Item: Khoros Service
Rating: 10
Author: Verified User

Overall Satisfaction with Khoros Care

Use Cases and Deployment Scope

Khoros Care has proven to be an effective tool to help us achieve our cost reduction goals while centralizing social media platforms into one. Not only is it essential to our internal support process, but it has changed the way we work with our customers, both on social and community channels. Here are a few examples of how Khoros Care has been able to reshape our social operations: By using keywords, we can proactively engage and offer help to people who are talking about us but not specifically contacting us in one tool. This shows our customers that we're always willing to help and aren't afraid to be proactive. The knowledge base is another feature we like. We use it to promote the Community on social media, as well as useful links on our website.

Pros and Cons

Pros

Centralize all social channels and platforms into one response tool
Easy routing of conversations by skill type
Comprehensive and versatile analytical features OOTB

Cons

Improve current real-time tracking capabilities to help increase agent productivity and efficiency.
Integrated capacity and planning and scheduling tools to enable large teams to better manage growth.
Improvements to the PushNext product, in which the conversation gets forwarded to the agent automatically but also gets dismissed automatically after the agent's reply.

Return on Investment

Flexible tag-based routing helped to increase agent efficiency and reduce operational costs.
The integration of the virtual assistant has helped increase savings by diverting contacts from our existing care channels and by containment.

Likelihood to Renew

We are committed to a continued quest for the most suitable solution for our business and are encouraged by our success story with Khoros Care to do so again.

Scalability

The advantages of Khoros Care and the support of scalability have been key elements for our teams. Khoros Care delivered! Some elements are still an obstacle today for large teams with several hundred employees, i.e., capacity management, planning & scheduling, schedule adherence metrics & improved real-time management tools for Social Care teams.

Implementation Rating

The integration was successful, and we started small before scaling up. As a result, the risks were kept under control.

Alternatives Considered

Khoros Communities, Khoros CX Insights and Khoros Marketing

Community is imperative, Khoros CXInsights is a product that we are still adapting to and needs more mature social integration to realize its value, and Khoros Marketing turned out to be a product that we use less frequently due to the scope of our team being mainly focused on Customer Care.

Other Software Used

Adobe Experience Platform, Emplifi Social Commerce Cloud, Verint Speech Analytics, Qualtrics CustomerXM

Key Insights

Do you think Khoros Service delivers good value for the price?

Not sure

Are you happy with Khoros Service's feature set?

Yes

Did Khoros Service live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Khoros Service go as expected?

Yes

Would you buy Khoros Service again?

Yes

Likelihood to Recommend

A great tool and a very collaborative group of people from the Customer Success, Sales, and Technical Account Management teams. Together they have proven to be immensely helpful in meeting our business needs and challenges. A small point worth noting, occasionally, it can take a little more effort on our part to get a solution when it comes to case support.

Comments

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Khoros Care makes it so easy to engage with customers on social and community.

Modules Used