Glimpse into our Social Response
August 16, 2017
Glimpse into our Social Response
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)
Khoros is being used primarily by Customer Service. Our social media team uses this tool from time to time. We use Khoros for Twitter and Facebook.
- Khoros is great for replying to customers on Twitter and Facebook. It's primarily very useful for Twitter. Also, the user's profile features allow us to get a glimpse of the customer and how to craft our responses.
- I love being able to use lucene rules to create better priorities to filter tickets.
- Also, the supervisor tools are useful to make sure proper responses are going out to customers.
- There are some areas in admin which could use some upgrading.
- I think maybe expanding instagram capabilities would be useful.
- I think there should be expanded profiles for Facebook tickets. In Facebook Messenger, there are profile details not present in the Khoros profile.
I think the routing and prioritizing is better than [tools provided by] other companies, but there are areas for improvement. I think when entering lucene rules there should be better ways of showing the effectiveness of the rule and shore up any errors present.
100 to 500 per week
We are able to answer all inquiries on Facebook or Twitter.