Perfect Social Engagement Tool For Teams Of Any Size.
April 26, 2022

Perfect Social Engagement Tool For Teams Of Any Size.

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

Modules Used

  • Response
  • Messaging

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

Our team use Khoros to engage with consumers across 15 brands with significant followings. It is the main platform we use and it has allowed us to efficiently manage team workloads and significantly improve consumer wait times. It also allows us to provide analysis for marketing campaigns by pulling keyword reports. We have recently launched a large promotional campaign that has its own hashtag and Khoros allowed us to deep dive into team and campaign performance.
  • Multiple source threads to manage brands at every level
  • As good as the analysis is, it would be useful to see more detail and to allow for a bespoke breakdown.
  • Agent view is specified as the best tool to use as it gives greater insights into team performance but manage view is much easier to use. As we want our team to be comfortable using the platform, it would great to have Manage View as the default response tool.
  • Agent View can be very confusing and could be simplified.
  • Analysis could be clearer when trying to personalise reports.
  • We used the analytics tool to provide essential feedback to the marketing team which allowed them to optimise their campaigns to improve performance and ROI.
Khoros is a great platform that has been instrumental in how our CR team have performed.
We can easily add new team members and as we have set it up to work as efficiently as possible with our team we can then teach this to new starters.
We were trained and supported from the very start with multiple weekly training sessions which allowed us to feel confident as soon as were given access.

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If the main function of your team is consumer relations then Khoros Care is a perfect tool to use as you can filter down channels into each brand and then by each source. If you want to use Khoros as a social listening tool then there are better options out there.