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Agile and amazing implementation leads to expansion of social media practice
April 28, 2020

Agile and amazing implementation leads to expansion of social media practice

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

Modules Used

  • Response

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

Khoros Care has been essential to expanding our social media practice beyond just outbound messaging and engagement. It allows us to provide service for our product offerings, and provide the help where our customers go (Twitter, Facebook, Instagram, LinkedIn). Since implementing Khoros Care, our organization has seen increase efficiency with all the time this tool saves us, as well as consistency in the response and handling of posts where our attention and follow-up are needed.
  • Response templates: allows for consistent messaging for FAQs.
  • Analytics: both at an individual and team level.
  • Queue and workflow rules: ensures the right items get seen by the right teams.
  • Customization of user status selection in the tool.
  • Facebook API for pulling in an individual mention of the brand (but all tools are restricted with this).
  • Grammar check.
  • Increase in response time and resolving concerns.
  • Increase in team efficiency.
  • Automation of routing of incoming social mentions or messages.
We have a long term contract for a reason, we believe in this tool and its integrated capabilities across our company.
Social media teams can range from small or large teams. But one thing that is consistent is that social media professionals get asked to do a lot. Having a tool that helps your team, no matter the size is very beneficial. It'll grow with you and allow you to further develop your company's social media.
Khoros Care support is very responsive and will either provide you or guide you to the right resources (Atlas).
The ease of use is one of the main reasons we selected this tool. It's not overwhelming for admins or individual users.
The word implementation usually comes with a headache in the technology and software world. However, our Khoros Care implementation was anything but that. To sum our experience up in a few words: Agile and amazing!
Support and communication from Khoros was more consistent.
Khoros Care is perfect for both customer care and efficiently handling brand level engagement replies. I like to think of it as the reactive reply tool for social media, and then associated tools like Khoros Marketing Conversations as the scheduling and proactive tool in the Khoros suite of software.