Item: Khoros Service
Rating: 9
Author: Lucas Diorio

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

Use Cases and Deployment Scope

I currently supervise the use of the Khoros Care [(Formerly Spredfast + Lithium)] Module. The Community Manager is only in charge of responding the comments on social media, because we already have a bot on direct messages. So the Khoros Team help us to create different inbounds for each type of comment from each social network, just to keep the inbound organize. After responding, the CM also labels the comments taking notice of two different criteria: sentiment and topic. This labeling process allow us to get more insights about the conversation on our social networks.

Pros and Cons

Pros

You can organize your inbound content on one platform.
You can label those comments to get further information about your users.
You get more data on the Marketing Module if you are using the Care Module.

Cons

At the moment I have no concerns about the Care Module.
We are planning to work deeper on auto-labeling and that kind of stuff.

Return on Investment

Using Intelligence to get quality insights about us and our benchmark.
Using Care to respond and label every comment on our Social Networks.
Using Marketing to get that information with Sentiment and Topics about our users.

Likelihood to Renew

I give Khoros [Care (Formerly Spredfast + Lithium)] a 9 because 10 does not exist and there is always something to improve. But we are very comfortable working with Khoros and the platform resolves many of our problems related to reporting (Marketing + Intelligence) or Care.

Scalability

In this case, in order to work harder with the platform we need our client to make our team grow. This would definetly allow us to get even better results.

Implementation Rating

Yes, we learn how to use the platform in a different way and in order to get what our client asked for.

Alternatives Considered

Later, Digimind Intelligence, Digimind Social and Socialbakers Suite

We discovered Khoros because of the global agreement that our client has. We decided to hire Later and Digimind in order to work better with Instagram and Social Listening. Social Bakers wants to work with us too and we actually love what they offer, but we are ok with the platforms and the agreements that we have today.

Other Software Used

Digimind Social, Later

Likelihood to Recommend

I honestly recommend the platform for numerous reasons:
The feedback from the Khoros team is always great and in time.
The platform is very useful, not just to report data but also to get insights.
The care module allows you to get together all the inbound content.

What we are waiting Khoros to do:
Add LinkedIn to the Intelligence and Marketing module.
Work a little bit more on sentiment or get closer with Social Listening.
Get better on publishing so we can stop using other social media tools.

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Modules Used