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Khoros - Chat and SMS
December 04, 2023

Khoros - Chat and SMS

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Modules Used

  • Messaging
  • Chat and working on SMS

Overall Satisfaction with Khoros Care

We currently use it for our chat feature via our company website to get Tech Support on products we sell with support 7 days a week. As well as reporting features for our leadership team.
  • Chat feature
  • Agent Dashboard
  • Supervisor features
  • Default reporting
  • Integrations with other vendors needs to be easier
  • Better documentation for administrators
  • Better Tech Support via chat
  • Dashboards help understand where we may be lacking
  • Routing efficiency has been great
The decision is mainly based on pricing and if we are actually increasing our productivity and making sure the reporting is accurately reflecting where we excel and where we need to improve.
We have the ability to receive multiple channels of the business and utilize agents in 1 platform and getting reporting for both SMS and Chat. Adding agents is easy and creating dashboards.
The chat seemed fairly easy but again when working on the SMS portion, it is important to clearly understand how it needs to be implemented when trying to merge with a current telephony platform and not so complicated that we need to involve developers to work the API's

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

Not sure

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?

Yes

Would you buy Khoros Care again?

Yes

The chat feature seems to be pretty stable for our company and currently trying to implement SMS with our current telephony system and the documentation is very confusing if you haven't used API's and custom integrations with the systems. Creating an account in Twilio and the charges that come with that as well as the cost of actually using Khoros is a bit frustrating as well when under tight timelines.