When It Comes to Social Media Customer Care Khoros Care Is the Best!
Updated July 17, 2023
When It Comes to Social Media Customer Care Khoros Care Is the Best!
Score 10 out of 10
Vetted Review
Verified User
Modules Used
- Response
- Messaging
- Analytics
Overall Satisfaction with Khoros Care
Khoros Care puts all of our companies social media channels in one platform for not only Marketing but Social Customer Care. It has been an incredible help at engaging with our customers across all channels both public and private, which has increased our engagement rates and lowered the amount of time it takes to connect with our customers.
Pros
- Multifunctional platform to engage with customers!
- Lowering average response time to customer questions, concerns, and general comments!
- Awesome analytics to gauge proficiency and find opportunities to improve it!
Cons
- Bulk option aspects work well but could use improvement for all incoming posts vs only conversations
- Exporting options into excels could be increased vs PDF views
- Some messaging types are not yet supported
- In several months we were able to lower average response times from 24 hours to 2 hours!
- We went from having an entire team of people who periodically monitored our social interactions then due to the pandemic a limited team of fewer than six people with the same response time and proficiency.
- This platform also works great to send links to privately message customers who have questions or concerns so we can gather the necessary info we need to further assist while remaining under the same conversation.
- Khoros Marketing (Formerly Spredfast + Lithium)
Khoros Care has awesome "ready to send" reports based on analytic views that you can set up. Whether it's reporting on one brand's ad or comparing it to a prior month or year the analytics are very user-friendly with awesome supportive widgets that allow you to view an incredible amount of information not available to use in prior platforms.
Do you think Khoros Service delivers good value for the price?
Yes
Are you happy with Khoros Service's feature set?
Yes
Did Khoros Service live up to sales and marketing promises?
Yes
Did implementation of Khoros Service go as expected?
Yes
Would you buy Khoros Service again?
Yes
Khoros Care Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
No, I was not aware that there was a premium support to was available for purchase. The normal support portal and representatives that come standard have always done a great job addressing my needs, I would be amazed to see what premium support would be like since the standard is above par.
Yes - Yes, it was resolved relatively quickly and they stayed in constant communication regarding the status of the situation.
There was a time that one of the social platforms was not ingesting comments. We reached out to support and quickly learned that the API of the platform prevented comments posted on ads after a certain amount of time. This was not a Khoros issue, but rather a limitation of the platform's API. It was easy to reach out and we quickly heard back from support which was able to give us more insight into other missed comments as well and was very helpful in devising a backup plan. Khoros support also reached out to their internal teams so we could be informed regarding any releases that platform makes to their API so we'd know when it would be functional in Khoros Care.
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