Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)
Khoros is our primary engagement platform for social customer interaction, team and individual metric reporting, and issue trending. At this time we are the only department using the tool, however we handle social customer care issues across the entire enterprise, including residential and business class customers. Khoros enables us to monitor what are not considered traditional care properties, such as regional Twitter handles, and ensure other departments can focus on their strategies, while the online care team handles any customer-impacting issues.
- At-a-glance volume and engagement metrics help us manage our business in real time, and through tagging, can give us insight into issue drivers/locations.
- Offers a seamless handoff between agents on open cases-- Khoros threads customer interactions, including public and private posts, into an easy to follow conversation, making it easy for the next agent to pick up where the previous left off.
- Custom close and "snooze" types allow us, from a reporting standpoint, to focus on different types of resolution types (ex. in house vs. an escalation) as well as reasons why customers might abandon before resolution.
- Khoros has been very responsive to our suggestions and needs. Many of the features we've asked for have been implemented via the new analytics tab. Even when we have the occasional hiccup with the system, Khoros's support team is quick to assist and provide a level of transparency that is greatly appreciated.
- We have seen our customer engagement and resolutions rise month over month, year over year since implementing Khoros. Khoros makes our agents more effective and efficient, which enables them to handle more complex issues, and ultimately deflects volume from more traditional options such as phone and chat
- Khoros's metrics and volume analysis capabilities make it much easier to make the case for additional staffing.
- Khoros has greatly improved our agent's productivity, enabling us to do away with our previous, cumbersome solution for customer tracking, ticketing, and reporting.
We adopted Khoros in its early beginnings, after being tied to Radian6 for customer engagement-- and while we still utilize Radian6 for certain reports, I couldn't imagine going back to that platform to interact with customers. As stated, Khoros has become our primary engagement tool, but it's also become our primary social customer database. We've had opportunities to evaluate other platforms, and generally, I've found KPI reporting and analytical flexibility to be the difference between Khoros and it's competitors.
We've had no issues with Khoros's publishing capabilities, we are able to easily schedule posts and create new reactive posts but be advised my team is not as involved in content creation as our marketing or PR groups.
One of the things I love about Khoros is how easy it is for us to "deputize" employees from other departments to help with customer engagement when we see out-of-the-ordinary spikes in actionable volume. We can create a queue specific to a particular issue, pull a resource from another department, and feel confident that he or she will only receive posts relevant to the issue at hand.
Khoros excels at allowing users the ability to move unwanted posts out of the way and laser-focus on customer concerns. As stated, the real-time capabilities allow us to focus on our KPIs and from an enterprise standpoint, enable us to act as an early warning system for customers affecting service issues. Collecting and exporting data out of Khoros is reliable and accurate.
We've found Khoros to be effective in a high-volume environment where only a percentage of posts are actionable. Khoros has a robust routing and tagging system that allows you to, on the fly, if needed, create work queues specific to any spikes in traffic that may impact our agents' ability to focus on customer-impacting issues. Because this is highly customizable, this could be used to direct posts to particular departments, or individual users. It's hard to think of a socially-active industry that would not find this incredibly useful.