Why I believe Khoros will take over the world.
August 16, 2017
Why I believe Khoros will take over the world.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)
Khoros Social Media Management is currently being used by our social team. This consists of upwards of 20 people active each day. It fills the business gap in responding to our customers active on multiple platforms, actively and efficiently through one tool.
- Keeps track of customers active in multiple platforms, through one repository. Easily able to identify conversations, wherever they choose to post.
- Easily switches between public and private areas in Twitter and Facebook.
- Allows easy management of multiple teams and agents, regardless of location.
- Current integration with LinkedIn and Youtube is relatively limited. It will be great to see this improved.
- After being named one of Facebook Messenger's development partners, the ability to identify CSAT easily through Khoros is eagerly anticipated.
- Ongoing training for agents and supervisors would be welcome, to gain insights on how to best use the tool.
I have had the most experience with Radian6 from Salesforce, where conversations are easily managed. However, the abilities and capacities that Khoros has far exceed that offer. Particularly notable is the author profile, where you can add specific account-related information for each customer, easy to keep track away from the social platform you are responding in.
The auto-tagging functionality and work queue sorting is the most useful. In the type of industry we operate in, there are many conversations that happen in the public and political spotlight. We need to ensure that these are seen quickly, separate from other important conversations that will come through from customers directly. Through tagging rules, we are able to differentiate the type of conversation and to send it to the right team. This cuts down response time in a major way.
1,000 to 5,000 per week
We have set up a number of dashboards for internal purposes, to keep an eye on any conversations that are not being attended to in a quick fashion. We are able to highlight great agent performance, and track any developments through time intelligence. It has been great to see where conversations are coming from, based on source.