Khoros Care - Get more insights into your user discussions
March 18, 2022

Khoros Care - Get more insights into your user discussions

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Modules Used

  • Response
  • Manage
  • Analytics

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

We use Khoros Care to quickly filter out the discussions that are important to us, either the ones containing specific keywords or coming from users with specific ranks. We also try to quickly spot first posters or users who post with negative wording, that way we can react to negative feedback or user frustration in a timely manner.

Pros

  • Ability to analyze discussions from various angles
  • Ability to react quickly to specific situations, for example, first posters
  • Analytics dashboard with a lot of flexibility to define monitored metrics

Cons

  • Tags and keyword definition are quite cumbersome
  • There could be better, tighter integration with Khoros Communities
  • The number of seats is limited compared to Khoros Communities
  • Faster time to first response
  • More recurring users
There are still many areas and features to explore. We need to start making good use of them.
The number of seats is limited, as well as the number of columns on the dashboard too. These limitations don't sound like a way to scale appropriately.
My team member did an awesome job configuring the tool, dashboards, analytics, tags, and keyword. The SSO integration was easy and seamless.
Khoros Care allows you to have the insights you can't get from Khoros Communities. You can define your own filters (tags) and create an analytics dashboard that is always the same, tailored to your needs by displaying the data you find most important.

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

Not sure

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

I think Khoros Care is a powerful tool, but due to weak onboarding, we don't use this tool to its full potential. Khoros Care is not the most intuitive tool, so a good onboarding would be fantastic. Khoros Care is best suited for support teams or other teams that need to take care of various communication channels. For community teams, Khoros Care could serve as an additional analytics and moderation tool.

Comments

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