Item: Khoros Care
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We use it for replying to customer queries via social media platforms such as Facebook and Twitter as well webchat. We also use it to publish content on social media platforms Twitter, Facebook and Instagram. Aims to reduce contact into traditional contact channels such as phone, email as well as educate customers/audience and promote self-service.

Pros and Cons

Workstream management.
Data recording.

Top-level data insight (relies too much on digging into exports).
User-friendliness.

Return on Investment

Increased CSAT.
Customer perception and education.

Likelihood to Renew

There are a lot of platforms that offer the same level of functionality for significantly cheaper prices and potentially more input on roadmap/improvement.

Scalability

Khoros care is good and scaling up volume as we have used it starting with just two social media platforms and now with 3 + sitewide webchat which was very simple to set up routing, teams and workstreams.

Implementation Rating

Easy to implement Khoros and switch from our previous provider as this was conversation-based chatting rather than each message which made working through our workload easier.

Alternatives Considered

Hootsuite

Key Insights

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

Not sure

Are you happy with Khoros Care's feature set?

Yes

Did Khoros Care live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Khoros Care go as expected?

Yes

Would you buy Khoros Care again?

Likelihood to Recommend

Khoros is well suited to large-scale customer communications as it's able to handle volume well. Routing can be set up to some success but I think there should be more options to use ML/AI or bots to make routing or non-value work automated as part of the whole package rather than being modular.

Review

Modules Used

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)