Khoros Care: The digital engagement tool to rule them all
March 18, 2022

Khoros Care: The digital engagement tool to rule them all

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

Modules Used

  • Response

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

We use Khoros for our global social engagement strategy. All of our digital channels except for the live chat go through Khoros Care. That means anything from public customer engagement on social media to asynchronous customer service through various channels, as well as community moderation. Khoros Care helped us centralize digital engagement by reducing friction and streamlining processes.
  • Channel agnostic, efficient workflow
  • Powerful analytics
  • User-friendly administration and use
  • Great UI/UX design
  • More options to customize the default templates for the smart views in analytics or the pre-made one for work queues and agents
  • Automated and customized exports from analytics without the need to use APIs
  • More granular priorities or prioritization methods (like a point system)
  • More metrics to prioritize conversations with, like answer speed of the author, time waited since last answer, custom attributes, etc.
  • Increased efficiency
  • Better business intelligence
  • Ease of use means more agility in a rapidly evolving digital engagement landscape
  • Suited for small or large businesses
  • Less IT-dependent
  • Better monitoring
These past years have shown a commitment from Khoros, continuing to innovate and bring new, necessary features to their tool. They are also great partners who go out of their way to help.
We experienced it first hand. When we started with Lithium a few years back we had a very small team handling a handful of channels. Since then we grew considerably, both in staff and channels handled. This tool is perfectly designed for scalability but also contributes to easier change management since new channels easily integrate with the existing flows and settings. There are also a lot of settings that help with scalability and cater to the needs of either small, medium, or large teams.
The Khoros team has always been on point for various integration projects. It's important to note, however, a lot of features can be easily implemented without the Khoros team. The only reason I cannot score it higher than a 7 is that some more advanced features, especially in analytics, require you to use their APIs. The APIs are well set up but it could end up being challenging if you have limited expertise or other restrictions with APIs.
  • Hootsuite, Clearview, Genesys Cloud CX (formerly Genesys Cloud) and Genesys Multicloud CX (formerly Genesys Engage)
It would be too long to list every pro and con. However, Khoros Care is built for asynchronous digital engagement and it shows throughout most of its features. It performs better, the agent workflow is better, and the reporting and analytics are better. On top of that, it requires a lot less people dedicated to administering the tool. This tool is way more agile, to the point where some changes in Khoros Care can be done in a few clicks. Whereas, for other tools, it took us hours if not days of work to do something similar.

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In my opinion, having worked with a few different engagement software and being presented demos for even more Khoros Care is the most comprehensive, user-friendly, feature-packed, and well-designed tool for companies looking to handle multiple channels and their caveats with as little friction as possible.