Khoros in a large complex government organization
August 29, 2017
Khoros in a large complex government organization
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)
[It's being used for] Social media conversation workflow and response. It allows conversations to be manually or automatically routed to different teams based on skill sets/risk. Also, we use the API to plug into corporate reporting, and we use alert functionality based on conversations that are auto-assigned to certain queues (e.g. based on number of followers or Klout score); and volume alerts based on dashboard widgets.
- Alerts - when conversation volumes are reached
- Alerts - when certain keywords used or bios are contacting us
- Conversation tagging to help corporate reporting
- Work queues to assist division of conversation queues to different teams based on skillsets / risk level
- Autocorrect when adding notes in the app
- Twitter quick replies - see https://community.lithium.com/t5/Product-Ideas/Twiter-quick-replies-in-DMs/idc-p/318756#M14207
- 24x7 Telephone / screen share support rather than email support
It has helped us prioritise and queue high-risk conversations e.g conversations from journalists and self-harm threats.
500 to 1,000 per week
We use the intelligence from Khoros to inform our proactive social marketing strategy and also identify trends/customer irritants - e.g. call centre wait times.