Khoros Service
TL;DR
Khoros Service unifies customer conversations from social media, messaging apps, live chat, email, and voice into one agent desktop, pairing bots with human teams for large-scale digital care.
Key Facts
Pricing
Starting at Custom quote (annual subscription)
Khoros Service (Core)
- Unified omnichannel agent inbox
- Conversation routing & prioritization
- Tagging, labels & queue management
- Real-time reporting dashboards
Khoros Service Advanced
- Everything in Core
- Chatbots & automated responses
- AI-assisted prioritization
- CRM & help desk integrations
Khoros Suite Bundle
- Service + Khoros Communities
- Social listening & publishing
- Cross-team collaboration tools
- Shared customer insights
Additional Pricing Information
Khoros does not publish pricing — every plan is a custom quote on an annual contract, typically aimed at brands handling high message volumes across social and messaging channels. Expect enterprise-software pricing with implementation costs on top, and no free trial to evaluate it first.
Details
What is Khoros Service?
Khoros Service (formerly Lithium, then Khoros Care) is the customer-care half of the Khoros platform: an omnichannel engagement hub where social posts, direct messages, live chat, email, and voice conversations all land in a single agent desktop. Conversations are routed and prioritized by configurable rules — channel, topic tags, customer value, language — and bots handle the repetitive first line before handing off to human agents with full context. Because it sits alongside Khoros Communities and Khoros Marketing, a support team can see what marketing published and what the community discussed about the same product, giving everyone one picture of the customer. Reviewers score it 8.6 out of 10 across 230 TrustRadius reviews, consistently praising the unified inbox, tagging flexibility, and real-time dashboards while flagging dated UI, limited reporting depth, and keyword-level bot intelligence as the gaps. Pricing is quote-only on annual contracts and there is no free trial, so expect a sales-led evaluation. It fits brands handling high message volumes across public social channels best; smaller teams will find Freshdesk or similar dramatically cheaper.
Key Features
- Unified Agent Desktop — Every social, messaging, chat, email, and voice conversation in one queue
- Intelligent Routing & Prioritization — Route by channel, tag, sentiment, or customer attributes
- Bots & Automation — Keyword-based chatbots deflect common questions before agents engage
- Tagging & Labels — Flexible taxonomy for categorizing, tracking, and reporting on conversations
- Real-Time Dashboards — Live volume, SLA, and agent-performance monitoring
- Khoros Communities Integration — Deflect tickets through peer-to-peer community answers
- Cross-Team Visibility — Shared context with Khoros Marketing and Communities teams
- CRM Integrations — Sync conversations and customer data into your CRM of record
Who is it for?
- Mid-market and enterprise brands managing support across multiple social channels
- Teams juggling DMs from Facebook, Instagram, X, iMessage, and Google Messages daily
- Organizations running (or planning) a branded customer community alongside support
- Companies wanting care, marketing, and community teams on one platform
- High-volume operations that need clear conversation ownership and routing rules
Who is it NOT for?
- Small businesses — the enterprise contract and implementation cost overwhelm the value
- Email-first support teams (a classic help desk like Freshdesk fits better)
- Brands that need advanced conversational AI out of the box
- Teams needing deep per-channel analytics out of the box
- Anyone wanting to trial software before committing — there is no free tier
The Bottom Line
Khoros Service is built for exactly one situation: big brands fielding thousands of public-and-private messages across social channels every day. There it genuinely shines — the unified inbox, tagging system, and community integration are why reviewers keep it at 8.6/10 despite a dated interface and shallow reporting. Everyone else should walk away: no trial, no published pricing, keyword-era bots, and annual contracts make it a poor gamble unless social-first support at scale IS your business. If that's you, shortlist it against Sprinklr Service; if not, Freshdesk will do more for far less.
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