Good solution - needs to evolve.
Updated March 15, 2022
Good solution - needs to evolve.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)
We use Khoros for all of our social media customer care interactions at the company. We have deployed this to new acquisitions and expanded our use of the software. The solution allows us to monitor and reply to social media support opportunities and report on the issues that interest the company.
- Case handling of social media posts - Khoros is able to gather social media posts across the web and bring them into a support CRM system that treats those posts as cases and allows us to handle them in a way that is appropriate for support.
- Collaboration - social media cases are handled with easy collaboration across teams of all sizes.
- Simplicity of user interface - Managing many social media posts can be a challenge, but Khoros's solution allows you to address these posts easily by simplifying the UI and bringing only the necessary information for the agent so that they aren't overwhelmed with too much information.
- Khoros as a company has changed over the last several years, but more so in the last year, where we have seen our company's needs being met with a lessor priority over newer clients that pay a higher price for the same solution (due to us getting involved early on and being existing Khoros Community customer at the time, we were locked into a lower rate). This was seen as the service level and service engagement has slowly been fading away. Our Customer Success Manager was re-assigned, and we were told that the CSM role was being eliminated, but it turned out that the elimination was specific to our company. It was clear that Khoros valued getting more money out of our company than maintaining a relationship when for the first time in our 5 years using the solution, a 6% y/y increase in cost clause was discretely added to our contract during renegotiations.
- Khoros solicits "ideas" from their customers on the community. If the idea doesn't get any traction from the community, it is archived. If it does get traction and a lot of community members want the idea to happen, then it simply moves over and sits in a queue perpetually. There are many great ideas that are there that will help grow the Social Media Customer Care needs, from the experts who lead in the industry (because they're evolving quicker than Khoros can catch up), but Khoros doesn't execute on the vast majority of the ones that have community support.
- Khoros has been focusing on the Social Marketing space in the last couple years, and it makes sense. However, the development of Social Marketing functionality has slowed the development of Social Media Care functionality to where you'll see in the release notes that most new features are geared towards marketing, with not much for care.
- Whenever new functionality is released for Social Media Care, Khoros will require additional payment for said features (which is weird for a SaaS company) - this causes us to have to be in constant budget asks internally and constant contract renegotiations because Khoros doesn't consider the features worth the investment that has already been given to them by our company.
We haven't evaluated any in the last couple years, but we willl be evaluating about 20-30 other products over the next year.
The automated routing allows us to handle multiple languages and products to specific teams automatically, and do all this with single twitter handles. Most tools would not be able to do this.
100 to 500 per week
It's made it easier to execute on our existing strategy by having the functions we need to accomplish our goals.