Tell it like it is!
April 27, 2022
Tell it like it is!
Score 8 out of 10
Vetted Review
Verified User
Modules Used
- Response
- Messaging
Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)
I manage the software for all teams across the organization. I manage the backend, train, and guide teams on brand voice and tone in their response. I also support reporting.
- Receiving inbound communications
- Agent reporting
- Response publishing
- Inbound communication routing - Keywords and regex rules only go so far. Routing by priority would be helpful.
- Support - The support team is not always helpful and it often takes more than one phrasing of the question before they understand the ask.
- Sales Team - When support is requested in annual reviews we are met with up-sell pitches rather than help.
- Account management - We love our account manager, and he is helpful in escalating support issues but would love for more strategy support from him.
- We would never to able to touch the customers we do without the software!
Khoros does the best job at the social response. Brandwatch does not compare in that category. Sprout also does a great job but does not offer the ability to close communications at scale and in turn cannot scale with us. Thought it may do a better job at reporting.
Do you think Khoros Care delivers good value for the price?
Yes
Are you happy with Khoros Care's feature set?
Yes
Did Khoros Care live up to sales and marketing promises?
Yes
Did implementation of Khoros Care go as expected?
Yes
Would you buy Khoros Care again?
Yes