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Khoros Care - Efficient and Easy
March 16, 2022

Khoros Care - Efficient and Easy

Kevin Perry | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • Response
  • Messaging

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

Khoros Care helps us ingest many different digital platforms into one, simple to use tool. One of our desires as a business is to meet customers where they are at, and this tool truly allows us to do that. We communicate with hundreds of customers each day across 10 online platforms, with seamless flow for our internal team. You can handle multiple interactions and tickets at once, while still maintaining a high degree of customer satisfaction.
  • Communication
  • Multi-platform ingestion
  • On platform data
  • Support
  • One to many messaging
  • Cross platform data
  • Bot to point to self help/deflect volume
  • Analytics to better align our staff to meet volume
  • Routing to increase efficiency
I don't see any reason why we would not renew. We have had a great overall experience, and other than some support concerns, everything has run smoothly. In addition to the platform, our experience with the bot has been really good. We average between 25-30% of our volume handled by the bot, while still maintaining easy-to-use offramps for customers.
Scalability has been easy. As we have grown and more customers have reached out to our digital platform, Khoros Care has been easy to work with and assess our next steps. Additionally, they are regularly integrating new platforms and tools that grow as our digital presence grows and our customers flow into those platforms.
Implementation at each level has had its difficulties, but some of that is also self induced. We have been early adopters of many products and have chosen to do that. Because of that, we do get some of those initial pain points that other companies who adopt things later may not. Overall, we still are very satisfied.
Out experience with Khoros Care has been leaps and bounds better than what it was with Hootsuite. Hootsuite was designed for and is good as a pure marketing tool, however, when we used Hootsuite it was not good about flowing conversations in a natural manner or allowing for calculating conversations similar to how we do in a contact center. Moving over to Khoros initially was an eye-opening experience - the tool was built to work for many different departments. It provided a similar marketing experience, but an exponentially better support/contact center experience. It also provided better handling metrics which allows us to staff better once the data is ingested.
Tableau CRM (formerly Einstein Analytics)

Do you think Khoros Care delivers good value for the price?

Yes

Are you happy with Khoros Care's feature set?

Yes

Did Khoros Care live up to sales and marketing promises?

Yes

Did implementation of Khoros Care go as expected?

I wasn't involved with the implementation phase

Would you buy Khoros Care again?

Yes

Khoros Care is very well suited for customer service and communications. On a daily basis, we typically handle 400-700 digital interactions between SMS, Google Business Messenger, Apple Business Chat, our local website chat, Twitter, Facebook, YouTube, Google Reviews, Reddit, and more. Most of these we are able to handle and answer within the Khoros Care platform, and the ones we can we at least get the internal message and then simply go off-platform to respond to. Overall, it is seamless and easy to use for me, and my team of roughly 30 people. Additionally, we have integrated Khoros' Bot, which has helped us deflect 25-30% of our daily volume by pointing to self-help resources based on the customer's concern. One thing that Khoros does not currently have/do well is one to many messaging. You can put up a welcome message to intercept incoming customers. However, if you want to follow up with mass outward communication, you can't. So if you would like to follow up with those same customers who reached out, there is no way to send a mass message to those individuals. You need to find other platforms to do that.