Khoros helped us build our Social Customer Care program
September 01, 2017
Khoros helped us build our Social Customer Care program
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)
Khoros is currently being used by only by our social media customer care team.
- General aggregation along with prioritization and tagging for issue management.
- Ability to retrieve conversations easily; a good search capability if details of conversation may be unknown.
- Large amount of data points available.
- I would like to be able to see more agent level true productivity metrics such as responses per hour logged in.
- Ability to see a true average response time (today it's broken into "buckets" such as 0-2 minutes, 3-6 minutes) on first and overall responses.
- Improved reporting on tags. When you export into Excel, all tags are in one column so if you have sub-level tags it's extremely difficult to do detailed reporting without a lot of manual effort.
When selecting a system we looked at Conversocial, Spark Central, and Khoros. Overall Khoros had the best combination of items that we were looking for. Khoros' pricing was competitive which was great to see, versus coming way above competitors.
As a telecommunications company, this has been most helpful for us in identifying outage situations in areas. Additionally, with several large media stories where customers were looking for responses from impacted companies, this ability helped us auto route these posts to get volume and determine our communication strategy.
More than 5,000 per week
Khoros had a huge impact on helping us actually get to our customers in a timely and organized manner which was a major win. Additionally, tagging has helped us understand why customers are reaching out and what regions of the country are we hearing from the most. Additionally, while I still feel there are great improvements to be made on agent reporting, it has helped us a great deal with agents and overall metrics to better manage the program.