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Great product and service
September 11, 2019

Great product and service

Michelle Buckley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • Response

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

It is being used by one department, primarily to respond to customer inquiries from Facebook and Twitter.
  • Organizing work. We can prioritize inquiries based on a variety of factors, which are easy to change and adjust.
  • The Expert tool has been very helpful both with training new representatives and with unique situations.
  • Agent States provides productivity information for our team.
  • There’s currently no option to triage based on sentiment or keywords. We do use keyword routing, but it’s only effective to route off non-actionable conversations.
  • We want to use the Push Next feature, but it’s not compatible yet with the Irrelevant button we’ve become accustomed to using.
  • This is difficult to measure.
Khoros is much more intuitive and user-friendly.

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?

Yes

Would you buy Khoros Care again?

Yes

It’s a very user-friendly tool for interacting with our customers. Our representatives learn how to use the system quickly. It’s also easy to modify and adjust if we want to test different ways of responding or sorting conversations. Where it’s lacking is in some of the reporting for rep productivity and measuring the impact their responses have.