Great platform - really helps us at scale
August 29, 2017
Great platform - really helps us at scale
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)
Khoros is used as our customer response tool for social media platforms across customer experience, engagement, business operations, marketing, and insights. The platform is able to manage our workflows and assignment of social media contact across the business as well as distribution of social media insights and performance data to various levels and teams.
- Managing agent workflows and performance
- Integration with key social media platforms
- Distribution of social customer insights
- Prioritisation and tagging of customer contact
- Exporting of raw social media posts and customer data could be easier
- Macro responses don't currently exist which can lead to large backlogs
- Smart Views can be complicated to set up without platform support
Salesforce, Spark Central, Hootsuite, Sprinklr, Zendesk, Sprout Social
This tool is critical to reducing agent touch points and therefore routing the contact to the right stakeholder and individual. It's incredibly effective and can be set up to various different levels and sensitivities.
1,000 to 5,000 per week