Khoros Care Reviews & Product Details

Khoros Care Overview

What is Khoros Care?

Khoros Care enables clients to serve their customers on their digital channel of choice — with unmatched operational insight & automation — to boost customer satisfaction and reduce costs. Khoros Care offers customers: Messaging to serve more customers with the convenience of messaging & prove the impact to customer satisfaction. Give agents the ability to engage fluidly between WhatsApp, Apple Business Chat, Google’s Business Messages, WeChat, Facebook Messenger, SMS, reviews, social channels, in-app and web messaging, & community. In-app messaging to securely message with customers in your brand’s mobile app or website & scale your digital operation with confidence. Social care to monitor & respond on social channels at any volume to protect your brand and build customer satisfaction. Key benefits include: Unify multiple channels in a single engagement hub: Give agents the ability to engage fluidly between in-app and web messaging, messaging apps, social channels, reviews, & community Increase efficiency with advanced workflows & operational insights Scale digital care & take the right action with operational metrics, alongside customer experience analytics. Personalized 1:1 experiences Enable authentic, real-time conversations with empowered agents and bot assistance to increase customer satisfaction. Detect and mitigate social crisis Monitor social volumes, sentiment, and keywords to take action and maintain customer experience during crisis; despite inevitable spikes in traffic, agents remain within SLA.

Khoros Care Details
Languages Supported
Arabic, Czech, Danish, German, English, French, Italian, Japanese, Dutch, Norwegian, Portuguese, Russian, Spanish, Chinese (Simplified)
Product Description

Manage social campaigns and responses with precision and efficiency. An integrated platform for social media management, Khoros Care (formerly Lithium+Spredfast) combines powerful publishing and response feature sets for marketing and customer service.

How do you position yourself against your competitors?

Lithium brings Marketing, Customer Service, and other parts of the organization together with an intelligent design to rally around a better customer experience. You no longer need to choose between standalone tools and manual steps. Teams can plan from the same Omnichannel Calendar, share data-rich customer profiles, and execute better together. Lithium uses data science to help Marketing, Customer Service, and other customer-facing teams collaboratively drive engagement, response times, and business results with a smart platform you will actually use.


Seller Details
Seller
Khoros
Company Website
Year Founded
2001
HQ Location
San Francisco, CA
Twitter
@LithiumTech
19,574 Twitter followers
LinkedIn® Page
www.linkedin.com
191 employees on LinkedIn®
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Khoros Care Reviews

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AT
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Analytics help us to understand the trend of customer inquiries and operation index Review collected by and hosted on G2.com.

What do you dislike?

Tagging inaccuracy especially language tagging, Khoros support should be more user friendly Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Able to manage all social media platform with single sign on Review collected by and hosted on G2.com.

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AC
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

The user interface is very customer friendly. It's also really easy to adjust your search parameters and play with keywords on the fly. One of my favorite elements is the ability to run searches within a profile. The exportable reports make it easy to share information across the organization. Review collected by and hosted on G2.com.

What do you dislike?

The limited ability to go back in time. It makes it difficult to do year over year comparisons. It would be nice if the 9 month window could be expanded. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

N/A Review collected by and hosted on G2.com.

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AT
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Khoros is a such a great tool in merging and consolidating customer interactions from different social media channels.

Within the same Window, my agents are bale to respond to both Twitter, Instagram and Facebook posts without a hustle. Review collected by and hosted on G2.com.

What do you dislike?

I have not had any bad experience with Khoros so far. Happy user Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have solved Channel integration challenges . Review collected by and hosted on G2.com.

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UT
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

It is easy to use especially when responding to queries that come through via social media platforms like Facebook, twitter and Instagram. Review collected by and hosted on G2.com.

What do you dislike?

It requires logins and therefore cannot be used when one has no account with the soft ware. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Best software to use when dealing with online queries especially social media. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customer care queries that come through social media and clients are given resolutions on first time of contact. Review collected by and hosted on G2.com.

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IM
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I really enjoyed the ease of use and the clear visuals of our market presence and engagement on social media. Review collected by and hosted on G2.com.

What do you dislike?

It was a bit pricy, though this is understandable as lithium is a premium service and has some very high profile clients. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It is way to expensive for smaller firms. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

At the time our group sought to expand and evaluate our social media presence across a broad range of platforms. Review collected by and hosted on G2.com.

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Social Media Senior Manager
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Lithium is ok in kind of moderation and the interface isn’t bad Review collected by and hosted on G2.com.

What do you dislike?

The listening part isn’t that good and the sentiment analysis for the Arabic isn’t accurate Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Managing more than one account Review collected by and hosted on G2.com.

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UT
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

There are so many options for data reporting making things incredibly easy to see trends and track agent performance. Review collected by and hosted on G2.com.

What do you dislike?

Auto-assigning tickets is not integrated as of yet. Additionally, it’s difficult to navigate through closed tickets. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would definitely recommend other companies who want to significantly improve their social media presence utilize Lithium’s services. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Seeing trends is making things very clear in regards to what we need to do to improve and grow business. Review collected by and hosted on G2.com.

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UM
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

I like how easy it was to

Use but it could definitely run smoother. Review collected by and hosted on G2.com.

What do you dislike?

It runs a little slow but it definitely gets the job done. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Getting my brand out more and I realized that if you do it the correct way it works. Review collected by and hosted on G2.com.

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Senior Content Marketing Strategist
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Being able to sort categories and refine searches. Review collected by and hosted on G2.com.

What do you dislike?

Unclear rating system: would like to see a net score for each at the top. Also, being able to go to the platform from the page. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Finding a platform that has all the items we have currently but with a better user experience and continual improvements. Review collected by and hosted on G2.com.

