Item: Khoros Social Media Management
Rating: 8
Author: Kelcey Zacarese

Overall Satisfaction with Khoros Marketing (Formerly Spredfast + Lithium)

Use Cases and Deployment Scope

My team within customer care uses Khoros, in addition to members in our marketing and editorial teams (main communications departments). I specifically use Khoros to monitor/engage with customers and also compile analytics from social media - typically reactive data from our programming changes. Khoros helps us monitor all mentions of SiriusXM across multiple social platforms at once, rather than individually responding to customers through each platform, which also is not ideal since there is a higher error rate for responding as the business on personal content and vice versa with responding accidentally as my personal page. We are able to have all the major platforms we respond to and track data within one platform/display.

Pros and Cons

Pros

Khoros' interface and overall design is much more aesthetically pleasing than other tools I have used or demo-ed in the past. I enjoy the font/layout/boldness much more than I did with Sprinklr
Khoros has made it easy for my team to respond to customers and label mentions quickly and efficiently. Since we try to respond in less than 10 mentions from when the comment came in, the easy layout helps make this possible
The filters in Khoros make it easy to look for a certain mention and/or remove certain mentions from a stream that we classify as "noise" or spam.

Cons

I would like for it to be easier to attach images when responding to customers since you are currently only allowed to do it when responding publicly on Twitter or Facebook. Also, you can't respond with a picture from the text box - you need to go to Options and then attach... which is just more clicks/time spent.
Currently, the analytics are still in Beta and we cannot get real-time reporting which is a downside
It would be nice to be able to have verified mentions rise all the way to the top of the stream or even be flagged.

Scalability

The product is definitely great in terms of the Conversations and Intelligence tabs, but it could use further improvement in Analytics.

Social Media Goals

It is very important. Our social media strategy in listener care has been recognized across the business as we have become the first responders to crisis management.

It has helped us become the first responders to any crises that arise online. It is important to us that we recognize these issues and report them to the appropriate department ASAP before it travels further up to escalations.

Alternatives Considered

Sprinklr

I think that Sprinklr had more advanced analytics but Khoros has a better layout and platform/easier to use, in addition to easier responding/labelling.

Likelihood to Recommend

Khoros is great for larger businesses who are looking to improve their engagement and interaction with consumers, in addition to creating an "always-on" presence which the ability to schedule content even when not in the office/weekends.

Khoros Social Media Management Feature Ratings

Khoros Marketing (Formerly Spredfast + Lithium) Implementation

Implementation Rating

Khoros Marketing (Formerly Spredfast + Lithium) Support

Support Rating

The support has been good. We are often waiting quit some time though to receive feedback on a certain issue. However, the Khoros support community is something we have not received in other platforms, and it has been a valuable resource when having questions about the product's capability.

Using Khoros Marketing (Formerly Spredfast + Lithium)

Usability

There are some technical errors we have had to report that have taken time to fix and have impacted our work, however, generally the tool is quite good and it has been a pleasant experience across all teams.

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