April 25, 2022
Score 7 out of 10
Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)
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.
- Workstream management.
- Data recording.
- Top-level data insight (relies too much on digging into exports).
There are a lot of platforms that offer the same level of functionality for significantly cheaper prices and potentially more input on roadmap/improvement.
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.
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.
Do you think Khoros Care delivers good value for the price?
Are you happy with Khoros Care's feature set?
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?
Would you buy Khoros Care again?
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.