxes - when adding tags/labels, you must click on the text, even though the entire row (including surrounding white space) is highlighted
  • There is no section for "recently used," "common," or "favorite" tags like there is in other content management systems (e.g., Khoros Marketing, Sprinklr, etc.)
  • Bulk actions do not work on a conversation where a user has, for example, sent the same message three times in a row - it would only label the last message. Also, because there is a lack of a "recently used tags" section, you need to retype each tag under each message separately, making the system much less efficient than it could be
  • The content center (used for selecting pre-approved responses to send to users) does not always load. The widget goes missing or the content center pop-up box will disappear while attempting to load
  • Conversations are automatically unassigned when a user signs out of the system, which can be a good and bad thing. It's mostly been a bad thing for our team. Anything assigned to another user for review will be sent back to the queue unless there is an attached response approval request

Alternatives Considered

Sprinklr Social, Hootsuite, Salesforce Marketing Cloud Social Studio (retiring) and Khoros Marketing

Other Software Used

Salesforce Marketing Cloud Social Studio (retiring), Hootsuite, Sprinklr Social

Great customer management tool

Incentivized
Neha PantView profile
Account Manager- Existing Business in Sales at Wingify (51-200 employees)

Use Cases and Deployment Scope

Used this tool very briefly when I signed up for an internal internship program within my company. I applied to work with our marketing and social media team just to add more feathers to my cap. Our team used it to manage communication via different channels to connect with the customers.The good part is the tool can be easily integrated with multiple social media channels, and customers can easily send their issues which can also be addressed in real-time. Analytics is also great.

Pros

  • Great way to reach out to customers via social media
  • helps in productivity with providing real-tome resolution to the customers
  • chat bot is also great to manage the chats
  • Helps in maintaining great customer satisfcation

Cons

  • Customizable report templates
  • sometimes difficult to navigate for specialized functions
  • Pricing

Return on Investment

  • Helped in reducing response time
  • Better productivity for agents using chatbot functionality
  • driving great customer satisfaction and retention

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