Item: Khoros Care
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use Khoros Care in order to interact with our users both in a customer service and a general relationship building capacity. It helps us manage many streams of social media in one place so we can more efficiently and effectively review and respond to those customers. It also allows us to look back on prior interactions with customers, should their issue require further assistance from an escalation team, or if it's something we have already addressed in the past. Allowing for detailed notes and record keeping has helped us avoid missing information and give more timely resolution to our customers.

Pros and Cons

Account Integration
Customer History Compilation
Easily Customizable Options for Closing

Error messages could be more clear
Posts sometimes jump around the screen when loading in
Rarely account integration will un-sync, and require action.

Return on Investment

Dashboard helps agents track goal progress
Analytics help identify potential issues
Queueing allows for quick resolution

Likelihood to Renew

Khoros Care has continued to provide exactly what we need, or work with us to get what we need to help our customers. They are timely in their assistance when there are technical issues, and they always keep us in the loop when there is an ongoing issue that impacts us.

Scalability

Khoros Care has allowed us to stream all channels into one place, and has continued to allow growth as we've added other Social Media accounts to the list, we are up to at least 15, and that number keeps growing. It has saved so much time for us because we use one tool for a majority of our work now.

Implementation Rating

I was present for the implementation of Khoros Care and it was a very smooth process. From the beginning it worked as needed and we received the support we needed to get used to the platform. It was an easy transition from our old system, and allowed for more growth.

Key Insights

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

Likelihood to Recommend

Khoros Care is well suited for managing customers with repeat and/or frequent interactions. It helps compile history across platforms in one place so you know you're not missing information when trying to assist them. It also has the capacity to help identify trends if there are technical issues with a product by allowing for key word searches across customer posts.

Khoros Care Cares!

Modules Used

Overall Satisfaction with Khoros Care