Scale your retail store place page reviews
February 13, 2021

Scale your retail store place page reviews

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

Modules Used

  • Response

Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)

My company uses Khoros for enterprise social media management in both marketing and customer service. It addresses the scalability of this function and helps us respond to customer comments across social platforms within a matter of minutes. Khoros' social listening tool, Intelligence, allows us to carefully monitor what's being said about our brand at any given moment.

Pros

  • Social listening
  • Automation to improve frontline worker efficiency.

Cons

  • While all data is available in export, there is no ability to build a custom report that can surface on a dashboard. This sometimes leads to resource hours spent on reporting that could be automated.
  • Specifically, on place page reviews we were able to increase customer satisfaction by reducing our response time on Google My Business pages from 48 hours to 10 minutes when we moved from another vendor to Khoros. This is because the Khoros API pulls GMB reviews in real-time, and our past tool only integrated with Google once every 24 hours. The results for our business have been outstanding as we are able to mitigate further negative feedback and resolve customer complaints in a timely manner.
Investment is worth the money. Khoros has room to improve but is always willing to hear our feedback and surface to their product dev team. Of the options available on the market, we think Khoros is the best.
This product is very customizable to suit various team sizes, and you can even have multiple specialty teams work in the same tool via queue routing.
We were lucky to have an outstanding implementation advisor who worked with us every step of the way for nearly a year. When things didn't go as planned, he stuck by us and made sure we had the set up we needed.
We are so happy with Khoros that we have not formally evaluated other tools in close to 10 years.
Well suited for brand social listening, moderating place page reviews, and social media at scale.

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