Khoros cares about the customer's experience
March 18, 2022

Khoros cares about the customer's experience

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Modules Used

  • Response
  • Messaging

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

Multiple team members use Khoros Care daily to help respond to and escalate customer care issues, monitor trends, and determine the overall brand sentiment on social platforms. We are able to track from entry to resolution on our customer care side and have been able to determine any potential problem areas early on thanks to the detailed tagging in this platform.

Pros

  • Automatic prioritization
  • Auto tagging for issues
  • Our account managers are always very helpful in providing insights and best practices

Cons

  • I would like to be able to see deleted comments/tweets so we can look into the issues.
  • I would like to be able to better customize dashboards for our exact metrics. Some things previously available in Spredfast are no longer available in Care.
  • The prioritization feature has allowed us to deescalate customer care issues more quickly
  • The analytics dashboard has helped with onboarding and allowing agents to see very clearly where they stand in performance
We have found the platform to be very user-friendly. Also, our agents have been performing very well. The length of training is reasonable and we do not have any issues with unnecessary complications that occur on some social media platforms. Additionally, our account managers are always very helpful and provide us with recommendations that fit our current plan, versus always trying to make the next upsell, which is very greatly appreciated.
We have seamlessly gone from about 4-5 active users on this platform to about 12-14, without issue. I like that we are able to assign conversations to specific agents and the training needed to perform successfully is minimal. The resources in Atlas and through the account managers have helped us ensure our agents are ready to go very shortly (and successfully) after starting in their roles.
Implementation involves a lot of thought and consideration as you are making business decisions that impact how every incoming conversation is handled. It does take some time and effort, but our Khoros team was incredibly helpful as they walked us through all the possible scenarios and why we may prefer one setup time over another. The involvement from any other teams on our side (for example, IT) was minimal.
We previously used a competitor and found that the customer care escalations with Khoros were more intuitive with more robust reporting capabilities. Additionally, Khoros made more sense from a cost perspective for what it is able to accomplish, versus some of its major competitors. The workflow build was much more appropriate for our business as well.
Yext, Khoros Marketing (Formerly Spredfast + Lithium)

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 is great for quick responses on Facebook, Twitter, and Instagram, which are our three most used platforms. Based on what I have seen, it would be better to have a more in-depth review module that allows for better response capability. Right now, it seems that Khoros Care only allows us a bird's eye view of sentiment and issues, versus handling all responses across various review platforms.

Comments

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