Khoros - best in class social CRM
October 07, 2013

Khoros - best in class social CRM

Jason Nickel | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Khoros Marketing (Formerly Spredfast + Lithium)

  • Social Listening.
  • Content deployment: We publish four main types of content: 1) Branding and advertising (promotion of new lines, etc.). 2) Amplification of PR events. 3) Reputation management. This is really responding to escalated customer service issues. We have a call center to manage customer service issues, but Khoros does not integrate with this system. 4) Social campaigns. These are themed campaigns for which we create original content.
  • Robust labeling for detailed analytics: This is a new feature in Khoros, and is extremely valuable to us. The problem with social analytics is that there is no consistency regarding metrics across platforms like Twitter and Facebook - they all measure slightly different things. It's very difficult to get aggregate reporting at the granular campaign level. Labeling solves this problem by making it possible to tag everything related to a social campaign and aggregate metrics at the campaign level. This allows us to mine all the social data per campaign and really understand what is happening.
  • Even with a great UX, it can always be easier and faster.
  • Khoros has allowed us to ramp up our social advertising efforts, resulting in an increase in ROI.
Short list - Sprinklr and Buddy.

Khoros had the better UX and use of available social APIs.

Using Khoros Marketing (Formerly Spredfast + Lithium)

10 - Social Marketing, Customer Service, Public Relations, and Associate Communications.
  • This is our primary tool for listening for, identifying and responding to all social inquires made to Brooks Brothers.
  • It's also our primary content deployment system for social.
Right now, Khoros is a clear leader in the Social CRM space.

Evaluating Khoros Marketing (Formerly Spredfast + Lithium) and Competitors

Previously used Hootsuite.

Khoros Marketing (Formerly Spredfast + Lithium) Implementation

  • Vendor implemented
  • Implemented in-house
Work hard at the onset to flush our workflows and macros.

Khoros Marketing (Formerly Spredfast + Lithium) Training

  • Online training
  • Self-taught
I recommend a combination of both online training from the services team, supplemented by their online tools.

Khoros Marketing (Formerly Spredfast + Lithium) Support

No - All support at Khoros is premium.
Quick to respond. Always available. Exactly what you want from a service perspective.

Using Khoros Marketing (Formerly Spredfast + Lithium)

Again, UX is very use-friendly.

Integrating Khoros Marketing (Formerly Spredfast + Lithium)

  • SiteCatalyst (Omniture): This is important for us to understand the conversion funnel. We know that social typically doesn't have a very high conversion rate compared to email and other channels. However, even if social is unlikely to be the last touch resulting in a sale, it is definitely part of the conversion funnel. Integration of Khoros with SiteCatalyst helps us to understand attribution. For example, a large number of people might be driven to our website by a social campaign. It's very helpful to understand who among them converted following additional touches through other channels.
  • BazaarVoice: We use BazaarVoice's Q&A functionality called "Ask and Answer" to manage customer questions. It would be nice to integrate Khoros with this so that there could be a single place to resolve customer issues, rather than two separate places. This would allow us to track response times, etc. in a centralized way.

Khoros Marketing (Formerly Spredfast + Lithium) Reliability