Review: How we feel after 8 months using Khoros
September 01, 2017
Review: How we feel after 8 months using Khoros
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Care (Formerly Spredfast + Lithium)
We use Khoros to monitor and engage on our Khoros Community platform. The main users of the tool are two managers based in Corporate HQ and three Customer Service teammates. We use Khoros to identify topics where our team should engage, and we also use it for tracking and analyzing trends in our Community. Khoros Social Media Management is especially helpful for our big product & policy updates.
The tool pretty much takes all the hard work out of manually searching the native Community, some work is needed in advance to set up keywords and parameters, after that, it is low maintenance and the dashboards and monitor walls are really useful to see what is happening, at-a-glance.
The tool pretty much takes all the hard work out of manually searching the native Community, some work is needed in advance to set up keywords and parameters, after that, it is low maintenance and the dashboards and monitor walls are really useful to see what is happening, at-a-glance.
Pros
- Monitor Walls to monitor the pulse of the Community
- Dashboards which show how the Community reacts to big news events
- The Agent interface enables our team to engage where necessary which results in us being more productive
Cons
- The sentiment tracking tool needs work, currently, it captures sentiment on only about 1% of posts
- Having to set up keywords and tags in advance takes time and could be made easier
- It would be great if it had the ability to monitor things reactively, having to input keywords means that if something happens that you had no visibility to before (PR issues) then you still need to search the Community natively.
- Sentiment and Tracx
We have tried other tools, Khoros Social Media Management seems to be the most robust and fits our needs best. Although there is still work to be done to make it better.
Khoros enables our small team to be more productive as it floats conversations that it identifies as needing attention
It works well for moderation, the Khoros moderation team can instantly 'ask for help' or escalate topics that need review by the management team
It works well for moderation, the Khoros moderation team can instantly 'ask for help' or escalate topics that need review by the management team
More than 5,000 per week
We have created agent dashboards to improve efficiency
We have created shared dashboards to easily monitor reaction to business updates
We have created multiple logins so that SMEs from around the business can log in and review data
The team can also collaborate easily using internal notes in the tool
We have created shared dashboards to easily monitor reaction to business updates
We have created multiple logins so that SMEs from around the business can log in and review data
The team can also collaborate easily using internal notes in the tool
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