Khoros Service vs. Vantage Point

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.

Incentivized

It's great if you have a small contact center and are very comfortable with Vantage Point's coding, and you don't use Macs. Outside of that it can be a pretty tough platform to use. If you are running a large contact center or anything that will change much, I wouldn't recommend Vantage Point

Incentivized

• Manages and pulls in posts from communities, Facebook, and Twitter so we can address them in one place as opposed to logging into each site natively.
• Khoros Care has great analytics. I like the customizable dashboards; we use them for weekly reports to upper management.
• Khoros Care helps our social media manager manage and monitor our teams.

Incentivized

• Cheap - Vantage point is a very economic solution.
• Strong WFM models - Modified Erlang is great.

Incentivized

• 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.

Incentivized

• Predications are not accurate, much less than 80% they advertise
• Price point is high
• Try to charge you for indicators [that] would be free on literally any platform, MACD for example

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.

Incentivized

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.

Incentivized

It's always up.

No issues.

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

Incentivized

We didn't have a clear operating agreement, and whenever we would call or email them they would tell us they were working on something, then we wouldn't hear back. We could have solved the problems ourselves if we had known we needed to - poor communication

Incentivized

The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.

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

Incentivized

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.

Incentivized

We picked Vantage Point based on functionality and price. We wanted something that was purely wfm and not anything else. Vantage Point has an a la carte solution and is very economical. In some ways, the failure of Vantage Point for our application wasn't Vantage Point's fault. We didn't dedicate as many resources as needed. That said, we didn't feel we got any support from their team

Incentivized

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

Incentivized

• 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.

Incentivized

• Not much impact.
• Learned we needed to dedicate a full FTE to just program/manage Vantage Point.
• We eventually built our own scheduling tool since it was not intuitive.

Incentivized