Overall Satisfaction with Khoros Marketing (Formerly Spredfast + Lithium)
Currently, we are using the Khoros platform for several areas of the organization such as customer service/care, marketing, and public relations. In these areas we are able to identify what current and potential consumers desire in regards to marketing campaigns via our website and social sites. We are also able to be proactive and reactive at any immediate public relations concerns or mentions, both positive and negative in a timely manner. There is also the capability of understanding the quality of shipping and handling of shipments, customer service/ care processes, and procedures during and after order processing and most of all assisting with inventory control and quality with the use of the Khoros labeling.
- Support- They are always available for any questions or concerns you may have regarding data searches and specific areas to search and they always provide you with the most recent updates.
- Approachable and Dependable Onboarding Staff (sales)- Each member of the onboarding team for Khoros shown genuine concern and enthusiasm to work with myself and my staff to ensure the Khoros platform and team can and would function to its highest capacity.
- Training - The on-site training provided by Khoros was seamless and direct. Each of my staff enjoyed knowing how to utilize the platform with a more efficient view of social sites in one location and the ability to triage and assist customer's from all 3 social sites in one space.
- Full Social Site Functions - Such as banning, blocking or hiding for Instagram and Twitter.
Social media is very important to our company's brand as it is a global platform and the data we capture and analyze assists us with ensuring the Customer Care Quality and marketing campaigns, remains above standard and continue to maintain our lead with providing, “our” world-renowned, Luxury Retail Customer Service, out of the box marketing and the expectations of our email, chat, phone, social, online and in-store consumers.
Khoros has played a huge role in our customer service and training strategies, as prior to obtaining the platform this data was attempted to be captured manually only to identify social site traffic. Since we have obtained the Khoros platform, we are now able to capture a significant amount of data much faster and it is much easier to immediately identify any concerns that arise and narrow the concern to a defined area(s), with the use of Intelligence.
I suggested and selected Khoros as the best contender, as the platform would eliminate many, if not all, manual processes and procedures for capturing the overall global social perspective of our organization, from all managed social sites efficiently and accurately.