Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)
The platform is being used at Sprint for Facebook and Twitter. Also, we use it for Sprint Community.
- Agent and Supervisor Reporting
- Account Support
- Monitor Walls and Shared Dashboards - Client Reporting/Analytics
- We continue to provide Khoros with features that we would like to enhance the platform. Most are in the works to be added within a reasonable amount of time.
- We have requested modification to reporting to allow us to track agent level details.
We used another social media platform for two years prior to Khoros. The key differences were reporting and IT support.
The functionality is key. We need to identify the type of postings we get from individuals - whether it is a "thank you" with no action to a complaint with high priority. We tag our posts when submitted through the platform to address all types of issues. We segregate our reps to handle specific issues. If no action is required, we can file these without agent interaction. This enables us to run a more efficient operation.
More than 5,000 per week
1) We utilize agent dashboards by site to allow reps to see how their performance compares to their peers. This allows for healthy competition with the reps. 2) We have daily reporting including actual posts that are sent to our executives. This allows all to see what reps are responding to customers about. 3) Call Center Reporting - provides details of overall call center performance which allows Sprint to manage centers better and provide guidance to improve.