I highly recommend Khoros!
August 16, 2017
I highly recommend Khoros!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)
Khoros (SMM) is being used by the marketing team to create and schedule content and our digital customer service team to respond to queries we receive on social media.
Khoros SMM has enabled us to remove manual processes and reporting and monitor social media effectively through the dashboard and implementation of workflows.
Khoros SMM has enabled us to remove manual processes and reporting and monitor social media effectively through the dashboard and implementation of workflows.
- Monitor incoming posts in a centralised dashboard and automatic workflows.
- The analytics dashboard enables you to see all the important data at a glance and export the reports you need.
- The listening functionality through Twitter firehose enables us to effectively monitor our target keywords and action them.
- Publishing through Reach enables you to schedule in dayparts with the system choosing the best time to post your content when most people are online.
- Automatic sentiment and tagging on each post to enable effective reporting.
- Comprehensive audit trail.
- There is nothing that I have come across at this stage that needs room for improvement.
When evaluating other social media platforms, we found that Khoros had the most functionality for all the things we wanted to achieve: monitoring, publishing, reporting.
Khoros was in the middle price range and, in our evaluation, provided the best range of features.
Khoros was in the middle price range and, in our evaluation, provided the best range of features.
Khoros' functionality to prioritize the queue has helped the customer service team by enabling them to action the most important posts first, rather than getting caught up in the backlog.
Having the option to categorize posts with tags also helps us to direct posts to the right queues to be actioned by the right person the first time, which has saved us time in responding.
Having the option to categorize posts with tags also helps us to direct posts to the right queues to be actioned by the right person the first time, which has saved us time in responding.
Fewer than 100 per week
Khoros has enabled us to track exactly how long each agent is taking to respond to a post. Previously we did not have this data available to us (or we had to manually calculate it). Now we can confidently set our KPI to respond within 30 minutes and track our staff performance accordingly.