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An effective solution for community management and social reporting
Updated November 24, 2022

An effective solution for community management and social reporting

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

Modules Used

  • Response
  • Messaging

Overall Satisfaction with Khoros Care

We use Khoros Care to respond to customer contact (queries, complaints and commentary) across multiple Social Media channels. Khoros Care is our singular solution for Social Media response and solves for managing brand profile, delivering customer service, and driving brand sentiment/love.
  • Reporting functionality for agent performance.
  • Responses capability including suggested responses.
  • Easy use of tagging.
  • Integration of emojis.
  • Refinement of suggested responses (more machine learning).
  • Sample widgets to allow preview before selecting options.
  • Clear all tags (on a single conversation) option would help.
  • Queues, routing and suggested responses used to reduce first response times.
  • Analytics and dashboard capabilities used to monitor and improve agent utilisation.
This isn't my decision and not my budget but if it were my decision, I'd lean heavily towards renewal, albeit with the caveat that I would need to understand how competitive the price is, and retain assurances around support from Khoros (which has been very good to date).
When we needed to rapidly expand our user groups to react to huge volume increases due to Covid, Khoros Care made it easy to onboard new users, manage their access and rights effectively, and create new queues and workstreams.
I can't really answer this question effectively as I wasn't working with Social Media during implementation.
I haven't used other platforms similar to Khoros Care.

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?

I wasn't involved with the implementation phase

Would you buy Khoros Care again?

Yes

Khoros Care is particularly suited to dealing with hot topic or crisis moments - this is because it enables new tags (including keyword and author rules) to be set up very easily and prioritised accordingly. This is supported further with suggested response functionality which allows community managers / agents to respond effectively to potentially high volumes of posts.

Using Khoros Care

Customer Service & Support Digital Media Product (Commercial) Partner orgs
Limited in-house support required as the platform and developments are baked into our agreement
  • Community Management
  • Trend Analysis
  • Customer Service & Support
  • Suggested Responses
  • Crisis Management
  • Review sites
  • Expansion into new channels
  • Integration of live chat potentially

Evaluating Khoros Care and Competitors

  • Prior Experience with the Product
Not ultimately my decision but the community management teams and response teams rate the usability of the platform and the existing relationship with Khoros and their understanding of our organisation and ways of working enables us to work productively together
Not my process or decision, so no comment

Khoros Care Support

Support by and large is good, although on a couple of occasions we've had to escalate support requests through our account/success contacts due to unresponsiveness from the dedicated support team(s). I sense this is improving though following feedback we provided, and this willingness to learn and improve is appreciated
ProsCons
Good followup
Problems get solved
Support understands my problem
Quick Initial Response
Escalation required
Difficult to get immediate help
Not known
Yes - It varies - bugs are thankfully rare and often resolved within a couple of days, although on 1/2 occasions this has taken longer to resolve, though I do understand that sometimes the issues are with channels/platforms like Meta or Twitter, and are outside of Khoros' control
Yes, when we were working to get suggested responses up and running, the assistance and commitment from both the support team @ Khoros and our account/success managers was excellent