Item: Khoros Care
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use Khoros Care to manage incoming social media traffic. Our team is split into a private care team and a public social media team. We facilitate sales, accounts, technical and other inquiries about our products and services. Khoros Care allows us to effectively manage all incoming traffic to the right teams and experts. Especially during customer outage periods with high demand and low incoming sentiment

Pros and Cons

Queue Management
Tagging
Secure verification
Reporting

in-platform help and understanding of metrics in reporting.

Return on Investment

Our overall time to customer response is lower

Likelihood to Renew

The platform ticks all our boxes with plenty of room for growth and adoption of new technologies and approaches to care

Scalability

The platform provides good granularity in queues, smart views, manage view, tags, teams, prioritisation etc

Implementation Rating

Worked well with us to accommodate our SSO and Secure Verification requirements

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of Khoros Care go as expected?

Yes

Would you buy Khoros Care again?

Yes

Likelihood to Recommend

Any service-based company with a volatile service offering. Network outages, systems down, etc. Where a large influx of customers can sporadically come to social media for support. Khoros does a particularly good job at facilitating high volumes in numerous ways that can suit any business. Various tools are available to manage and control incoming posts and prioritize accordingly

Well-Rounded & Feature Full Social Care Platform

Modules Used

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)