Item: Khoros Service
Rating: 8
Author: Verified User

Overall Satisfaction with Khoros Care

Use Cases and Deployment Scope

Khoros Care is being used for all of our community management across the whole organization. This includes any brand under our Enterprise umbrella, which is 5+ brands. Care addresses the below business problems:

Aggregating all of our comments and messages into one place.
Consistency of brand messaging and tone as one team manages the comments through Khoros Care.
Ability to escalate comments using various queues via email notifications.
Overall sight into all community management work being done across all of our channels.
Fantastic reporting to help us make business staffing decisions and watching for trends across our comments.

Pros and Cons

Pros

Capabilities- a partner with all of the major social networks which provide easy and seamless access.
Labels- custom labels which help us track trends and issues being discussed on our channels.
Reporting- volume, SLA time, highest volume by time and day, trending labels- almost anything we could need!

Cons

Support- their support team is not very knowledgeable and is slow to fix an issue.
Updating clients about platform outages.
Informing clients about changes in the platform and how it benefits us in the future.

Return on Investment

Reliable SLA time reporting.
Brand Love opportunities provided.
Efficiency for our community management team.

Alternatives Considered

Hootsuite

Wow, Khoros is MUCH better than Hootsuite. I used Hootsuite at a previous company and they over-promised and under-delivered. Hootsuite was not the most user-friendly and was a mess for community management purposes. I wound up signing on for Hootsuite and did not use it how I intended to. Hootsuite reporting does not even compare to Khoros' reporting too.

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?

Yes

Would you buy Khoros Service again?

Yes

Likelihood to Recommend

Khoros is great:

If you are looking to streamline social media community management and not respond natively on the social media platform.
If you are looking for in-depth reporting on your community management team.
If you are looking for a line of sight into how your team is responding to comments and DMs across your channels.

My one hesitation is the Support team- we have random issues pop up often and they can take months to fix.

Khoros Care Support

Support Rating

If you talk to anyone who uses Khoros, they will tell you that since the company merger, their support has tanked. They do not know how to move quickly to get resolutions, and they often tell you it will be fixed in up to 8 weeks. I have had outstanding issues since April of 2019 that were never address and are still affecting our reporting. I even met with the head of the support team at their conference back in September and he also stopped answering my emails when I followed up. It is honestly very disheartening. A prime example of when they had their cyber hack event at the end of January 2020: they did NOT alert their clients to why Khoros was down and we only found out when we could not access the site. It was a very frustrating experience and they were not transparent enough when the incident happened. I know this turned a lot of users to other platforms as the trust was broken.

Khoros Service Customer Support Pros and Cons

Pros	Cons
Knowledgeable team Support cares about my success Quick Initial Response	Slow Resolution Poor followup Not kept informed Escalation required Difficult to get immediate help Need to explain problems multiple times

Premium Support

Yes

We are a financial institution so we need our issues fixed as quickly as possible. We pay for a dedicated support tech who is there to help escalate issues as needed. She does help, but unless I get angry, issues are still not fixed quickly. I have had many instances where I was told the issue would be fixed in 4-8 weeks and never heard anything back.

Bug Resolution

Yes - This is very dependent...most of the issues I escalate are bugs. Some issues are fixed quickly or are a user issue (filter on or off, or something I didn't realize that was quickly pointed out) while others may take up to 8 weeks to fix if it requires coding.

Exceptional Examples of Khoros Service Support

While their support can be slow, their product coaching team is very supportive and always takes the time to help me figure out the best way to create reports for my company's needs. They are not quick to tell me that the platform can't provide the reporting, and spend time to help me figure out a way around their dashboard to create what I am looking for.

Comments

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Khoros Care- Great but support needs improvement

Modules Used