Quality Product and solid value in the social media support space
April 30, 2022

Quality Product and solid value in the social media support space

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

Modules Used

  • Response

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

We primarily use Khoros Care to support customer concerns/issues. This allows the company to support customers beyond the traditional communications channels of phone and chat. We currently have a team of approximately 50 agents that are able to support our customers needs through social media including listening volume at a 90% or greater SLA (15 min RT) the majority of the time.

Pros

  • Provide an excellent interface that is very user friendly.
  • Provide analytical data to support/justify our efforts.
  • Provide timely support for any project concerns or questions.

Cons

  • Expand search capability to include customer profile data.
  • More robust analytics around new features.
  • Better analytics to support ever changing business models.
  • Utilized Push functionality to improve team efficiency.
  • User-friendly interface allows team to assist customers efficiently and effectively.
  • Provided the necessary analytics to form an appropriate staffing model.
Currently the best overall product out that will meet our business needs.
We have no concerns with our ability to scale up the business as the needs arise.
Easy to implement due to user-friendly interface and ability to scale.
While Khoros may not be the best in any one category, the overall product from both the interface to the analytics and reporting was the best option overall based on our needs at the time.

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

Khoros Care does an excellent job of providing a user-friendly interface that allows us to support our customer and business needs. Having access to raw analytical data allows us to expand on reporting that support our team. That said, there is room for improvement with regards to some of the interface functionality including search as well as predefined analytical reports and widgets.

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