Khoros Care - Great for Care!
March 02, 2021

Khoros Care - Great for Care!

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

Modules Used

  • Response
  • Messaging

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

Currently, Khoros Care is being utilized by our Customer Care department, and at times is also utilized by our Marketing department for responses as well. This addresses our communication with customers across a wide variety of digital platforms: Facebook, Twitter, Texting, Apple Business Chat, Google Chat, our local website chat, YouTube, Instagram, LinkedIn, Google Reviews, Google App Reviews, and more that I know I am forgetting. It really allows us to GO TO our customers and the digital community they prefer to be in, rather than expecting them to come to us.
  • Multi Platform Integration - It is fantastic to be available to our customers throughout the digital world.
  • Representative Workflow - The platform allows for a customizable workflow that you can utilize to meet your demand, while not overloading your employees.
  • Customer profile - The tool allows you to build a profile for each customer. As long as you identify a primary account to each contact, you can build a comprehensive profile which includes contact history and linking to multiple digital channels.
  • Support - Sometimes items can be seen as "minor nuisances" and not handled in a timely fashion. However, those "minor nuisances" often cause disruptions in workflow and slow down our internal company efficiency.
  • Routing - Utilized Tags to flow interactions to properly trained agents with relative effectiveness; the effectiveness will only get better with some future AI/Bot integration.
  • Customer Satisfaction - utilizing an easy to use C-Sat platform which directly links each interaction is convenient, and allows us to coach to specific interactions where we could have improved the customers satisfaction.
The tool itself is great, and as it has grown and developed, our company has grown right along with it in how we engage with our customers. I only didn't give a 10 because, at times, support can be slow, and issues that are not large outages take time to resolve, which causes frustration internally for our agents and users.
I gave this rating because it does just that - it scales volume, channels and has allowed us to grow right along with it easily. When you look at future products, there's no sign of stopping the scalability either. They are looking to grow their platform, making it easy for your company to do the same.
The implementation of this product was relatively easy. After initial implementation, the part that was a bit more difficult was building out the tags for easy routing and workflow. However, our partnership with Khoros Care helped us every step of the way, including directing us in how to set these up, reviewing them for potential deficiencies, and creating ones that we hadn't yet thought of. Now that we are post initial implementation, the harder thing for us internally will be determining internal metrics to measure which indicate success; Khoros is also assisting us with this.
We previously used Hootsuite. Hootsuite was very clunky for Customer Service, and oftentimes it would end up that agents would accidentally step over each other, send out multiple responses, or struggle to identify posts to work. Hootsuite was more intended for marketing and struggled at times with response. However, Khoros Care is a good balance of both, and also has tools specific to marketing versus customer service. Additionally, Khoros now has far more platforms than we previously had in Hootsuite.
Microsoft 365 (formerly Office 365), Grammarly, Cisco Webex Meetings
Khoros Care is great for engaging customers, getting a clear picture of their profile and overall history, and integrating a large variety of platforms to maximize your accessibility. For both Care and Marketing, this is a top-notch platform that allows you to have almost everything in one place, and for those used to a more standard call center style format with their representatives, the workflow is fantastic. I would highly recommend this program to anyone that utilizes customer service and marketing, which is pretty much everyone. While not as useful to smaller companies simply due to not needing to manage such a large amount of interactions, it is still something I would certainly recommend moving to as you grow your digital footprint.