Must-Have if you have Khoros Communities
November 02, 2021

Must-Have if you have Khoros Communities

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

Modules Used

  • Response

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

Khoros Care is used by our social media team (a part of our customer service department) to address customer support issues as they come in via our support community, Facebook, and Twitter. Khoros Care helps us efficiently assist customers across social media from one platform. It also helps agents track their cases.
  • Manages and pulls in posts from communities, Facebook, and Twitter so we can address them in one place as opposed to logging into each site natively.
  • Khoros Care has great analytics. I like the customizable dashboards; we use them for weekly reports to upper management.
  • Khoros Care helps our social media manager manage and monitor our teams.
  • Not sure if it's because of our SSO, but it's annoying to have to log into our community again when I click on a community username within Khoros Care. I'd like to go straight to their community profile without this extra step.
  • We don't use the TKB, so it would be nice if we could remove that as an option in the right panel. I always have to click on the Templates tab because by default "KB" is shown. I'd rather have Templates showing instead.
  • Khoros Care's analytics are great, we use them weekly to report customer engagement and sentiment across our social media and community to upper management. They have customizable dashboards that give us the data we need, and can be created quickly if some other info is needed.
  • The queuing feature helps our agents pick up conversations and prevents any overlap. We also have it set up so that if someone has left for the day or PTO, and they have a pending conversation, it goes back to the queue so it can be handled in a timely manner.
As someone who works in the community daily, Khoros Care is necessary for me to address incoming community posts. It would be too cumbersome to check the native community for new posts and try to track all the ones I'm handling.
When we started, it was just a team of two handling the community and social. Then we grew to 7 to handle more of the posts after hours and improve coverage. As our company expanded to other countries, our social team has also grown to include a Mexico team.
I don't recall any hiccups during implementation. It's a pretty simple platform to get started on and the Khoros team helped us get acclimated.

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Khoros Care is great for managing and pulling in customer posts from the community, Facebook, and Twitter. Saves us a lot of time and effort by letting us address our customers from multiple social media in an easy interface. It's also great to allow multiple agents to discuss a customer's case using the internal notes and conversation reassignment feature. The snooze feature is a personal godsend; it lets me space out reminders for the many cases I juggle at a time.