AGL Energy's perspective - Khoros
August 16, 2017
AGL Energy's perspective - Khoros
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)
Khoros SMM has been extremely helpful for our business. It is currently deployed to assist our organization with social media support for customers - we have approximately 50 agents active across three time zones, enabling us to manage a truly distributed workforce at scale. Our business has been able to more closely monitor the quality and timeliness of responses in social media channels since Khoros SMM's implementation.
- Scaled social media support - SMM is best practice in managing a large number of agents simultaneously in a distributed fashion.
- Ease of use for users - a user-friendly and simple interface ensures agents require minimal training.
- Customer experience - customers have an increased level of satisfaction as a result of the implementation of SMM.
- When raising bugs with the Khoros support team it can often take a long time for the issue to be resolved.
Hootsuite, Sprout social were two tools we had used previously - they were certainly manageable for smaller-scale social media support, however, were largely no-frills and did not offer the level of depth in integrations and analytics that Khoros did. Workflow was also not up to scratch from an enterprise perspective.
We have found machine learning to be quite basic at best, however it is mostly in-line with other industry products. If Khoros leaped ahead of competitors in this area it would be an even more compelling product.
100 to 500 per week
It has enabled us to firmly showcase our capabilities in this area as being as advanced - if not more so - than the rest of the business' digital capabilities. In particular, our executive team have taken more notice as we were able to provide more in-depth and easy to understand reporting to them.