Khoros Care is the best choice for customer-centric enterprises.
March 16, 2022

Khoros Care is the best choice for customer-centric enterprises.

Mercia Mnisi | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller

Modules Used

  • Response

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

Khoros Care has enabled us to empower our enterprise clients to be amongst the best in the digital care space. The ease of use and powerful analytics capabilities allow businesses to be proactive in managing potential crises and manage customer queries efficiently by ensuring that queries are automatically routed to the correct teams and prioritized accordingly. Furthermore, Khoros Care has customer satisfaction surveys included to ensure that you can collect feedback on the service received by your customers. The agent performance reports also allow you to spot nuances quickly and manage any SLA deviation proactively. Khoros Care is the best digital Care platform for enterprises that are customer-centric and transforming digitally.

Pros

  • SLA monitoring.
  • Agent performance management.
  • Customizable Analytics dashboards.
  • Agent Work queue routing.
  • CSAT/NPS surveys.
  • Automatic tagging.

Cons

  • Agent scheduling capabilities.
  • Flagging repeat requests and management thereof.
  • query type analytics/reporting- only in raw exports.
  • Less overheads due to automated features in the tool.
  • Stopped using external survey tools and used care CSAT surveys, this resulted in cost-cutting.
  • Saving time by responding to customers quicker.
  • Ability to manage different channels in one platform and unified reporting.
It is honestly the best digital customer care tool I have used so far. Others do not have the enhanced features and capabilities.
This tool can be used by a team of 5 to 1000's and it is easy to configure teams and separate/manage workflows accordingly.
Implementation was ok, just need to have more automated onboarding journeys/guides. Using a manual workbook/spreadsheet is outdated.
Much more basic features compared to Care and limited scalability and UI of multiple streams is quite overwhelming compared to Care's one-column view.

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?

I wasn't involved with the selection/purchase process

Did implementation of Khoros Service go as expected?

Yes

Would you buy Khoros Service again?

Yes

Well suited for high-paced environments where automation is required to drive efficiency. Less appropriate for low customer volume scenarios.

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