Khoros Care: Tried and Tested
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
- Tagging
- Sentiment classification
- Team Performance Reporting
- Workflow automation
- 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.
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?
I wasn't involved with the selection/purchase process
Did implementation of Khoros Care go as expected?
I wasn't involved with the implementation phase
Would you buy Khoros Care again?
Yes