Always moving at the speed of customers
April 26, 2022

Always moving at the speed of customers

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

Modules Used

  • Response
  • Messaging

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

We use Khoros Care to reply to customers on our social media platforms. The business problems are mainly two: 1. Reply fast and accordingly to our guidelines and 2. Produce customer data. Khoros allows us to reply to all our social media channels in only one platform. This gives an only way street to reply to our customers, privately or publicly which allows more easy management of our teams and also produces data that can give us insights to make better future marketing and commercial decisions for better customer satisfaction.

Pros

  • Dashboards.
  • Source integration.
  • Customization.

Cons

  • Ticket categorization.
  • Automatic replies.
  • SLA
  • NPS
Overall due to the excellent customer service/assistance (not only commercially but technic as well) 24/7. We feel supported in every step of the way and I think its the best asset Khoros provides at least from our part.
I believe there's still space to improve on this topic. But it's a work in progress.
The implementation was and has been according to planned so for the moment there's no key insights to share at the moment.
This is the first and only experience I had with Community management and so at the moment my experience has been good although I believe there's still a lot to improve to provide us customers with more customization options and more freedom to display the content we need and want. We understand that a lot of times it's a matter of investment to provide the service we wish but I feel there's a difference between this solution and Khoros Care that could be a bit more similar.
Brandwatch, Adobe Analytics, Meta for Business (formerly Facebook for Business)

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

Yes

Are you happy with Khoros Service's feature set?

Yes

Did Khoros Service live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Khoros Service go as expected?

I wasn't involved with the implementation phase

Would you buy Khoros Service again?

Yes

The Khoros platform is good for a day-to-day workflow, meaning that it always provides solutions for every type of customer contact, and is flexible enough for us to customize it to better adapt ourselves to these contacts. That being said is still a bit "stiff" in terms of high-volume incoming contacts meaning that lacks a bit more (quality) automation for us to handle high amounts of contacts in a small timeframe.

Comments

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