A complete look at a customer's journey.
July 18, 2023
A complete look at a customer's journey.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Communities
Provides the analytics to ensure we are providing customers with the support information that may be missing from our website. For example, we take the highest searched terms to determine a possible gap within our support articles. We look at the current content that we are serving our customers, and based on the information given to us by our customers and the deep dives on gaps, we can better the SEO, update/refresh the copy, and pinpoint why customers' issues are not being solved.
- Provide a list of keywords that customers are using.
- Indication of the health of the community.
- Topic management with the use of labels.
- Distinguishing between bots and humans; not providing accurate numbers on activity on the forum.
- We have seen an increase in our website's use and fewer calls to a live agent. We have had a 12% decrease in calls.
I don't deal with Khoros Support directly.
I am not directly involved with the community operations. My access was given specifically to gather information to support our website.
- Product feedback
Based on keyword searches used in our forums, we can extrapolate that data to what a customer may be using on a search engine. We can then determine what a customer sees when they search for a topic and if the content is the correct item to show them. This provides a level of feedback that might be overlooked, otherwise. We then have an opportunity to fix an issue that would normally not be apparent.
I'm not involved in this aspect. However, based on some things I've seen in the forums, there are specific users that are rising to the top of the user base, and at the very least, it provides a positive feeling knowing we are garnering a community that is looking out for each other.
Do you think Khoros Communities delivers good value for the price?
Not sure
Are you happy with Khoros Communities's feature set?
Yes
Did Khoros Communities live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Khoros Communities go as expected?
I wasn't involved with the implementation phase
Would you buy Khoros Communities again?
Yes