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Long time user of Khoros Care (Formerly Spredfast + Lithium).
July 18, 2023

Long time user of Khoros Care (Formerly Spredfast + Lithium).

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Modules Used

  • Response

Overall Satisfaction with Khoros Care

My organization uses Khoros to engage with our customers for both brand love and customer care through all of our social channels. It solves the problem of manually looking for mentions about the brand, and instead ingests them all into one location (with the exception of recently launched Threads and some others) for easier access to these conversations. Our company currently uses this for Facebook, Instagram, Twitter. We also use it to engage on TikTok, but in a very limited capacity as the tool can only ingest comments on owned content.
  • Ability to build a "customer profile" with all of their social channels to track the relationship and conversations with that single user in one place.
  • Machine learning/AI capabilities to streamline monotonous steps where it could instead learn as you moderate and engage with users on the tool.
  • Grown our social following.
I'm not the one making this decision, so I cannot say.
I would say the tool allows for multiple users in a simple way.
I didn't participate in the implementation of the product.

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

Not sure

Are you happy with Khoros Care's feature set?

No

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?

No

Customer profile capabilities are a great way to continue to monitor a single user across all platforms. The Manage view leaves a lot to be desired as the experience is very click-intensive and doesn't allow for bulk actions on items. This can make the process of working from a "zero queue" quite time-consuming. Supervisor view should either not be dropped for this very reason, or Manage should be able to perform bulk actions.