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Khoros is good but still needs some work
September 01, 2017

Khoros is good but still needs some work

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

[We] Use Khoros mainly in one team however, share it with some others. It provides workflow and agent management of a large volume of social media queries. It enables us to monitor, respond, and engage with our customers in a large team with a high volume of posts. It always enables us to categorize and tag things for reporting purposes.
  • Enables reporting of insights and data
  • Agent work flow is simple and easy to follow
  • Has some good features available for storing info of customers
  • Reporting - reporting layout and functionality e.g. enables us to export certain smart views into reports
  • Unable to open large volume of posts - system crashes or refuses to open
  • For some things you can't customise or set things up for different requirements e.g. all or nothing
  • Not many optimisations unless you pay for it - a lot of manual processing to get things you want which is not feasible
  • No automation
  • Very basic reporting
I have pretty much used every single reputable social media management tool. There are definitely differences between the various suites. I find with the other tools they cover off better reporting not only incoming but across the landscape and also quicker ways to get through volumes but don't have a detailed enough workflow or routing system set up. There seems to be no perfect tool and it really depends on your requirements or what you want the tool to deliver. Khoros is definitely an option for large teams and high volume. Social studio is a good tool but really only good for smaller teams with smaller volumes of posts, however, it has a far superior reporting tool. Hootesuite is okay but I would only really recommend it on Twitter.
This functionality is a must-have for us. Being able to prioritize is critical and Khoros certainly delivers on that front. The only time that this can get tricky though is when it comes to reporting and again the amount of manual handling required can let us down. We always have our priorities set up so we can ensure that we are cutting through the noise.
More than 5,000 per week
It can enabled us to understand volumes, numbers and insights to our customers. We have been able to measure customer behaviour but also get a deeper understanding on where we need to improve.

Khoros is a good tool but very costly. I would not highly recommend as there are other tools out there that offer very similar workflows if not more features which are a quarter of the cost.

There is a lot of work to do in the social media management tool - lots of automation required and ways in which the tool can do more and help humans speed up the way they get through things. Bear in mind everything is very manual which means if you experience large volumes you won't be able to get through it all unless you have the resources. This, therefore, means you lose the data if you don't manually touch it.

The great things are it has an easy to follow workflow that is agent friendly and easy to pick up. Most that use the tool are happy with it but get frustrated with manual processing. Anything automated is not accurate.

Khoros is definitely known as one of the best tools in the market, however, has a way to go with building better efficiencies to keep up.