Khoros Care helped improve efficiencies, time to resolution, and relieve agent stresses/pain-points
April 08, 2020
Khoros Care helped improve efficiencies, time to resolution, and relieve agent stresses/pain-points
Score 9 out of 10
Vetted Review
Verified User
Modules Used
- Response
- Intelligence
Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)
We use both Khoros Care and Intelligence for our social engagement and analytic needs. Care has been very beneficial in improving efficiency in responding to guests and staying organized among various teams that work together to respond to consumers.
- Salesforce integration (though, be aware that there can be bumps in this process when your SF platform is highly customized or you are not updated SF Lightning).
- Organization for various teams to be involved in the response process/work side by side.
- Workflow for agents is quick, easy and efficient.
- Our SF integration has been bumpy to set up.
- We have experienced some small short term/periodic issues with mass closing functions not working intermittently.
- The queue prioritization rules have helped us address high priority issues quicker.
- Overall response time for social engagements have decreased.
- Routing consumer replies back to the top of agent queues improves user satisfaction and shows decreased time to resolution.
Khoros Care showed more efficiencies in agent work flow, as well as more abilities to customize your platform yourself and make changes to your workflow/set up as a user.