6 Ratings
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Top Rated
33 Ratings
6 Ratings
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Score 6.7 out of 100

Khoros Communities (Formerly Spredfast + Lithium)

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Top Rated
33 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 9.4 out of 100

Likelihood to Recommend

Delighted

If you need a cheap solution and do not care too much about the data you are getting from your NPS program, then Delighted will do the trick. This does not seem to fit the needs of enterprise customers who want to go deep on data, segmentation, and quality feedback.
Jesse Brightman | TrustRadius Reviewer

Khoros Communities (Formerly Spredfast + Lithium)

The Khoros Community platform offers every feature you could conceivably ask for in forum software. It's appropriate for large communities that warrant a wide range of features and customization. It may be less suited to small, simple communities where many of its features are unnecessary. The out-of-box experience is acceptable, but I would recommend the assistance of a dedicated web developer to create a truly branded and tailored forum.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

Delighted
7.1
Khoros Communities (Formerly Spredfast + Lithium)
Themes
Delighted
6.4
Khoros Communities (Formerly Spredfast + Lithium)
Custom logo/branding
Delighted
7.8
Khoros Communities (Formerly Spredfast + Lithium)

Survey Reporting & Analytics

Delighted
7.8
Khoros Communities (Formerly Spredfast + Lithium)
Response tracking
Delighted
6.0
Khoros Communities (Formerly Spredfast + Lithium)
Data export
Delighted
8.8
Khoros Communities (Formerly Spredfast + Lithium)
Standard reports
Delighted
8.6
Khoros Communities (Formerly Spredfast + Lithium)

Survey Distribution

Delighted
7.0
Khoros Communities (Formerly Spredfast + Lithium)
Respondent restrictions
Delighted
7.0
Khoros Communities (Formerly Spredfast + Lithium)

Pros

Delighted

  • Customizable - you can choose how often to have this go out.
  • You can add in a variety of buttons and change the questions that you want to have in the survey.
Anonymous | TrustRadius Reviewer

Khoros Communities (Formerly Spredfast + Lithium)

  • Community - it has the robust functionality and all the bells and whistles that customers typically look for
  • Out-of-the-box widgets - there are a number of out of the box widgets, such as "Most recent threads" or "Unanswered questions" that can be easily deployed throughout the community. Depending on where you deploy them, e.g., homepage vs. a specific board, these widgets "narrow down" their content based on the context you are in.
  • Programmability - well-documented APIs that allow you to custom-program functionality
Veit Irtenkauf | TrustRadius Reviewer

Cons

Delighted

  • I would like to see more robust integrations with more software.
  • Reporting filters can’t be pre-configured or edited but instead, are based on column headers found in uploaded data. This can result in a messy dashboard.
  • Similarly, there are no usable options for reporting on date ranges, before/after dates, etc.
Anonymous | TrustRadius Reviewer

Khoros Communities (Formerly Spredfast + Lithium)

  • Content editor for moderators – you need to know HTML for adding custom content. Several editors don’t know HTML and it is hard to get it to look like they want. The WYSIWYG is very limited in the functions that it has. It falls on the site admin to do a lot of the adding of content. The client-side works fine – can format posts however they want.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Delighted

No score
No answers yet
No answers on this topic

Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities (Formerly Spredfast + Lithium) 10.0
Based on 3 answers
Data is very reliable, tool is fast and efficient.
Patrice Kong | TrustRadius Reviewer

Usability

Delighted

No score
No answers yet
No answers on this topic

Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities (Formerly Spredfast + Lithium) 7.3
Based on 2 answers
Like every backend, it can always be improved upon.The excellent thing is that Khoros have a hugely active customer support community as well as a fantastic case management system to triage support issues and requests. So regardless of your level of knowledge or familiarity, you're well supported out of the box.
Kate Fenerty | TrustRadius Reviewer

Reliability and Availability

Delighted

No score
No answers yet
No answers on this topic

Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities (Formerly Spredfast + Lithium) 9.0
Based on 1 answer
I've hardly ever seen downtime in any of their production communities. There's the occasional reboot needed for config reasons or if patches are applied, but these take place after customer approval and typically last only a few minutes.
Veit Irtenkauf | TrustRadius Reviewer

Support Rating

Delighted

No score
No answers yet
No answers on this topic

Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities (Formerly Spredfast + Lithium) 10.0
Based on 3 answers
They are responsive and proactive. They are really on top of things. They send personal emails to check in on you. It feels like they really know you. You only get emails from 3-4 people at Khoros – they must be customer assigned.
Anonymous | TrustRadius Reviewer

In-Person Training

Delighted

No score
No answers yet
No answers on this topic

Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities (Formerly Spredfast + Lithium) 9.1
Based on 1 answer
I think it is engaging and has good instructors.
Lili McDonald | TrustRadius Reviewer

Online Training

Delighted

No score
No answers yet
No answers on this topic

Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities (Formerly Spredfast + Lithium) 4.5
Based on 2 answers
It was out of the box training - pre-recorded/ not live. There was nothing for more advanced topics like APIs. They do have a good knowledge base and community that you can access and folks in there are responsive. I would however like more advanced training options.
Anonymous | TrustRadius Reviewer

Implementation Rating

Delighted

No score
No answers yet
No answers on this topic

Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities (Formerly Spredfast + Lithium) 10.0
Based on 1 answer
We were up against a hard stop with Jive’s contract ending and Khoros connected us with a deployment partner to do accelerated deployment using a template approach. It could have happened in 2 weeks. We did not end up going that way since we wanted more customization. Lithium handled technical stuff like migration, but a lot of the process is self-deployment. It’s one of the ways they teach use of the system is having the user self-implement.

