Khoros Marketing vs. Tracx

The best it could be used for is running campaigns. Be it a product launch or be it any new event that you are hosting. If you need to quickly grab attention, then this might be your choice. Also the report given after the campaign is a good insight for improving your next campaign.

Incentivized

Tracx is best for influencer marketing tracking, where you need to track specific mentions of a keyword from specific people. Not sure it's the 100% solution for other social media aspects, but I have not explored many of those aspects, so I cannot be the end-all-be-all person to say when it isn't well suited

Incentivized

• Reporting is great - easy to create bespoke dashboards for multiple ways to view the data and trends in platform
• Onboarding and training - a good repository of knowledge articles for users to access on most aspects of the platform for self-learning
• The user-friendly and intuitive interface allows any user to quickly assimilate how to use the platform.

Incentivized

• Tracx is very user friendly. There is a bit of a learning curve but once that is established there are many opportunities to use Tracx to your brands benefit.
• There customer service team is exceptional. If I ever have a question regarding the platform I am able to reach out to our account manager and receive a reply the same day.

Incentivized

• Look and feel of the interface could use a refresh as it's not very exciting to use
• Improve analytics features and accuracy
• Facilitate bulk actions
• Better alerts/visibility of collaborative actions and assigned tasks
• Clearer communication around new feature releases and announcements

• Tracx is a little slow to pull in data. It could be a lot better although I understand it's pulling in a lot of metadata which other platforms don't pull.
• Tracx is not "real time", some of the sources take a little more time to get pulled in although I understand this is probably an API issue on the social network side.

Incentivized

There is no product like Khoros. Our company lives and dies by the analytics, and to date, we have not seen a more comprehensive analytics structure for any social media management tool. Khoros support is also fantastic, responding and resolving any and all questions, ideas, or complaints, usually in 24 hours.

Tracx is a solid software for identifying customer sentiment that would otherwise go unheard and undocumented by our company. We're able to report to our CEO the good and the bad with actual data and do so on an attractive interface. It is also essential in helping us prepare queries well in advance.

Incentivized

Khoros Marketing is very user-friendly and easy to navigate. The calendar visibility is the view I use most so I can see all posts going out on all of our channels. It allows us to time posts in a proper cadence so we don't overlap with other pressing content.

Incentivized

• We still experience a bit of downtime and slowness here but things have drastically improved in the last year with their feature updates and reconfigured hosting.

Khoros has greatly improved the performance of its SaaS products in the last 5 years. Their applications, including Conversations, Intelligence, and Experiences, all load quickly with real-time data. This performance is critical to provide meaningful, social customer support, and marketing. The performance maintains integrity even when you deploy powerful integrations like Salesforce Customer Relationship Manager.

Overall, support does a great job and is timely in their responses and efforts. We have had to contact support many times due to the Capture app. Some tickets have remained open for months, while others get resolved quickly. I understand this is not always up to support and they often have to wait for their engineering team to fix issues that we identified, but it's difficult to deal with issues that are affecting our workflow, especially for extended amounts of time.

Incentivized

• As a very early customer, we did not undergo formal training but worked closely with the team to get the system set up to do what we wanted. However, online training resources are now available with many blog posts / video lessons and tutorials.

it is important to note that my perspective is not necessarily common - I'm a geek/nerd/poweruser in general, so I found the online resources to be more than adequate (and often very aesthetically pleasing, too). That said, a less "geeky" person might struggle a bit.

The implementation team from Khoros were great - they worked hard to understand our somewhat complex organization, and were with us all the way through face to face meetings, user training, and technical training. We had a clearly defined account manager and implementation manager, who worked really effectively together and with us.

Incentivized

On some accounts that I am on, I use Asana in place of Khoros marketing but I much prefer Khoros Marketing. I prefer Khoros Marketing over Asana because I can post directly (and schedule posts) on Khoros but not on Asana. Also, I can moderate directly on Khoros but not Asana

I like the attention that we have from our team at Tracx. I like that unlike other tools we have tried Tracx allows us to publishing, listen, receive automated reports and track our competition in real time.

Incentivized

Khoros seems to struggle a little past a certain level of scale. More than 30 separate per day makes it difficult to view all content in the weekly calendar view, which is frustrating and could cause issues. However, the ability to schedule one post across multiple channels is hugely valuable and cuts down on a lot of duplicative work.

• Negatively impacted relationship with Khoros as they're notoriously difficult to engage with or able to produce viable results from our feedback.
• Negatively impacted KPI reporting, as metrics were inaccurate for six months.
• Negatively impacted resource management, as there've been so many restrictions with this platform that simple, day-to-day tasks take so much longer.

Incentivized

• We are able to see what people are saying about our brand on social media in real time and respond to it in a timely fashion.

Incentivized