Efficient and Scalable Customer Support
September 05, 2024

Efficient and Scalable Customer Support

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

Modules Used

  • Messaging

Overall Satisfaction with Khoros Service

In my organization we use Khoros Service to manage customer support. It is useful because it centralize all the interactions in one platform across social media, email, and chat. Moreover with the AI automation and the CRM integration we manage queries faster and more effectively. The collaboration and analytics tools platforms help us to enhance the communication among team to monitor the performance and to ensure a personalized service.

Pros

  • Automatic response to customer questions
  • Dashboards in real time
  • Unified inbox from different channels

Cons

  • Not so intuitive navigation sometimes
  • Export of data to other platforms
  • Mobile app not so elastic as the computer one
  • Analytic tools to help identify training needs and performance gaps
  • Real-time dashboards to monitor and respond to trends
  • Use of AI automation reduces average response times
Khoros Service has greatly improved our customer support by making it more efficient and providing useful analytics. It handles complex interactions well and has speeded up our customer satisfaction. Although there are a few areas that could be better, like the user interface and integration options, the benefits we get from the platform make it worth continuing.
Khoros Service effectively scales with increasing team size, ticket volume, and channels, handling large volumes and complex workflows efficiently. Its automation and integration capabilities support growth well. However, as the system scales, some users may experience increased complexity and performance challenges. While it generally meets scaling needs, minor adjustments could further enhance its scalability.
The implementation process was not so easy and requires significant time and resources to configure workflows and integrations. Maybe more guided setup instructions would have eased this phase
The platform customization options are extensive but need a bit of setup time. Training with more hands-on session could be a nice to have.
As I know Khoros Service was chosen for its strong omnichannel support, advanced automation and detailed analytics capabilities.

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?

Yes

Would you buy Khoros Service again?

Yes

Khoros Service is a good tool for big organizations that manage a high volume of customer inquiries across multiple digital channels and that require a robust automation and detailed analytics.The tool is good in complex support environments with different teams. I think that it is less appropriate for small teams needing basic support without complex integrations or automation.

Comments

More Reviews of Khoros Service

  1. Home
  2. Social Media Customer Service Software
  3. Khoros Service Reviews
  4. User Review of Khoros Service