Social Media Tool Bringing Everything Together.
April 17, 2018

Social Media Tool Bringing Everything Together.

Richard Reeves | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • Conversations
  • Intelligence
  • Experiences

Overall Satisfaction with Khoros Marketing (Formerly Spredfast + Lithium)

The Khoros set of tools is being used as our sole tool for social media engagement across all platforms in the digital world.
As a European company, all our markets including the digital and customer care organizations use Khoros to publish and engage with our customers, this enables us to work across departments to provide a customer 360 approach for proven customer experience.

Pros

  • Funneling content from hundreds of different social media platforms into one easy to create a dashboard. This enables us to manage multiples of accounts and languages with ease enabling a constant and efficient way to engage with customers on behalf of our brands.
  • Providing analytics on every aspect of social media campaigns and engagement, from agent response time to campaign focus. This enables the ability to see outliers and re-approach training for engagement or show great or poor performers as campaigns to help implement successful future products.
  • Overall, Khoros combines simplicity with all aspects of working with social media from start to finish.

Cons

  • Possibility of adding in forums and earned content and be able to directly reply without third party API integration.
  • Creating automatic sentiment analysis
The tool can be scaled to any level from what we have seen so far we see no concerns in adding more channels or teams without complications.
All tools were piloted in a controlled environment Khoros ticked all the boxes.
Perfect for large and small companies to bring all brand content into one place to engage with, for customer care working on social media this is a must tool to enable seamless interaction without having to go native on all the individual platforms a company may use for Brand Love. Helps remove interdepartmental silos in companies by bringing all departments together using one tool stack.

Khoros Social Media Management Feature Ratings

6.0
Boolean keyword searches
Not Rated
Filtering out noise/spam
4
Broad channel coverage
8
8.0
Content planning and scheduling
8
Audience targeting
6
Workflow management
10
8.3
Automated routing and prioritization
9
Customer interaction histories
9
Bulk actions
7
5.0
Lead generation
5
Content marketing
Not Rated
Campaigns and promotions
Not Rated
9.3
Twitter
10
Facebook
10
LinkedIn
9
Google+
9
Instagram
9
Pinterest
9
YouTube
9
9.0
Campaign success analytics
9
Real-time tracking
9
Competitor analysis
Not Rated
8.0
Role-based user permissions & privileges
8
Mobile access
8

Khoros Marketing (Formerly Spredfast + Lithium) Implementation

From piloting all vendors to choosing the right one, we established a great approach. Khoros ticked all the boxes the training was seamless and uncomplicated. The whole background set up completed by Khoros using the requirements we had set in place at the beginning.
The Khoros team worked around the clock to make sure that every member of the team was fully trained and operational in time for Go Live, the management of all platforms across all countries was completed without a hiccup.

Khoros Marketing (Formerly Spredfast + Lithium) Support

Khoros support team are live 24/7 simple ticket process and response is usually immediate to let you know they are working on it or if there is an update they can supply.

Using Khoros Marketing (Formerly Spredfast + Lithium)

Khoros as a tool is very easy to use, there is no complicated jargon or processes that need to be completed. just like using a natural social media channel, it's designed to be fast and efficient.

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