Good Customer Service Goes a Long Way
Updated May 08, 2018

Good Customer Service Goes a Long Way

Michele Arduengo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • Conversations
  • Intelligence

Overall Satisfaction with Khoros Marketing (Formerly Spredfast + Lithium)

Across global marketing departments.

Pros

  • Constantly updating and improving their product to keep it current and leading edge.
  • Training modules are excellent, constant training on updates, low barrier of use for people to adopt the platform.
  • Prompt technical support.

Cons

  • Much is done remotely, more person to person check-ins between client reps and clients would be nice.
  • I would love to be able to edit posts directly from Khoros after publishing instead of needing to go into the native platform to fix typos, etc.
  • It's expensive, but it has enabled our global social media to be more coordinated and collaborative. We've gained a great deal of efficiency
This platform gives us plenty of room to grow and add routing, regulatory requirements. It will accommodate adding customer/technical service units for customer care as well, and it is easily expanded as new global branches come online with social media.
Sprout Social could not integrate with Microsoft Dynamics when we were evaluating the platforms. Sprinklr and Khoros were the top two platforms we investigated; Khoros appeared to have better customer service, which is something we value highly. We use Meltwater for PR purposes and keep an eye on their social platform. However, when we were first looking at Spredfast and the other platforms, Meltwater was not a serious player in the social space. Kumfo has a relationship with Sitecore, the platform we use for our web site. For that reason, I keep an eye on them as well.
I think that you need to be a company of a certain size before the platform makes sense. We are probably at the smaller end of that effective scale. It has been a great tool to roll out globally. Our branch offices have adopted with minimal difficulty. Khoros has been great--even sending speakers to Madison when we had our entire global team together for a meeting.

Khoros Social Media Management Feature Ratings

7.7
Boolean keyword searches
9
Filtering out noise/spam
7
Sentiment analysis
Not Rated
Broad channel coverage
7
8.5
Content planning and scheduling
9
Audience targeting
8
Workflow management
Not Rated
9.0
Automated routing and prioritization
Not Rated
Customer interaction histories
9
Bulk actions
Not Rated
9.0
Lead generation
Not Rated
Content marketing
9
Campaigns and promotions
9
9.6
Twitter
10
Facebook
10
LinkedIn
8
Google+
10
Instagram
10
Pinterest
Not Rated
YouTube
Not Rated
9.0
Campaign success analytics
9
Real-time tracking
8
Competitor analysis
10
10.0
Role-based user permissions & privileges
10
Mobile access
10

Using Khoros Marketing (Formerly Spredfast + Lithium)

20 - Marketing, Corporate communications
  • social editorial calendar management and campaign planning
  • evaluation of campaign performance, high- or over-performing content, identification of influencers
  • social customer care and response
  • We have been able to use the Intelligence leaderboard to identify over-performing content from scientific publishers that our customers typically follow and use that craft an agile, newsroom strategy for content creation
  • We are able to obtain VOC from social listening
  • Managing promotions or contests
We are extremely happy with the product.

Khoros Marketing (Formerly Spredfast + Lithium) Implementation

The Khoros team was friendly and approachable. They have a well defined process for implementation.

Khoros Marketing (Formerly Spredfast + Lithium) Support

They are incredibly responsive, with same value toward customer and tech support that we have. Rarely do I see this in a vendor. Even though we are probably one of their smaller accounts, they have taken the time to visit us on site and work with our branch marketing and social media managers. Additionally, they have offered several phone tutorials on the features of the platforms that we are using which have been incredibly helpful--I learned quite a few tricks and tips that have helped me get more from the too.

Using Khoros Marketing (Formerly Spredfast + Lithium)

It's an intuitive platform. The capture app has been wonderful--allows me to get social content from events all over the world without needing to pay for platform access for everyone in the company.

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