Websites using Lithium

Okay, let s break down Lithium (now Khoros) across those categories:

Important Note: In 2019, Lithium Technologies was acquired by Vista Equity Partners and merged with Spredfast. The combined entity was rebranded as Khoros. While some legacy references to Lithium may still exist, it s crucial to understand they now operate under the Khoros banner. This overview focuses on Khoros, acknowledging its roots in Lithium.

1. Overview of Khoros (formerly Lithium)

• What it is: Khoros is a leading customer engagement platform. It s designed to help businesses build stronger relationships with their customers across digital channels. The platform offers tools for social media marketing, online community management, customer care, and more. It aims to provide a unified view of the customer and enable personalized experiences.

• Key Features:

  • Social Media Management: Scheduling, publishing, listening, analytics, and reporting across various social networks.
  • Community Management: Creating and managing online forums, Q&A sections, and knowledge bases.
  • Customer Care: Social customer service solutions, including routing, case management, and agent tools.
  • Messaging: Integrate with messaging apps to provide conversational support
  • Analytics & Reporting: Data-driven insights into customer behavior, engagement, and platform performance.
  • AI Powered tools: Tools to improve workflows and deliver better experiences

• Target Audience: Large enterprises and mid-sized businesses across industries such as retail, financial services, technology, healthcare, and telecommunications. Companies that need to manage a large volume of customer interactions and want to foster brand loyalty.

2. Revenue

• As a privately held company (owned by Vista Equity Partners), Khoros does not publicly disclose its specific revenue figures. However, industry estimates suggest they are a significant player in the customer experience platform market, with revenue likely in the hundreds of millions of dollars annually.

• Revenue Model: Subscription-based pricing, typically based on the number of users, the features selected, and the volume of interactions.

3. Alternatives to Khoros (formerly Lithium)

The customer engagement platform landscape is competitive. Here are some key alternatives:

• Salesforce Service Cloud: A comprehensive CRM platform with robust customer service and social media capabilities.
• Sprinklr: A unified customer experience management (Unified-CXM) platform covering social media, marketing, advertising, research, and care.
• Hootsuite: A popular social media management platform with features for scheduling, monitoring, and analytics.
• Sprout Social: Another strong social media management platform with a focus on customer engagement and analytics.
• Qualtrics: Focuses on Experience Management (XM), with tools for surveys, feedback analysis, and customer insights.
• Zendesk: A customer service platform with ticketing, live chat, and knowledge base features.
• Oracle Service Cloud: A comprehensive customer service platform with omnichannel support and knowledge management.
• Microsoft Dynamics 365 Customer Service: A CRM solution with customer service, field service, and project service automation capabilities.

Factors to consider when choosing an alternative:

• Specific needs: What are your primary goals? Social media marketing, community management, customer care, or a combination?
• Budget: Pricing varies significantly between platforms.
• Integration: Does the platform integrate with your existing CRM, marketing automation, and other systems?
• Ease of use: How intuitive is the platform for your team to learn and use?
• Scalability: Can the platform scale to meet your future needs?

4. Pricing

• Khoros uses a subscription-based pricing model.
• Pricing is customized based on:
  • The number of users who will access the platform.
  • The specific modules and features selected (e.g., social media management, community management, customer care).
  • The volume of interactions (e.g., social media mentions, support tickets).
• Due to the customized nature of their pricing, you ll need to contact Khoros directly for a quote. Expect a significant investment, particularly for enterprise-level deployments.

5. Customer Care Details

• Khoros emphasizes customer success and offers various customer care resources.
• Support Channels:
  • Online Help Center: A comprehensive knowledge base with articles, tutorials, and FAQs.
  • Community Forums: A platform for customers to connect with each other, share best practices, and get answers to questions.
  • Technical Support: Access to technical support via phone, email, or chat (depending on your subscription level).
  • Professional Services: Consulting and implementation services to help customers get the most out of the platform.
  • Customer Success Managers: Dedicated customer success managers to provide guidance and support.
• Training: Khoros offers training programs to help users learn how to use the platform effectively. This includes online courses, webinars, and in-person training.
• Service Level Agreements (SLAs): Khoros typically provides SLAs to guarantee uptime and response times for critical issues.

Key Takeaways

• Khoros is a powerful customer engagement platform suitable for large and mid-sized businesses.
• It offers a comprehensive suite of tools for social media management, community management, and customer care.
• Pricing is customized and can be substantial.
• They offer a range of customer care resources and support options.
• Consider your specific needs, budget, and integration requirements when evaluating Khoros against its alternatives.

To get accurate and up-to-date information about Khoros, visit their official website (khoros.com) or contact their sales team directly. They can provide detailed pricing, product demos, and case studies.