Item: Khoros Service
Rating: 10
Author: Bill Gerth

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

Use Cases and Deployment Scope

Khoros care is being leveraged across the whole organization to meet the need of our membership by engaging via social media platforms. Khoros provides us with a compliant way to engage with our members on social platforms, while ensuring we have the proper metrics to highlight key KPIs that are important to our organization.

Pros and Cons

Pros

The Khoros tool enabled us to quickly identify opportunities to create a better customer experience. They listen to our feedback and request and make noticeable efforts to ensure they are building product that meet our needs for the future.
Khoros has been helping our organization with understanding how we could implement a asynchronous chat strategy. In doing so, Khoros has provided several custom demos, solutions and spent many hours working through strategy solutions that would fit our infrastructure. Khoros is not a vendor but a strategic partner of USAA.
With any customer care platform, you want to make sure they also provide top tier customer care on their own product. Khoros has never disappointment us, and they have also responded and showed up in some big ways. I consider Khoros being one of the best in Digital care from a platform perspective but also from a vendor support model as well.

Cons

To be honest, they have done everything I have ever asked for plus more. Their employees and staff listen to requests and adjust features to the industry needs. If anything, I would ask that they integrate more into the Khoros community and other smaller channels, such as Indeed and Redsit.

Return on Investment

Khoros has provided our front line member service representatives with an easy way to engage with our members, escalate to leadership and also the ability to track their cases. Khoros has also provided our MSR community with many integrations that allow them to do their job more quickly to meet enterprise goals.

Likelihood to Renew

We just renewed our contracted with Khoros and committed to a three-year agreement. This speaks to the confidence we have in the product and the employees who create the feature enhancements. This is one of the few companies that allows engineers or management teams to speak right to the customer without going through their sales rep or company contact. The innovation that comes out of this group is nothing short of amazing.

Scalability

I see the Khoros team bringing on new employees and different expertise as their platform grows to more brands. They are dedicated to ensure they are growing with their customers and building new products to fulfill the needs of their customers request.

Implementation Rating

Khoros seems to be on the forefront of all technology changes and ready to support the brands when they are ready to integrate into those areas.

Alternatives Considered

Radian6, Sprinklr Modern Engagement and Twilio

Khoros provides a full stack of digital solutions for the business. Khoros has moved away from just social engagement and now provides a full written channel solution.

Other Software Used

Crimson Hexagon, now part of Brandwatch, Cision Communications Cloud

Likelihood to Recommend

Khoros was launched as a cross-functional solution for organizations to engage properly with customers. Currently, we have 2 Line of Business partners utilizing the tool and several brand organizations using Khoros for a seamless customer interaction.

Comments

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Khoros ROCKS!