Khoros Care Helped Us Standardise and Integrate our Social Care Process
April 28, 2022

Khoros Care Helped Us Standardise and Integrate our Social Care Process

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Modules Used

  • Response
  • Messaging

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

We use Khoros Care to engage with our social media audience across multiple channels and businesses. These conversations used to be hard to track or assign to the right team and Khoros Care has solved this problem. Now we are able to quickly assign the conversations to the right team, to lable them in order to track volume and sentiment and to handle them in bulk when needed.
  • It allows multiple teams to work together across multiple channels.
  • Tracking conversations and measuring volume and sentiment.
  • Analytics.
  • The legacy Spredfast tool used to have a "translate" functionality that was really useful.
  • Integration with the Khoros Marketing tool for the teams that handle both aspects.
  • We have increased response rate and decreased response time.
  • We are next looking at integrating with Salesforce for a better optimisation of the process.
Based on our history of working together and our satisfaction with the tool.
Khoros Care has been great at scaling every time we've seen an increase in volume or we've had to add new channels or teams to the team.
The implementation process was thorough and we've received a lot of support from the Khoros Care team with multiple training sessions across our teams and businesses.
We chose Khoros Care because we have a history with Khoros and we've been using Khoros Marketing. We hope that the two tools will soon be integrated.
Khoros Care (Formerly Spredfast + Lithium), Khoros Marketing (Formerly Spredfast + Lithium)

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Khoros Care is excellent for big teams that have to work together across multiple channels and businesses. The tool provides great visibility into social media conversations allowing them to be properly handled, routed, labeled and tracked. I am not sure where it wouldn't be appropriate, maybe in a small company with a low volume of conversations.

Using Khoros Care (Formerly Spredfast + Lithium)

35 - Social media and customer support.
1 - I am the person who owns the tool in-house, as a social media lead. So I am in touch with our social media teams and social media customer support team as well as with our Khoros Care account manager.
  • Social care.
  • Conversation monitoring on social media.
  • Lead generation.
  • Track spikes in conversations and explain to our leadership.
  • Based on those spikes we were able to take decisions that impacted our calendar on social and newsroom.
  • We are looking forward to the Salesforce integration.
  • We might be able to better track leads coming through social media conversations.
  • We are also looking at further automating the process so we can take this completely off our social media experts' plates.