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

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

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.
We have yet to experience any issues that are severe/important enough that would lead us to switch platforms. We have seen lots of agent efficiencies and improvements to our team and workflow since switching to Khoros. We are happy with our purchase decision.
We have yet to require much scaling, but know that with the functions Khoros has in place it would be easy to do so. We are confident in the ability of Khoros to adapt to our needs.
We had a couple of ongoing issues with the mass close function in the manage view that allows us to take bulk actions on multiple posts at once. The resolution was spotty, but the support team was communicative and quick to reach out upon notifying them of the issue.
The ability to auto tag, manually tag, make notes, and "snooze" posts is extremely helpful. The efficiency of the work flow for agents is also a huge plus. It keeps agents moving quickly and prioritizing responses for the cases that need it most.
The only issue we experienced was difficulties/delays with the initial integration with Saleforce.
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.
Large companies with lots of support/care functions on social can benefit from this system greatly. It is highly customizable and scales wonderfully with your team changes and growth.