Khoros Communities: Building Engaging Online Spaces for Connection and Collaboration
Khoros Communities offers a platform for building and managing online communities, where we, as an organization, can create a space for …
Overview
What is Khoros Communities?
Lithium Community is a fully-featured community platform and is focused on the needs of marketers. Lithium most often competes with Jive Team Collaboration and Get Satisfaction.
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What is Khoros Communities?
Lithium Community is a fully-featured community platform and is focused on the needs of marketers. Lithium most often competes with Jive Team Collaboration and Get Satisfaction.
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://khoros.com/platform/communities…
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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What is Khoros Communities?
Khoros Communities enable organizations to host a space where people find answers, develop expertise, share experiences, and build a brand.
The vendor states that Khoros powers over 400 of the world’s most recognized brands, and boasts 20+ years of experience, the most robust feature set, enterprise scale and security, and a dedicated services teams who aim to ensure a brand's community will reduce support costs, delight customers, and grow business.
They state Khoros Communities key benefits are to:
Attract more visitors & build trust
- Be easier to find & provide peer validation by hosting authentic conversations on your digital property. The average Khoros community gets 74% of traffic from public search and converts visitors at a higher rate than static websites.
Accelerate resolution to delight customers while reducing costs
- Create a hub for your customers to connect with experts, learn, and get answers to their questions at any time, in any region. The vendor says users can deflect at least 10% of calls that would otherwise go to the customer service call center.
Innovate faster with constant customer feedback
- Iterate rapidly and uncover new ideas from a dedicated pool of domain experts who are invested in your success.
Deliver expert community management
- Nurture large, engaging communities with the most advanced moderation tools, content management, analytics, and expertise that provide quantifiable business value through customer acquisition, retention, and growth.
Khoros Communities Features
- Supported: Forums
- Supported: Ability to verify solutions
- Supported: Ideas
- Supported: Question and Answer
- Supported: Contests
- Supported: Blogs
- Supported: Knowledge Bases
- Supported: Enhanced Moderation Tools
- Supported: Fully Customizable
- Supported: Sophisticated Ranking and Incentivization
- Supported: Native Mobile Support (Responsive UI)
- Supported: Multiple user permission levels
- Supported: Easy to use REST API
- Supported: Spam prevention
- Supported: SSO integration
- Supported: Groups
- Supported: Content Syndication
- Supported: Support for multiple languages
- Supported: Support for multiple instances
- Supported: Rich media support
- Supported: Promoted search results
- Supported: Federated search
- Supported: Historical and Real Time Analytics and Shareable dashboards
- Supported: Notifications and personalization
Khoros Communities Screenshots
Khoros Communities Videos
Khoros Communities Integrations
- SAP CRM discontinued
- Adobe Analytics
- Salesforce Sales Cloud
- Salesforce Marketing Cloud
- Adobe Marketo
- Salesforce Customer 360
- Microsoft Dynamics
Khoros Communities Competitors
Khoros Communities Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android, Mobile Web |
| Security |
Khoros Communities Downloadables
Frequently Asked Questions
Lithium Community is a fully-featured community platform and is focused on the needs of marketers. Lithium most often competes with Jive Team Collaboration and Get Satisfaction.
Higher Logic Thrive, Gainsight Digital Hub, and Higher Logic Vanilla are common alternatives for Khoros Communities.
Reviewers rate Product Scalability highest, with a score of 8.4.
The most common users of Khoros Communities are from Enterprises (1,001+ employees).
Khoros Communities Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 0% |
| Mid-Size Companies (51-500 employees) | 10% |
| Enterprises (more than 500 employees) | 90% |
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Reviews
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July 21, 2023
Communities Developer Review
I used the Khoros Community Platform for Community Development and Enhancements but there are a few APIs that are currently not available and needs to be there in place, for example, we don't have an API to get bonus points leaderboard or even sort the users with there bonus points. Rest this is one of the best platforms for Communities.
- Easy operations and API calls management
- Ranks and Roles are superbly managed
- Easy to manage the community from Studio and Admin side
- APIs for various things still need to be added like "order by bonus_points" in users' object
- the time range for user bonus_points to find monthly/yearly highest bonus_points achiever
- Front-end to be developed on Reactjs
July 18, 2023
Khoros end user review.
Connecting members with various groups and products that are bought and sold. We use this for data research and sentiment of new features and existing ones as well.
- Good Support team.
- Simple layout.
- Easy SEO options.
- Backend admin tools.
- More out-of-the-box capabilities.
- Faster turnaround on support tickets.
July 12, 2023
The heartbeat of Qlik
We use Khoros for our online user Communities. Users of our software products leverage the Community to collaborate and ask questions on the Qlik products they use. We now have the Community the front end to Qlik Support Cases. In addition to the forums, we use groups for topics, industries as well as local languages. We also are heavy users of event promotions. We view the Qlik Community to be the heartbeat of Qlik.
- The use of labels allows us to categorize
- The use of multiple forums in order to narrow down our audience with a company that has multiple products
- Allows customizations in order for us to make our Community unique
- The ability to share a piece of content across multiple forums. This was a functionality that Jive had before Lithium acquired them
- A way to provide video transcripts for accessibility reasons. We have to jump through hoops and find our own way to ensure our company is compliant.