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UD
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Helpful emails with tips/updates in social media management Review collected by and hosted on G2.com.

What do you dislike?

Not as easy to navigate as most sites - would love to have more features. It’s just not as a seamless as an experience when compared to social media mgmt sites like Co schedule or Hootsuite. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Haven’t noticed many benefits so far. Review collected by and hosted on G2.com.

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Student
Higher Education
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Lithium's ability to find, create and completely immerse you in the any social media platform. Making it easy to connect with customers and effectively track customer data to give you the leading edge on how to approach your next big business move. Review collected by and hosted on G2.com.

What do you dislike?

Visual representation of data could be easier to sort and file through. I find it a bit over whelming at times and would like a way to simple it to its most direct views. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I see it as a win win. Great product. Been using it for almost a year, and I've seen tactile improvements in customer communication. The program allows me track who, when and how often I'm getting hits. So I can tailor my marketing strategies for each of my platforms based on my customer. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I makes it easier to determine a customer that should be directly approach in ads. while finding others that need to be more indirect. Review collected by and hosted on G2.com.

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Senior Associate Consultant
Information Technology and Services
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

User Interface is very robust and is capable of handling large amount of content which comes in real-time. The best thing about Lithium is that it has the capability to filter out Facebook posts or Twitter tweets that one needs to respond to on priority basis which saves a lot of time. It is designed in a visual way so one can easily track the flow and find out when the issue gets resolved. It gets integrated with Salesforce, and therefore lets you see if the cases actually originate from product fans. Review collected by and hosted on G2.com.

What do you dislike?

it is not able to predict if someone is accessing it from a mobile device but it doesn’t specify whether it is a phone or a tablet. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It is a useful tool for workflow management which allows the users to collaborate with each other in real time. You can also explore Facebook and Twitter community users by integrating them with Lithium. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It is being used to reach out to the potential customers and serve the existing customers in a better way to increase the social media community users. At a particular time, a single agent gets assigned to a conversation with a customer. As soon as the conversation gets assigned, it gets removed from the waiting queue from list of all the agents. It stays with the agent till the conversation gets completely finished. Review collected by and hosted on G2.com.

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IT Architect
Insurance
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The software is interesting, it allows direct connection through social channels and action from the users feedback and ideas, The response and engagement on social networks can be vital for the business needs. Ideas crouwdsoursing and ideas can be achieve and shared together. Review collected by and hosted on G2.com.

What do you dislike?

I didnot come across any negative feedback and experiences while using this software. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would recommend others to try using this product and see if it meets the business requirements and it might be helpful with some modern needs. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The software helps with fast social engagement and it helps to increase the fan base and to share ideas and learn from each other. Review collected by and hosted on G2.com.

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CC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

My customers are on social media sharing their experiences and I need to have the power to create a trusted connection with them. Lithium allows me to do that. Review collected by and hosted on G2.com.

What do you dislike?

It's difficult to use, too much tech speak. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Stick with it, even if you're confused at first, it's totally worth it Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I have satisfied customers and that means my business is profiting. Review collected by and hosted on G2.com.

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UP
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I really like how good of a tool Lithium is for managing social interactions across a variety of services. It's a one stop shop. Everything is logged, from a compliance, monitoring and quality perspective this makes life so much easier. We can see every conversation we've ever handled going back to the start, all conversations have their unique identifier as a reference.

Integrations are currently available for Facebook, Twitter, Google+ and Radian6 with RSS available as well, API support is in the works to expand the range of services that can be integrated. Review collected by and hosted on G2.com.

What do you dislike?

The Analytics section is a bit lacking and makes it difficult to track a variety of analytical data paths. Publishing is not one of Lithium Social Web's strong points currently, it is limited to text, links and embedded images. Video currently isn't part of this and the content calendar for publishing can become a little cluttered. Geo-targeting is also a missing feature from the publish capability currently.

As mentioned previously Lithium Social Web is geared more towards Social Customer Support rather than Marketing. That said you can schedule content and build a basic content calendar targeting specific or multiple social accounts. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Lithium Social Web has had a massive impact on our Social Support strategy. There's nothing like it that we've seen out there that comes close to the capabilities that this platform has. It is an extremely robust and powerful tool which is always growing.

We've been able to reach more customers quicker on Social and listen to more content than before using Social Web. This greater reach has had a profound impact on our customer behaviour with many choosing to use Social as a first point of contact. Growth in certain channels such as Twitter as a result has been exponential. Review collected by and hosted on G2.com.

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Social Media Manager
Hospitality
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Ease of use. Lithium is a great product because of its range of functionalities- from monitoring ongoing conversations to filtering through conversations online before jumping in. Review collected by and hosted on G2.com.

What do you dislike?

Not getting email reminders when I'm logged in Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Lithium is easy to use for a variety of reasons- the number one reason is that it takes a lot of effort out of social media management. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I participate in the Hilton Suggests program with my company and was part of the pilot for Lithium. Through Hilton Suggests, our team seeks out Twitter users who are looking for recommendations on activities in our area. I think Lithium is a great tool for this purpose because the software filters through relevant and irrelevant posts according to our parameters, and we can then respond through @HiltonSuggests to provide great suggestions for the end user. Review collected by and hosted on G2.com.

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UH
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I like how the tweets are more organized, which allows me to answer them based on time. I also like how I can mark any tweet with a particular status so I can manage them according to their content. Review collected by and hosted on G2.com.

What do you dislike?

It doesn't really allow me to do searches and explore other potential hash tags. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Take the time to test out the platform and compare with the one you are currently using. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I realize that I am better utilizing my bandwidth engaging users more efficiently. Review collected by and hosted on G2.com.

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