Khoros Care - Great for Care!
March 02, 2021
Khoros Care - Great for Care!
Score 9 out of 10
Vetted Review
Verified User
Modules Used
- Response
- Messaging
Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)
Currently, Khoros Care is being utilized by our Customer Care department, and at times is also utilized by our Marketing department for responses as well. This addresses our communication with customers across a wide variety of digital platforms: Facebook, Twitter, Texting, Apple Business Chat, Google Chat, our local website chat, YouTube, Instagram, LinkedIn, Google Reviews, Google App Reviews, and more that I know I am forgetting. It really allows us to GO TO our customers and the digital community they prefer to be in, rather than expecting them to come to us.
- Multi Platform Integration - It is fantastic to be available to our customers throughout the digital world.
- Representative Workflow - The platform allows for a customizable workflow that you can utilize to meet your demand, while not overloading your employees.
- Customer profile - The tool allows you to build a profile for each customer. As long as you identify a primary account to each contact, you can build a comprehensive profile which includes contact history and linking to multiple digital channels.
- Support - Sometimes items can be seen as "minor nuisances" and not handled in a timely fashion. However, those "minor nuisances" often cause disruptions in workflow and slow down our internal company efficiency.
- Routing - Utilized Tags to flow interactions to properly trained agents with relative effectiveness; the effectiveness will only get better with some future AI/Bot integration.
- Customer Satisfaction - utilizing an easy to use C-Sat platform which directly links each interaction is convenient, and allows us to coach to specific interactions where we could have improved the customers satisfaction.
We previously used Hootsuite. Hootsuite was very clunky for Customer Service, and oftentimes it would end up that agents would accidentally step over each other, send out multiple responses, or struggle to identify posts to work. Hootsuite was more intended for marketing and struggled at times with response. However, Khoros Care is a good balance of both, and also has tools specific to marketing versus customer service. Additionally, Khoros now has far more platforms than we previously had in Hootsuite.