Item: Khoros Service
Rating: 9
Author: Verified User

Overall Satisfaction with Khoros Care

Use Cases and Deployment Scope

We use it to talk to customers on social media, handling both public and private messages. It helps us to manage both incoming and historic customer conversations. We are able to review our target stats using Khoros as well as work as a team on the conversations by sharing chat identification numbers.

Pros and Cons

Pros

Organises conversation queues
Allows conversation queues to be ordered by priority
Easy pick up of conversations

Cons

No thoughts at this time, it is pragmatic and covers anything I can think of us needing

Return on Investment

Reaching priority cusotmers
reducing wait times
tracking employee metrics effectively

Likelihood to Renew

It is a very useful tool for the business, I would recommend it 100%

Scalability

It works well both for entire departments and on a 8-13 person team level

Implementation Rating

Key Insights

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

Likelihood to Recommend

In my role there are conversations of varying priority - some will be much more urgent while others can be left to wait for some time. As there is a priority system, this means we're able to get to our high priority customers with great speed and efficiency. It is very helpful

Comments

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Useful tool!

Modules Used