Khoros Service vs. Olark

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

If you want to have the option to chat on your company website and keep track of those chats, the customer's satisfaction, your employees' capabilities and the repetition of certain inquiries, Olark can truly help your business. We have 4 employees at any given time dedicated to our chat function during business hours. After hours if offers the option to send our customer service team an email with your question on your behalf. Everyone wins.

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

• Its ease of use and simple design is a huge plus.
• Their customer support is top notch. They have always been super responsive and helpful.
• Past chats are stored and easy to search.
• It's easy to customize to fit the look and feel of your website.

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

• There is not a way to add a queue. We have guests that get a little impatient when we are very busy. This would allow for the guest to know that we are working on getting to them and not ignoring them.
• We have experienced outages this past year, and the communication in regards to what is happening is not the best.

Incentivized

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

I think it's a great feature to be more in touch with a customer base - it saves time, money, and is often extremely effective in terms of answering customer questions and addressing concerns. Although the subject of product renew is not necessarily in my hands, I strongly advocate for the program's future use

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 is simply easy and customizable to be exactly what you need it to be

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

I've used the Olark knowledge base and searched online for help on questions I had. The help section is easy to use. I have found most of the answers I need within minutes. Plus their help section has a chat feature in a box on the same level as the answers so when I did need more help it was right there for me. (didn't need to search for it on another part of the page) This box has a link to open a support ticket, twitter link for quick answers, and a systems notice

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 did use Zendesk chat for a short time but switched to Olark when a colleague suggested Olark was simpler. We were looking for a chat solution that was easy to understand and use visually, plus easy to switch between multiple people when taking turns monitoring chat. And we liked how it fit on the screen of the website - easy to see but not intrusive

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

• Positive impact on employee payroll. We would have to hire at least 1 or 2 more employees if we no longer offered Live Chat support.
• I don't believe that Olark had any negative impacts on the business. We simply outgrew the platform.

Incentivized