Overall, the implementation was super easy to do. Doing single sign-on (SSO) was the only hard part. The implementation ended up taking nine weeks total, but in hindsight, we could have done in it six. Most of the implementation time was spent in course work, which consisted of on-demand training - approximately 7-8 hours that you are required for you to do, before they turn on the system. During this nine week period, about 50% of my time was spent on implementation.

We had a deployment manager who we were able to email 1-1. I leaned on him heavily. He was great at all hours, for example, they would call back at 7pm PST. They were very responsive.

Content migration strategy is important to consider. Moving from an existing community you need to strategically choose how your layout will be. Two different systems will have two different ways to format communities. For example, Jive has communities with sub-communities, whereas Khoros has community, category, and boards.

Contact migration is also an important consideration. You need to think through how you are going to move contacts from your old community to a new one. For example, are you going to create new logins and passwords? We were hoping to use the integration with Salesforce.com to be a portal, but ended up using an in-house solution that works well to maintain same the same logins. The next related question is are you going to be able to keep them connected to all the posts in your old community? We migrated old posts. If you have a tech-savvy team, you can do a self-migration. Khoros has a migration services team that we utilized. It cost us $10k to move content and posts were kept tied to the user.

The next consideration is your launch/promotion plan. Khoros helped us out and gave us a lot of examples. They shared pre-launch email dates, follow-up emails, FAQ pages (e.g. to explain why switching, why better).
Anonymous | TrustRadius Reviewer

Alternatives Considered

Delighted

Delighted is very easy to use, for both our organization and our customers. There was little, if any, learning curve to figure out how to use most of its features. On the customer end, it's as simple as opening your email and tapping a rating. This makes customers more likely to respond and provides us with more data to work with. Other survey services we have tried are not that simple and we have gotten a much better response rate with Delighted.
Dave Becker | TrustRadius Reviewer

Khoros Communities (Formerly Spredfast + Lithium)

I was not part of the Khoros negotiation upfront, however, from what I have been able to take away. Khoros is the best in class Community expert. The relationship we have with the team continues to be a positive one which is not always the case. The team has been attentive to our growth pace..jumping in and providing support at the right times and sharing insights to help drive change and overall awareness.
Lillian Laporte | TrustRadius Reviewer

Scalability

Delighted

No score
No answers yet
No answers on this topic

Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities (Formerly Spredfast + Lithium) 8.3
Based on 12 answers
The platform offers extensive customization so anything you think of it is most likely possible. Customization like this does require developer support however but once engaged they will be able to leverage quality documentation and an active customer community (Khoros Atlas) that can help them accomplish their tasks. In terms of handling crisis or high-volume events, I have experienced a few of these using this platform and each time Community remained stable and snappy.
Ty Williams | TrustRadius Reviewer

Return on Investment

Delighted

  • Negative ROI - this cost myself and my team way too much time, effort, and energy to ensure we were getting the right data. We make too many business decisions and customer communications based on our customer feedback programs, and data cleanliness - or lackthereof- truly made this a tough buy.
Jesse Brightman | TrustRadius Reviewer

Khoros Communities (Formerly Spredfast + Lithium)

  • Drive adoption & SEO - 95% of our visitor traffic comes from organic search. We believe Khoros does something right to drive this much traffic.
  • Drive support scale and case deflection - Answers can be marked as solutions. Solution visual clues show up both on Google Search and in the platform - making it easier for members to find the right answers.
Claire Flanagan | TrustRadius Reviewer

Screenshots

Pricing Details

Delighted

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Delighted Editions & Modules

Edition
Survey 100 people/month$25
Survey 750 people/month$49
Survey 2500 people/month$99
Survey 5000 people/month$149
Survey 10,000 people/month$249
    Additional Pricing Details
    10% discount with annual payment. Contact the vendor at hello@delighted.com for custom pricing.

    Khoros Communities (Formerly Spredfast + Lithium)

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    No

    Khoros Communities (Formerly Spredfast + Lithium) Editions & Modules

    Additional Pricing Details
    Pricing is variable based on the needs of the customer.

    Rating Summary

    Likelihood to Recommend

    Delighted
    5.3
    Khoros Communities (Formerly Spredfast + Lithium)
    8.6

    Likelihood to Renew

    Delighted
    Khoros Communities (Formerly Spredfast + Lithium)
    10.0

    Usability

    Delighted
    Khoros Communities (Formerly Spredfast + Lithium)
    7.3

    Reliability and Availability

    Delighted
    Khoros Communities (Formerly Spredfast + Lithium)
    9.0

    Support Rating

    Delighted
    Khoros Communities (Formerly Spredfast + Lithium)
    10.0

    In-Person Training

    Delighted
    Khoros Communities (Formerly Spredfast + Lithium)
    9.1

    Online Training

    Delighted
    Khoros Communities (Formerly Spredfast + Lithium)
    4.5

    Implementation Rating

    Delighted
    Khoros Communities (Formerly Spredfast + Lithium)
    10.0

    Scalability

    Delighted
    Khoros Communities (Formerly Spredfast + Lithium)
    8.3

    Add comparison