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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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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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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

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

(229)

Attribute Ratings

Reviews

(1-17 of 17)
Companies can't remove reviews or game the system. Here's why
October 09, 2017

Khoros Review 2017

Yannick Pierre | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Khoros has helped us operationalize our customer care over social allowing us to recognize issues and report back into the business opportunities. Dashboards and monitor walls are used by our business to show insights in real-time and allow us to flex based on demand.
Amy Campbell | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Khoros had a huge impact on helping us actually get to our customers in a timely and organized manner which was a major win. Additionally, tagging has helped us understand why customers are reaching out and what regions of the country are we hearing from the most. Additionally, while I still feel there are great improvements to be made on agent reporting, it has helped us a great deal with agents and overall metrics to better manage the program.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We have created agent dashboards to improve efficiency
We have created shared dashboards to easily monitor reaction to business updates
We have created multiple logins so that SMEs from around the business can log in and review data
The team can also collaborate easily using internal notes in the tool
Rob Hahn | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Using Khoros SMM has helped us to streamline our workflows and reduce our average time to first response. The analytics in SMM helps us keep a close eye on our performance throughout the day alerting us when there is a sudden increase in inbound volumes so we can make staffing adjustments as needed.
Dave Hoffman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
1) We utilize agent dashboards by site to allow reps to see how their performance compares to their peers. This allows for healthy competition with the reps. 2) We have daily reporting including actual posts that are sent to our executives. This allows all to see what reps are responding to customers about. 3) Call Center Reporting - provides details of overall call center performance which allows Sprint to manage centers better and provide guidance to improve.
August 28, 2017

Khoros Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
The functionality of the product has allowed us to explore more cost effective routing options to ensure specific contacts are being serviced by the right people based on skill. We have also created dashboards to allow fast and real-time monitoring of our performance and to encourage teamwork.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Our strategy is to be timely and efficient. The dashboards have helped us to monitor where we are with those goals easily and also to see which incoming posts/conversations give us the most difficult time and then we can iterate on how to fix that.
August 24, 2017

Khoros Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We have implemented a number of dashboards, to ensure we are meeting our service level requirements across all brands. We also utilize the snooze function to ensure our organization are closing out all requests within 24 hours, which is part of our service level agreement for our customers. This enables our follow up process, which was not possible prior to Khoros.
Liam Woods | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
It has enabled us to firmly showcase our capabilities in this area as being as advanced - if not more so - than the rest of the business' digital capabilities. In particular, our executive team have taken more notice as we were able to provide more in-depth and easy to understand reporting to them.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We have set up a number of dashboards for internal purposes, to keep an eye on any conversations that are not being attended to in a quick fashion. We are able to highlight great agent performance, and track any developments through time intelligence. It has been great to see where conversations are coming from, based on source.
Aimee Iannone | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Khoros has enabled us to track exactly how long each agent is taking to respond to a post. Previously we did not have this data available to us (or we had to manually calculate it). Now we can confidently set our KPI to respond within 30 minutes and track our staff performance accordingly.
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