- The technical support we receive is not nearly as good as it should be. Turnout and follow-up is most times very slow and the communication is not good. There is rarely an offer to get on the phone to discuss a problem and this causes a lot of miscommunication and delays. This would be my top area of improvement to see.
- Event module to have the abiltiy to show on demand events without a work around.
- The ability email all members of any group
November 29, 2022
Khoros Communities - a solution if you're looking to scale
Our community platform is used by multiple departments, including marketing and sales. Currently it supports both our support forums as well as our online groups, AMAs, some blogs, and engagement focused content. Currently it's the most adopted solution for creating and serving community within our company. The product is used to create opportunities for, and encourage, peer to peer support, self service support, and connection amongst members.
- Granularity of permissions
- Ease of creating new boards / categories templates
- Strong toolbar for formatting text and adding images
- Need a developer to get the most out of your site / customize it
- The support team is not world class (room for improvement in response time & quality of responses)
- You can only add one poll at a time to the entire site
Khoros Communities is used to moderate the number of support cases filed by customers. This is happening across 7 product lines, addressing 3 types of personas: mechanical engineers; end-users; system admin for large product lifecycle management installations; developers. Additionally, we collect product ideas from users to feed a backlog of ideas.
- Conversations starting with a problem or question, ending with a reply that is accepted as a solution
- Taxonomy of categories, subcategories and board, + labels and tags for taxonomy.
- Customization of gamification (rank, badges)
- Product ideas: Insufficient capabilities to filter and select ideas when there are 1000s of ideas that are relevant to a group of product managers
- Can't move topics from a forum to a TKB and vice versa
- Some users and stakeholders would like to use the community as a social network to proactively connect with users of a specific profile/specialty. I find this difficult to accommodate since the platform's main purpose is not about social networking like LinkedIn.
Our Community was designed to be a Support style community. We put emphasis on Accepted Solutions and having our members find and get access to information as fast as possible.
Support in our Business is an additional fee, so having the community to support Trial/Lite users or even more advanced paying users is great for us to have where customers can support other customers with 1 to many.
We also use the Idea Exchange which quickly became one of the most popular areas in the community. The ideas started flowing as soon as it went live and has come with it's own set of problems.
Support in our Business is an additional fee, so having the community to support Trial/Lite users or even more advanced paying users is great for us to have where customers can support other customers with 1 to many.
We also use the Idea Exchange which quickly became one of the most popular areas in the community. The ideas started flowing as soon as it went live and has come with it's own set of problems.
- Their own Community, Atlas, is a good way to learn and interact with other customers and professionals in the industry.
- Their release cadence is pretty consistent with no updates coming out every few months. The release notes are decently filled out with links to more specific documentation.
- The Khoros Communities platform is also very solid. It's their main product offering and has a lot of out-of-the-box features that would allow anyone to easily start up a community quite easily.
- I feel that the professional services engagements need to be better. There is a lot of miscommunication, and a lack of clear outcomes, goals, and timelines. It can take weeks to get meetings on the books and a team assembled to start getting work done.
- Documentation on their website, at times, is outdated or incorrect. Sometimes the product doesn't even work as described in some of their documentation
- The admin console could use a nice fresh UI overhaul. While it's functional, it would be nice to see a more modern UI for the area where most community managers are spending a decent amount of time
Our community consists of a product support forum for primarily our freemium users. We are currently trying to refocus our community and encourage more strategic discussions around industry topics
- Robust
- Handling complexity
- Clunky and dated Back-End UI
April 27, 2022
A good product for communities
We use it for reporting purposes and to check back in data and stats aswell as to review actions taken.
- Ease of navigation.
- Info presented well.
- Easy to pull stats.
- Can be slow.
- Would be good to have an advanced search for within results.
April 27, 2022
Robust and Scalable Platform to provide a robust customer support and service experience
We use Khoros as a support, collaboration, and learning community for our customers. Community not only helps in saving time and $$ for our support but also provides a place for our customers to give ideas around products and interact with each other. KhorosCommunity helps us to nurture our customers and deliver a better experience to our end customers.
- Easy to use and customizable interface
- Robust API support and easy to integrate with third party platform
- Rich feature set for various interaction for the customers
- Easy to use admin interface and Metric details
- Events integration with MS teams
- V2 API permissions just like V1
- Better access to API Billing metrics...you need to see what APIs are being consumed and if associated with any user.
April 26, 2022
extensive software to manage communities
I use Khoros Communities to run an online community called the Microsoft Tech Community, which aims to be a resource for IT professionals, developers and end-users around Microsoft products. We typically focus on use cases, best practices, and other tips and tricks to help a wide variety of users, but we don't focus on support as there are other communities for that.
- The forum system is robust and fully featured.
- Blogging system works well and is constantly being improved.
- There's a lot of analytics available on the back-end!
- Some analytics are missing such as internal link clicks.
- Some of the forum organization can use some work, particularly in huge communities where sub-menus would be helpful.
- Khoros support sometimes takes awhile to fix issues.
