Khoros Care: Tried and Tested
May 03, 2023

Khoros Care: Tried and Tested

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller

Modules Used

  • Response
  • Messaging

Overall Satisfaction with Khoros Care

We use Khoros Care to manage the customer service centre across social channels, i.e. Facebook, Twitter, Instagram, LinkedIn, WhatsApp and Google My Business. It was difficult for us to respond to customer enquiries and complaints via the native social channels and finding a solution that suits and integrates into our enterprise model was a challenge. Khoros Care designed a solution that integrated with our customer data and touchpoints that have helped us better understand the customer journey and for us to provide personalised experiences based on customer's need

Pros

  • Tagging
  • Sentiment classification
  • Team Performance Reporting
  • Workflow automation

Cons

  • Having a search field functionality at Work Queue and Smartview widget level
  • Custom CSV Export
  • A simple "select all" or "deselect all" box in the Work Queue view
  • We have seen a positive shift of customers from reaching out to the Call Centre to the Social Care Team.
  • Monthly and Annual Reporting to keep track of performance and stats related to the team has been much easier to highlight areas for improvement (month2month and anually)
  • CSAT/NPS Survey results have increased via Khoros Care in comparison to the Call Centre.
With Khoros Care, the proof is in the numbers, the touch points, the experience and the feedback the customers leave once a ticket is closed. There is no guesswork where agents need to improve. The Dashboard analytics are there to guide us on where to improve. Where we feel that the widgets aren't giving us what we need, we are exporting the data to gain more insights from the metadata.
The products is well suited for our organisation. We have been fortunate to work quite closely with the engineering team who have assisted our organisation meet security requirements for some of the channels we ingest data from. Although time-consuming, the alignment has been useful in some of the resource migrations that Khoros had to follow.
The implementation was carried out by a previous employee who left the organisation, however, because of the nature of the industry, we're frequently updating new processes. The setup of Khoros Care was quite simple to follow and update previous information that was done before I took over.

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

Yes

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?

I wasn't involved with the implementation phase

Would you buy Khoros Service again?

Yes

I find Khoros Care quite powerful at tagging and ticket routing of audience conversations, categorising and prioritising the work flow. This has saved us substantial time and we seen an improvement in the customer experience to our customers. Customer agents are knowledgeable to deal with more complex and challenging issues, improving response times and customer satisfaction. The Live Workforce Dashboards are also vital in monitoring agents on a day to day basis.

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