Khoros - Easy to use; provides voice of the customer insights
April 11, 2018

Khoros - Easy to use; provides voice of the customer insights

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

Modules Used

  • Conversations

Overall Satisfaction with Khoros Marketing (Formerly Spredfast + Lithium)

At Priceline, we use Khoros for two distinct and separate functions: Marketing and Customer Care. I head the Customer Care team, and Khoros consolidates and organizes all of the social media comments about Customer Care issues into easy-to-use and highly configurable Care dashboards. This facilitates my team's ability to work at maximum efficiency.

Pros

  • Khoros is easy to configure to meet business needs. And as the business changes, it is very easy to modify the existing workflows to meet the new needs.
  • Data labeling (aka tagging) is very easy to set-up and then report on the various labels applied to the inbound social media Customer Care comments.
  • The analytics tool is quite robust and getting better all the time. The ability to pull key insights out of the social media data is very important to us. Social media comments, in general, tend to serve as an early warning system for our company. So our ability to glean these insights quickly is very important.

Cons

  • Khoros is growing quickly and with this comes some unintended consequences. They have a lot of great ideas on their roadmap, but the execution/delivery of these seems a bit slow.
  • There are improvement opportunities with Analytics. I'd like to see more widgets and the ability to download data into Excel for further data manipulation.
  • Data storage/access is too restrictive. If I don't proactively use Data Exports to set up reporting, I have lost out in my ability to run analysis on larger time periods.
Social media is a key component to the overall mix.
Khoros does a nice job with client education. Their online and Summit conferences are well worth the time and investment.
I have a terrific success manager (Angela L.) who is very responsive and proactive. She keeps us well informed and assists with troubleshooting. I would like to see Khoros facilitate more customer-to-customer networking for best practices and idea-sharing.

Khoros Social Media Management Feature Ratings

Boolean keyword searches
9
Filtering out noise/spam
10
Sentiment analysis
5
Broad channel coverage
9
Automated routing and prioritization
10
Customer interaction histories
9
Bulk actions
9
Not Rated
Twitter
10
Facebook
10
Google+
10
Real-time tracking
9
Role-based user permissions & privileges
9
Mobile access
9

Khoros Marketing (Formerly Spredfast + Lithium) Implementation

[Implementation] Was a long time ago. It went well/smoothly. As with anything new, there is a learning curve that must occur.

Khoros Marketing (Formerly Spredfast + Lithium) Support

Using Khoros Marketing (Formerly Spredfast + Lithium)

Comments

More Reviews of Khoros Social Media Management