Amazing tool!
April 25, 2022

Amazing tool!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • Response
  • Messaging

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

We use Khoros Care as a community management solution to respond to and keep track of posts made by members. With Care, we are able to track users' sentiments, tag each post and comment using multiple different categories, quickly organize and address all questions received and also use the Analytics tool for our reporting process at the end of the month.

Pros

  • Powerful analytics
  • SLA and priority monitoring
  • Automatic tagging
  • Help us quickly identify opportunities to create a better customer experience.

Cons

  • Bulk option aspects work well but could use improvement for all incoming posts vs only conversations
  • More options to customize the default templates for the smart views in analytics or the pre-made ones for work queues and agents
  • Helped us make decisions based on facts and data
  • Ability to route and assign posts has helped the team to increase efficiency
Excellent support and walkthroughs since the beginning of the adoption of the tool.
Highly scalable!
Perfect in every single way. All questions were addressed and when the representative did not have an answer, they ensured to follow up later via email. We had a great experience during the implementation of the tool.
Definitely a lot of differences in reporting. We now have access to much more detailed insights about our community engagement.

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

Using Khoros Care to have an overview of all incoming posts on our community, we are able to closely monitor the comments received and reply in a timely manner, since the system helps us prioritize requests according to their individual nature. For creating new posts and starting new initiatives, Khoros Care is not necessary.

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