Getting to you know your business socially with Khoros
March 22, 2018

Getting to you know your business socially with Khoros

Latasha Howard | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Conversations
  • Intelligence
  • Care

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.
I give this rating, as all the data captured assists with identifying areas of growth and improvement throughout the organization, as this data is the true commentary of current and potential consumers via all social sites.
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.
We wanted to identify how well our "gift with purchases" beauty event marketing campaigns fared against each other since July of this year. We found there were some concerns with consumers in regards to "gift with purchases" not being received with their order. This suggested to us to revisit the possibility of a larger quantity of inventory of the promotional gift with purchase or possibly a replenishment adjustment for the gift with purchases with our vendor and merchant offices.

Khoros Marketing (Formerly Spredfast + Lithium) Feature Ratings

Boolean keyword searches
10
Filtering out noise/spam
9
Sentiment analysis
6
Broad channel coverage
10
Content planning and scheduling
10
Audience targeting
9
Workflow management
10
Automated routing and prioritization
10
Customer interaction histories
10
Bulk actions
10
Lead generation
Not Rated
Content marketing
Not Rated
Campaigns and promotions
10
Twitter
10
Facebook
10
LinkedIn
Not Rated
Google+
Not Rated
Instagram
9
Pinterest
Not Rated
YouTube
Not Rated
Campaign success analytics
10
Real-time tracking
10
Competitor analysis
10
Role-based user permissions & privileges
10
Mobile access
10

Khoros Marketing (Formerly Spredfast + Lithium) Implementation

As mentioned previously, the Khoros advisors (onboarding staff) are very knowledgeable of business analytics and how it can assist any organization with growth in every area of the business, and this is not just limited to retail. In many of my trainings and overall conversations with Khoros advisors, they always seem to be on the same path of success and they're always available and open to any and all suggestions provided throughout our many meetings and calls. At no time did I, fellow colleagues, or my team feel neglected or lost, instead each encounter was like seeing a good friend for a class reunion. The professionalism of each member was and is beyond impeccable!

Khoros Marketing (Formerly Spredfast + Lithium) Support

The support staff is always available and when there is more time or information needed they do not hesitate to advise and update you as soon as possible, whether it be via email and/ or a courtesy call. They are a proactive support staff as each encounter I have had, a member of the staff would advise of additional avenues for research and data reporting in regards to Intelligence.

Using Khoros Marketing (Formerly Spredfast + Lithium)

The use of the Khoros platform is simple, which makes it very user friendly throughout. Once you have a specific area or material you are seeking to review or research, pulling this information is only a few keywords, a click of your mouse and it is at your fingertips. Not to mention the reports produced are beautifully designed and self-explanatory and easy to share with others.