Khoros Care Reviews

Pros

Having all my social channels in one place, Facebook, LinkedIn, Instagram and Twitter, makes a big difference. I can reply to customer questions in real time which really helps improve the overall customer experience. It also comes with useful reports that show service levels, response times, total traffic received and how much of it was answered.

Cons

The downside is that you have to spend extra if you want to add more accounts.

Pros

Platform brings all of the company's social media pages, including Facebook, Twitter, Instagram and LinkedIn, into one place. This means customer queries from any channel are received and responded to by administrators in real time. It also includes a reporting tool that provides useful insights into agent productivity, including the number of responses, response times, service levels, total traffic received and the amount of traffic responded to.

Cons

Up to this point the application has done exactly what I need it to do and I honestly haven't run into anything to dislike.

Pros

Built to fully support digital customer service, this platform feels powerful and very simple to use. It handles workflow management exceptionally well with queue management, priority routing and configurable automatic routing for incoming traffic instead of allowing "cherry-picking." The reporting and analytics tools are especially strong, giving you detailed insights and granular performance metrics. It also integrates really well with all your social channels.

Cons

One thing still missing is customizable report templates for historical raw data exports.

Pros

User interface is excellent and the platform is very capable when it comes to responding across multiple channels. Being able to link customer profiles with external tools is also a big advantage.

Cons

There are quite a few small bugs and minor annoyances but they do not seem to be considered important enough by Lithium to get fixed.

Pros

Right from download and installation, everything felt simple. The app walked me through each step clearly and showed me exactly how to get started without any confusion.

Cons

If anything my only complaint would be the usual banality that comes with social media in general but that's not really an issue with the application itself.

Pros

Keeping track of social network content with this tool has been really useful especially for monitoring activity and responding right away with better customer support. The platform feels user-friendly, it's simple to work with and it also makes it possible to assign specific content to different members of the team.

Cons

The post tracking feature still needs improvement and the handling of automatic keywords and tags should be better so important information outside the exact content we're following doesn't get missed.