Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)
It is being used by one department, primarily to respond to customer inquiries from Facebook and Twitter.
- Organizing work. We can prioritize inquiries based on a variety of factors, which are easy to change and adjust.
- The Expert tool has been very helpful both with training new representatives and with unique situations.
- Agent States provides productivity information for our team.
- There’s currently no option to triage based on sentiment or keywords. We do use keyword routing, but it’s only effective to route off non-actionable conversations.
- We want to use the Push Next feature, but it’s not compatible yet with the Irrelevant button we’ve become accustomed to using.
- This is difficult to measure.
Khoros is much more intuitive and user-friendly.
Do you think Khoros Care delivers good value for the price?
Yes
Are you happy with Khoros Care's feature set?
Yes
Did Khoros Care live up to sales and marketing promises?
Yes
Did implementation of Khoros Care go as expected?
Yes
Would you buy Khoros Care again?
Yes