Item: Khoros Care
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Khoros Care is great for my business as it brings in customers from Twitter/Facebook with the availability for Instagram/LinkedIn. Webchat is also a feature and Twitter listening messages can be picked up.
Operational and billing issues come through to my team and here we can triage then case manage if needed.

Pros and Cons

Great UI
Various options
Extensive analytical features

Sometimes it's buggy
Conversations can scroll up when you don't want them to
Pictures sometimes don't show

Return on Investment

Analysis features
Real time data
Publishing features

Likelihood to Renew

It's up to the business and the product owners but I would renew the contract with Khoros Care as it's suits our business and customer needs. The capabilities of the various platforms (Twitter, Facebook, Instagram and LinkedIn) make it a one stop shop for all interactions. The webchat feature is also useful

Scalability

I've not encountered much scalability as our team hasn't really grown but I'm unable to see how it can be scaled. Each user needs a licence which I'm sure will cost the business more money but I think it's worth it. Webchat would be the only real scalable feature of Khoros Care

Implementation Rating

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?

I wasn't involved with the implementation phase

Would you buy Khoros Care again?

Yes

Likelihood to Recommend

Khoros Care is a perfect platform to case manage a customer when a lengthy issue is happening. Conversations can be picked back up or snoozed and they can also be transferred to another colleague if they've been dealing with the case. It's not a call taking platform which some customers would want

Khoros Care is recommended

Modules Used

Overall Satisfaction with Khoros Care