Khoros: Strong Player for High Volume Management
August 31, 2017
Khoros: Strong Player for High Volume Management
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)
We utilize Khoros within our Social Media Care team in Guest Services, but the knowledge is distributed throughout the company. We can get very granular with our reporting through Khoros, and due to this, it takes less time to uncover insights and opportunities. We distribute our guest insights to relevant departments on a very regular basis, which helps them make business decisions with the guest in mind. We can also judge the effectiveness of new products or offerings by harnessing the guest's feedback both qualitatively and qualitatively.
- Tagging: We have hundreds of tags we use to generate reporting and develop insights that are distributed company-wide. Many platforms have a limited number of tags available, but Khoros does not and is very strong in this aspect.
- Khoros Community: Khoros utilizes its community feature to provide support for their clients, which is uncommon. If I have platform questions I can check the community, and there's generally some information already there. We can also submit product ideas, which I appreciate because it gives the idea a chance to gain traction within other Khoros clients, and then is more seriously considered by Khoros.
- Site Stability: I have personally been working with AMC Stubs for almost a year and site outages are very rare.
- Support: Khoros boasts strong support and even writes communication hours into their contract, so you can expect responses within a certain time frame. However, we've experienced significant struggles in this aspect. Support requests can extend far past the allotted time frame before we receive answers, and many times we have to go back and forth via email for quite some time when a phone call/screen share would be much more efficient.
- New Hire Training: Khoros has a few training videos available, but they're either very general overviews, or they're more geared towards admins/managers. When I started in this role, we already had a contract with Khoros, but myself and several team members were new to the platform. I tried to have a product specialist take us through the platform for a training, but was told that's not an option and no alternatives were presented. I then had to train my new team members on a platform I barely knew myself.
I've used several other platforms, such as Percolate, Social Studio, Sprout Social, and Spredfast [Khoros]. Khoros is the strongest platform when it comes to social response and tagging (for analytics purposes). However, the in-platform analytics could use some work - you can't layer work queues, categories, and sentiment within one analytics dashboard, for example. You can export data to Excel and work with it there, but only in chunks of time such as 3 months or less, so calculating YTD is tough, but you have to export your data to Excel as they only allow you to view the past 18 months of data. Spredfast [Khoros] is a stronger player when it comes to customer insight - that's a really fun platform to play with.
Conversation prioritization is an effective functionality for our team. Using this feature, we can easily identify which conversations include emergency-level concerns and address those most quickly. The automatic routing is helpful as well, as we can track things like our marketing posts and comments without having to sift through the irrelevant conversations to get to true guest concerns.
1,000 to 5,000 per week
Khoros has helped further our customer service strategy by tracking agent response time and handle time, which we use to determine efficiency levels and hold agents to determined standards.