Khoros Social Media Management vs. Rival IQ

While I cannot say any scenarios where Khoros wouldn't be useful (when it comes to social media moderation), I can say it is very well suited for clients who have time constraints on their work. With the speed Khoros can pull in new content, we see issues for the client almost immediately.

Incentivized

I think it's a great tool to be used by any brand. The interface is user friendly, creating a safe space for account managers and social media managers alike. The only instance in where it wouldn't be optimal is if you're looking at very historical data, or tracking additional influencers (not competitors) or if you have multiple profiles (within 1 channel) to track.. But this suits our needs very well.

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

• Competitive analysis
• Data visualization
• Historical data

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

• Managing companies within your installation aren't always easy. You can map companies to landscapes, but if you run out of slots for companies (based on your subscription tier) you end up having to swap companies frequently to get the reporting you need.
• RivalIQ is competitively priced on a tiered structure, but if you want to add small sets of additional data within tiers, such as additional companies, the pricing is prohibitive as to force you into the next tier up.

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.

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

This is a really easy package to use and understand, once you've walked thru the interface. Onboarding is a must.

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

Support is continuous and very helpful. Email, phone, and chat support are always on and someone is always there to help. Your CSR will contact you quarterly to take your temperature and offer assistance or training, if necessary. Feature requests are taken seriously. They share their product development roadmap, which is a major plus.

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 demoed this platform as an alternative to Rival IQ and it has some of the similar features but the cost is much higher so it wasn't in our budget. If I had the choice, I might choose Falcon over Rival IQ because the visuals are much better than they are in Rival IQ.

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

• 80% increase in commercial proposals from clients due to the incorporation of Rival IQ data.

Incentivized