Item: Khoros Care
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use Khoros Care to handle multiple social channels from one platform. It helps us get to our customers on YouTube, Facebook, Twitter, and Instagram very easily. It also integrates with our Community Boards so it simplifies our daily routines. It also helps us track trends by allowing us to tag cases and sentiments from our customers. The case assigning tool helps us distribute the load between our agents. It also features an internal note tool that helps keep track of the thought process behind a conversation.

Pros and Cons

Simplifies Social Response with Smart Views that you can customize.
Allows you to create tags that you can use to track situations.
Easily helps with collaboration with a case assigning tool and internal notes.

They recently updated the response tool and it no longer auto saves drafts
A Dark mode would be great as the UI is pretty much all white and it can cause eye squinting at times.
Sometimes one can easily claim cases by scrolling on the queue so a claim confirmation would be great too.

Return on Investment

I do not manage budget or investment data so I am unable to answer this question.

Likelihood to Renew

Khoros has given us steadiness and stability when working on responding to our customers. Our SLAs have improved significantly and our customers say they are happy with the support they receive from us. We will continue using Khoros as they keep updating the platform and helping us succeed in our core functions.

Scalability

the Khoros team has worked with us to implement integrations and has also developed tools for us to use. They have the ability to tailor the platform to your needs.

Implementation Rating

Up to this point, we are happy with the way Khoros has helped our team and how they continue to improve the tools we use every day. We are thankful for the help their development team has supported us.

Alternatives Considered

This is a new role in our company so Khoros was the first tool we actually used. We have evaluated Sprinklr and Sprout and we decided to go with Khoros as they offered the most friendly onboarding experience.

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?

Yes

Did implementation of Khoros Care go as expected?

Yes

Would you buy Khoros Care again?

Yes

Likelihood to Recommend

Khoros is a great tool for any company looking to work on multiple social media platforms in a professional way. It features many tools to help you and your team get time back by simplifying conversation grouping auto-applying tags based on keywords you create and analyzing for the sentiment in a conversation.

Key Differentiators

Integration with Other Systems

Products Replaced

Not Sure

A simple and user friendly platform for all your Social response needs.

Modules Used

Overall Satisfaction with Khoros Care