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Khoros Review
August 24, 2017

Khoros Review

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

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

Khoros is being used for community management across several brands within our organization. Our community managers use it to engage with customers, our customer voice team uses the tool to provide valuable insights to a broad range of stakeholders and we also have teams within the organization as well as partners not directly employed by the organization using the tool in the expert capacity. The tool has completely changed the way we manage social as we are able to track customer profiles, tag and report on contacts and have clarity around the level of the service we are providing.
  • The tool is extremely user friendly which has been so important for us. Our community manager roles are relatively high turnover and being able to train both agents and experts quickly and easily is so beneficial.
  • Adding or removing tags is very easy and gives us the flexibility our organization needs to constantly update what we are reporting on.
  • The expert function gives the team the ability to resolve a case in one place, making the process far more efficient.
  • Templates are really easy to add, which is again very important for an organization of our size. Having templates that are easy to search for and add is another function driving efficiencies for us.
  • Given our scale and huge number of tags, the tool can lag at times. This slows the team down.
  • All reports are manual, it would be great to have automated reporting.
  • The time to agent response statistic does not take trading hours into consideration. This makes it much harder for us to report on our service level.
Prior to using Khoros, we were not using a moderating tool.
The automated prioritization has been very beneficial for us, particularly during times of extremely high contact volumes. It is not uncommon for us to have an issue that goes viral and generates thousands of contacts, so being able to ensure high priority issues are responded to in a timely manner during these times is essential.
More than 5,000 per week
We have implemented a number of dashboards, to ensure we are meeting our service level requirements across all brands. We also utilize the snooze function to ensure our organization are closing out all requests within 24 hours, which is part of our service level agreement for our customers. This enables our follow up process, which was not possible prior to Khoros.
Khoros is well suited to our organization, given our requirements. I wouldn't say the tool at this stage is not designed as a reporting tool, therefore, reports can be completed but as mentioned this is a manual process. Also, worth keeping in mind that you may not be able to integrate other systems as this did come up for us when we wanted to integrate our product listing system. However, we don't believe other tools are doing this at this stage either. This is something we have come to expect from a CRM call center tool. Overall, we find Khoros serves all of our most important requirements.