Khoros Marketing is a Great Solution for Your Social Media Needs
November 18, 2020

Khoros Marketing is a Great Solution for Your Social Media Needs

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

Modules Used

  • Social Marketing
  • Intelligence

Overall Satisfaction with Khoros Marketing (Formerly Spredfast + Lithium)

Our social media and customer service teams use Khoros Marketing to monitor and track our ROI on our owned social media channels to report back to leadership. Our customer service team use it to interact with customers and assist with solving customer issues. Khoros allows the CS team to track conversations and streamline efforts, resulting in faster response time to customer inquiries.
  • Analytics.
  • Social listening (Intelligence).
  • Easy to understand user interface.
  • Connection to paid analytics (specifically Twitter).
  • Custom metrics can't be added to analytic dashboards.
  • Streamlined reporting (saving time).
  • Improved managing our posts across channels.
  • Improved collaboration between U.S. and International teams.
Although I do not work on the customer service team, they have reported to the social media team that Khoros has improved their response time for answering customer inquiries. Khoros has also simplified their process for tracking customer issues, and has also improved their ability to assign certain customer issues to specific members of their team.
Our team utilizes the Inbox feature within Khoros to monitor our feeds, and to make sure customer issues are being addressed. We also use Intelligence to track a certain conversation on social and how our brand is being mentioned within that social trend. We use this information to inform whether or not we pause publishing [of] a campaign on a specific channel to cut down negative mentions/sentiment.

Do you think Khoros Marketing (Formerly Spredfast + Lithium) delivers good value for the price?

Yes

Are you happy with Khoros Marketing (Formerly Spredfast + Lithium)'s feature set?

Yes

Did Khoros Marketing (Formerly Spredfast + Lithium) live up to sales and marketing promises?

Yes

Did implementation of Khoros Marketing (Formerly Spredfast + Lithium) go as expected?

Yes

Would you buy Khoros Marketing (Formerly Spredfast + Lithium) again?

Yes

Whenever I have an issue with publishing or managing users, I am able to reach out to a specific person on the Khoros Marketing team to assist. My issue is usually resolved within a few hours or the next day. If the issue is more complicated, there has never been a problem with getting a Khoros Support Team member on a conference call to share my screen to demonstrate the issue, and they can then help troubleshoot in real time.
Khoros Marketing is very user-friendly and easy to navigate. The calendar visibility is the view I use most so I can see all posts going out on all of our channels. It allows us to time posts in a proper cadence so we don't overlap with other pressing content.
I recommend Khoros Marketing to other colleagues at my company when they are looking to gain access to high-level social media metrics to report back to their teams. Being able to give an "Analytics Only" license to some employees has been helpful to those teams and for the social media team, as it cuts down on the amount of metrics requests. Also giving Intelligence access to appropriate employees has helped teams get better insight to social media as a whole, without having to loop in our team first.

Khoros Marketing (Formerly Spredfast + Lithium) Feature Ratings

Boolean keyword searches
Not Rated
Filtering out noise/spam
Not Rated
Sentiment analysis
6
Broad channel coverage
7
Content planning and scheduling
10
Audience targeting
7
Workflow management
9
Automated routing and prioritization
Not Rated
Customer interaction histories
Not Rated
Bulk actions
Not Rated
Lead generation
2
Content marketing
6
Campaigns and promotions
6
Twitter
7
Facebook
9
LinkedIn
8
Google+
Not Rated
Instagram
9
Pinterest
6
YouTube
6
Campaign success analytics
8
Real-time tracking
8
Competitor analysis
Not Rated
Role-based user permissions & privileges
9
Mobile access
7