Khoros Service offers omnichannel engagement on publicly available channels like social, digital, chat, and voice, as well as owned online communities like Khoros Communities. The solution offers 1-to-1 and 1-to-many engagement with customers and consumers, bringing together automation through bots and human agents. Customer inquiries and support-related conversations can be routed and prioritized based on a variety of parameters, and the robust agent desktop solution…
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Smartsupp
Score 9.3 out of 10
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Czech company Smartsupp offers a live chat tool with a free version. The paid versions include visitor tracking and recording, and agent performance statistics.
$20
per month 100 to 200 live chat conversations per month
Pricing
Khoros Service
Smartsupp
Editions & Modules
No answers on this topic
Ultimate
$239
per month
Standard
starting at $20
per month 100 to 200 live chat conversations per month
Pro
starting at $30
per month 100 to 800 live chat conversations per month
Offerings
Pricing Offerings
Khoros Service
Smartsupp
Free Trial
No
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
Optional
Optional
Additional Details
Pricing is variable based on the needs of the customer.
Discount available for annual pricing.
More Pricing Information
Community Pulse
Khoros Service
Smartsupp
Features
Khoros Service
Smartsupp
Chat Analytics and Reports
Comparison of Chat Analytics and Reports features of Product A and Product B
If you need a content management system that allows you to add a wide variety of label categorization and have multiple users logged in at the same time, Khoros Care is suitable. However, I cannot say that it's the best system to use. There are other systems that have the same or similar features without as many issues.
Services that require immediacy will be a good match.Also, since it is easy to use with smartphones, it will work well for young people who are used to chat-based communication.The ability to get an immediate response may replace phone-based customer support.I thought it would work well with customer support because it keeps a good history, etc.
I would like to be able to see deleted comments/tweets so we can look into the issues.
I would like to be able to better customize dashboards for our exact metrics. Some things previously available in Spredfast are no longer available in Care.
Simply, there isn't anything on the market that is quite as personable as Khoros Care. After using a few different client messaging systems, this program gave the closest feel to in-person interaction that we could get during the COVID-19 epidemic and is an important part of our agency still to this day in 2023.
The ability to auto tag, manually tag, make notes, and "snooze" posts is extremely helpful. The efficiency of the work flow for agents is also a huge plus. It keeps agents moving quickly and prioritizing responses for the cases that need it most.
Smartsupp fulfills all forms of customer integration that I expect from an application. I have used other solutions before, but they were usually not complete in one product or some of the options were very truncated, probably at an additional cost, which did not necessarily have an attractive effect on the overall offering.
Khoros Support has always very responsive and helpful when it comes to getting my issue/inquiry addressed. Their ticket portal is great for tracking any open tickets and they can be updated via the portal or by responding to the email thread. Support reps are always extremely knowledgeable and care about getting you taken care of
Implementing the platform was not a big hassle for our client, it was seamless and easy we just had to follow a few steps and it was done. Just scaling was a bit of an issue but it got resolved with time and a bit of effort at both ends
Multi-Channel Support:Khoros Care: Known for its ability to manage customer interactions across various channels, including social media, messaging, and more.Comparison: Evaluate how well each platform supports the channels most relevant to your business, whether it's email, social media, live chat, or others. Automation and Workflows: Khoros Care: Offers workflow automation features to streamline processes and handle routine tasks.Comparison: Compare the level of automation capabilities each platform provides and how well they align with your business processes.
Smartsupp is easier to use than Tidio live chat, it has a lot of integrations, mobile application on which you can conversate everywhere. Mobile app is easy to use. Chatbot is doing its job.
Of course as the company grows owing to its growing customer base, they need to think of out-of-the-box solutions to offer its clients and customer satisfaction is one of them. Retention is very much needed in competitive environment like today and hence it becomes imperative for companies to find different ways to reach their client basis and fix their issues
We have seen a positive shift of customers from reaching out to the Call Centre to the Social Care Team.
Monthly and Annual Reporting to keep track of performance and stats related to the team has been much easier to highlight areas for improvement (month2month and anually)
CSAT/NPS Survey results have increased via Khoros Care in comparison to the Call Centre.
