Khoros Care Pricing, Features, Reviews & Comparison of Alternatives

Khoros Care

Digital and social media customer care for enterprise

4.8/5 (5 reviews)

Khoros Care overview

What is Khoros Care?

Khoros Care is a customer care platform that allows enterprises to provide multi-channel communication using agents and bots. Features include smart workflows, operational analytics, crisis detection and mitigation, conversation insights, multi-level prioritization, performance metrics, and more.

Khoros Care enables authentic, real-time conversations with both agents and bot assistants at any volume through a variety of platforms including own-brand mobile apps and websites, WhatsApp, Apple Business Chat, WeChat, Facebook Messenger, SMS, reviews, and social media channels. With automated labeling, customer support chats can be routed to agents depending on factors including actionability, sentiment, language, source, and content tags, ensuring customers are connected with the most appropriate agent.

The Khoros Care platform monitors social sentiment and keywords in order to take action on issues and control the customer experience during crisis. This also enables agents to remain within service level agreements (SLA's) despite spikes in traffic. With advanced agent performance metrics, businesses can manage and ensure the quality of the customer experience and make data-driven decisions to carry out changes and improvements.

Khoros Care gathers sentiment analysis, deep conversation insights, and past data from communications between customers and agents to continuously evolve and develop the machine learning capabilities. This enables businesses to enhance the customer service experience with the platform's chatbots and continuously improve AI capabilities.
www.lithium.com

Pricing

Value for money
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Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, China and 5 other markets, India, Japan, Germany, Brazil, Mexico

Supported languages

English
Khoros Care screenshot: Khoros Care prioritized to-do listsKhoros Care screenshot: Khoros Care single engagement hub
Khoros Care screenshot: Khoros Care advanced workflows and operational insights

Khoros Care reviews

Excellent
4

Very good
1

Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  4.8
  4.6
  4.2
  4.8
Fernando Gómez Fermín

A great help to manage the content of social media

Used weekly for 6-12 months
Reviewed 2018-02-27
Review Source: Capterra

Pros
It is a very useful tool to control and monitor the contents of social networks and offer an immediate response and a better customer support service, it is easy to use with a friendly platform that also allows assigning a specific content to the work team

Cons
You have to improve the post tracking tool, in addition to the use of automatic words and tags so that you do not miss any information that is not within the content that interests us

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Tim Rossback

An enterprise-grade CRM for large customer base companies

Used daily for 1-2 years
Reviewed 2019-08-02
Review Source: Capterra

Pros
Khoros Care has a great User Interface and is powerful in responding cross-channels. The ability to connect customer profiles to external tools as well is great.

Cons
Khoros Care has a lot of tiny bugs and nuisances that aren't high enough of a priority/impact for Khoros/Lithium to fix them.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Valle Gonzalo

Good experience although we continuos learning

Used daily for 1-2 years
Reviewed 2018-02-22
Review Source: Capterra

Pros
- It is easy to use in the first step - If you can use the fasttrack point you can see that are very useful

Cons
- When you need to do special things the tool it's a little bit more complicated. - I would like to see the same structure in LSW that the structure that I have in the community. This must be happen in real time. - I would like to have the tool in spanish.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Alberto Jose Lozada Quero

One of the best platforms to manage social media

Used weekly for 6-12 months
Reviewed 2018-02-18
Review Source: Capterra

Pros
Is a very friendly platform, easy to learn to use, it is a very useful tool to handle a large number of aspects of social media, it allows you to track and analyze the different data, conversations and volumes of aspects that are made in the media

Cons
The platform does not present major problems, perhaps certain aspects of the mobile application could be improved much more to facilitate and expand its use

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Anonymous

Simple.

Used weekly for less than 6 months
Reviewed 2018-07-10
Review Source: Capterra

Pros
It's intuitive. I downloaded it, installed it, and it guided me through exactly how to get started with it.

Cons
I suppose the banality of social media in general, but that's not really a knock on the application.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Khoros Care pricing

Please contact Khoros directly for pricing information.

Khoros Care features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
Chat
Monitoring
Multi-Channel Communication
Multi-Language
Social Media Integration
Third Party Integration
Workflow Management

CRM Integration (91 other apps)
Customizable Branding (124 other apps)
Email Integration (103 other apps)
Instant Messaging (102 other apps)
Knowledge Base Management (105 other apps)
Real Time Monitoring (77 other apps)
Reporting & Statistics (131 other apps)
Support Ticket Management (80 other apps)
Surveys & Feedback (90 other apps)

Additional information for Khoros Care

Key features of Khoros Care

  • Activity dashboard
  • Automatic notifications
  • Collaboration tools
  • Community management
  • Content syndication
  • Conversation threading
  • Custom user interface
  • Customer satisfaction (CSAT)
  • Customer service analytics
  • Customized keywords
  • Data visualization
  • Drag & drop interface
  • Editable approval process
  • Email alerts
  • Email notifications
  • Engagement metrics
  • Intelligent filtering
  • Language detection
  • Language, sources & content tags
  • Live trends
  • Mobile alerts
  • Net promoter Score (NPS)
  • Post-resolution feedback automation
  • Prioritization
  • Queue manager
  • Real time analytics
  • Real time data
  • Social media integration
  • Third party integration
  • Workflow management
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Benefits

• Khoros Care gives agents the ability to engage fluidly between in-app and web messaging, messaging apps, social channels, reviews, and community.

• With Khoros Care, users can scale digital care and take appropriate action with operational metrics and customer experience analytics.

• Khoros Care enables authentic, real-time conversations with empowered agents and bot assistance to increase customer satisfaction.

• Monitor social volumes, sentiment, and keywords with Khoros Care to take action and maintain customer experience during crisis.