Good in theory, rough in practice
December 15, 2023
Good in theory, rough in practice
Score 3 out of 10
Vetted Review
Verified User
Modules Used
- Response
- Messaging
Overall Satisfaction with Khoros Care
I use Khoros Care for comment and private message moderation, responding to users, and categorizing communication via tags/labels. This system also allows us to reference previously closed messages for quality assurance.
- Tagging system - it's possible to add a wide variety of labels and categories
- Search feature - being able to find users by conversation number, username, or keywords makes it easier to navigate old conversations
- Easy system for assigning conversations to other users
- When you claim a conversation, it gets removed from the queue. This is much more visually explicit than Khoros Marketing's queue, for example, where all content remains visible in the queue and a bookmark gets moved around to distinguish the point where other users left off
- Bulk action - it's only possible to apply bulk actions in the "manage" section, it is not available under "agent." In the "manage" section, you still must assign tags to bulk action and then re-select all of the messages to close them, making the process twice as long as it needs to be
- Translation and language - translating messages doesn't always work. For the past three weeks all translations have failed, and it's intermittently stopped working in the past few months. Some much less common languages are not included on the system's language list, making any messages sent in those languages unavailable for translation. Similarly, the system will occasionally fail to recognize a language the user is speaking, but you can easily fix this by adding the language yourself. All of these issues are somewhat annoying, but can be avoided by using an external translation source
- Hit boxes - when adding tags/labels, you must click on the text, even though the entire row (including surrounding white space) is highlighted
- There is no section for "recently used," "common," or "favorite" tags like there is in other content management systems (e.g., Khoros Marketing, Sprinklr, etc.)
- Bulk actions do not work on a conversation where a user has, for example, sent the same message three times in a row - it would only label the last message. Also, because there is a lack of a "recently used tags" section, you need to retype each tag under each message separately, making the system much less efficient than it could be
- The content center (used for selecting pre-approved responses to send to users) does not always load. The widget goes missing or the content center pop-up box will disappear while attempting to load
- Conversations are automatically unassigned when a user signs out of the system, which can be a good and bad thing. It's mostly been a bad thing for our team. Anything assigned to another user for review will be sent back to the queue unless there is an attached response approval request
- Sprinklr Social, Hootsuite, Salesforce Marketing Cloud Social Studio (retiring) and Khoros Marketing
In my opinion, Khoros Marketing is superior to Khoros Care in every way except queue management. Sprinklr, Hootsuite, and Social Studio are all similar products in terms of responding to users, but they are not as flexible with labeling.
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?
I wasn't involved with the implementation phase
Would you buy Khoros Care again?
No