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Great value for this digital-first solution!
November 03, 2021

Great value for this digital-first solution!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Modules Used

  • Response
  • Module 1

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

Initiative for providing more solutions via digital channel. The goal is for increasing Support Containment Deflection via Community activity.
  • Ability to track high volume of digital-first inquiries
  • Ability to report on those responses and time spent on them
  • Ability to become a bridge between your digital-first response and CRM system via integration.
  • Originally designed for "first-in-first-out" workflow. We are forced to give Manage view access to agents.
  • Lots of bugs
  • Need improvement with collaboration feature (Expert Help) or a better solution.
  • Helped increase solutions provided via Community.
  • Achieved by facilitating the management of posts.
  • Analytics is key for determining progress and guiding agents.
Khoros Care support has been great so far. The product has not reached maturity level yet for us, but Khoros has demonstrated commitment to meet our needs.
Collaboration capability and robustness is lacking in the product. This goes from bugs in the feature, its actual functionality, and reporting capability with the existing feature. (Expert help)
There was very little "Best practices" guidance with configuration and what to expect from an Agent adoption perspective.

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

Khoros Care is well suited for first-in-first-out workflow for responding to inquiries. Less suited for more elaborate workflow where collaboration is key to success. Collaboration needs to be done outside the product.