Some performance issues.
January 21, 2013

Some performance issues.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Khoros Marketing (Formerly Spredfast + Lithium)

  • The tool is effective in workflowing customer inquiries through a multi-level team.
  • Khoros allows us to effectively support and provide customer service to our customers through our social channels.
  • In addition to customer service, the tool provides us a means to track, analyze, and build reports on social metrics.
  • Additionally, it is a medium where we can share content to our communities and build out a content calendar ready to be published.
  • It is not that efficient in being able to pull in specific customer service metrics, in a non-manual way, that shows the effectiveness of teams and individual responses.
  • The platform itself, which is web-based, has always seen a constant performance issue, where the system will lag or certain features will perform slowly. This is something that has been on-going and though improved over the past year, is still an issue.
  • It is allowing us to achieve increased customer service response rates through social media.
We picked the Khoros platform at the time when we conducted a search for a social customer service tool because it allowed us to deploy it across a team of associates. The product has workflow capabilities that allow us to assign questions on our social channels to specific team members.

Using Khoros Marketing (Formerly Spredfast + Lithium)

Khoros Marketing (Formerly Spredfast + Lithium) Implementation

Khoros Marketing (Formerly Spredfast + Lithium) Training

  • Online training
  • In-person training
  • Self-taught
It is as long as you have a certain level of understanding of social and social customer service platforms as a whole. This approach for other users is contingent on this understanding to be effective.

Khoros Marketing (Formerly Spredfast + Lithium) Support

They are fairly timely in their responses and in looking into technical issues.