April 25, 2022
A good platform - but overdue a *refresh* and needs a better new user/new community startup guide.
Khoros helps us keep our 'community' together. All in one platform, we have blogs, knowledge bases, idea hubs, private groups and forums all in one place. Being able to utilise user engagement metrics from across these sections of the community using a single user profile enables engaging content and user recognition and rewards.
- Roles.
- Groups.
- Content.
- Support - turn around time for support cases is often lacking.
- Admin control - there are a lot of things that seem like they should be able to be self-serviced in the admin panel, but require Khoros support to be able to achieve or are simply not able to be done.
- It feels like too many features end up being declined and then pushed down the professional services route. Good ideas should be developed and pushed to all users.
Use it for our Forums and Blog Community. Primarily used to help customers solve their product issues through peer-to-peer network. Deflect cases going to Support centers and instead resolve them online. The community is also used to publish Company news and updates through Blogs.
- Notifications.
- Gamification.
- AI Features. No AI capability seen in any features. Only the Spam has but it is very slow and inaccurate.
- Personalization as per interests.
- OOB Onboarding features missing.
- DIY UI/UX changes. Very difficult to fix UI issues without a dedicated developer.
- Need a better Analytics Dashboard. No granularity available and topics capture spam data also.
- Improved Mobile responsiveness site. Mobile versions are very poor.
- No mobile app.
April 25, 2022
Review of our journey so far
We use Khoros to manage our Social Media customers end to end and then get their feedback on the interaction. Khoros has everything in one place in terms of analytics, ease of use and customer support when we need it. Khoros allows us to see in real time what is affecting our queues, where to pinpoint needs and also where to allocate more resources.
- Real-time views of incoming volumes.
- Agent analysis.
- Extremely customisable analytics.
- Being able to modify some closure codes that are built-in.
- Real-time alerts on agent analytics.
Our Community plays a key role in our customer support offering, with 98% of traffic from organic search landing on the site. The natural language conversations bring Spotify users from the likes of Google to the Community. It is especially relevant for long-tail and niche support issues which aren't so easy to identify and solve in our main advisor-manned channels. We also have a very active Ideation area, whereby users can submit product ideas for us to review. The trends in ideas helps us prioritise needs and issues users have. The ability to give roles and permissions to members of the community also allows us to share a workspace with users, rewarding and incentivising them for their participation. Khoros Community has many options for us to manage this experience - although a fair degree of technical knowhow is required to truly customise things.
- Lots of interaction styles to use to shape the experience: forums, Ideas, blogs, knowledge base
- Stable platform that I have rarely had outages with in my 10 years of experience
- Range of gamification features that are extendable - eg badges, ranks
- Options to give roles and permissions at a very granular level - allowing you to empower other users/members to perform tasks/actions - and to make that different in different areas of the community
- A high degree of technical knowhow is needed to truly customise the experience
- Some features are fairly antiquated in how they work, having not changed since they were introduced
- Support experience when issues occur has not always been optimal - it can take a lot of time to deal with some bugs
Our primary customer support portals and online communities are built on the Khoros Communities platform. The platform allows us to provide our customers with resources such as product documentation, advisories, downloads, knowledge base articles, and other materials, while also offering a space where customers, partners and employees can interact with each other to answer questions and resolve issues.
Through the use of the Khoros Communities platform, we are able to provide proactive support and self-service solutions to our customers to help them be as effective as possible, and we are able to successfully deflect support cases by making the resources they need as easy to find as possible. At the same time, we utilize the same platform for our customer case portal where support cases can be submitted to our technical support teams.
We also leverage Khoros for our primary intranet where all of our employees can interact with each other to share content and build relationships in a world where meeting together physically can be difficult.
Through the use of the Khoros Communities platform, we are able to provide proactive support and self-service solutions to our customers to help them be as effective as possible, and we are able to successfully deflect support cases by making the resources they need as easy to find as possible. At the same time, we utilize the same platform for our customer case portal where support cases can be submitted to our technical support teams.
We also leverage Khoros for our primary intranet where all of our employees can interact with each other to share content and build relationships in a world where meeting together physically can be difficult.
- They provide a highly customizable platform that can be adapted to any use case.
- They provide best-in-class support to their customers.
- They have an extensive product roadmap and continuously improve their platform.
- They utilize their own platform to provide a highly superior customer portal and community.
- Their developer documentation is second to none and is extremely valuable.
- Their SDK is rather archaic and could really benefit from a refresh.
- Their support team, while knowable and friendly, sometimes struggles to meet SLAs.
September 09, 2021
Satisfied with the platform for our community launch!
We used Khoros Communities as the platform for the Zoom Community, which is a self-service support site available to all of our customers and employee users.
- Gamification: Points, badges, and rank system.
- Marking of accepted solutions.
- Hierarchy of categories and boards.
- Khoros Care to be much more accomodating to the Khoros Community platform, specifically when trying to use to manage community posts from a support perspective.
- Stage > Studio > Production pushes. There should be a better system to be able to make minor or major changes to the community and be able to more easily adjust versions.
- More components!! Many more options for dynamic components to uniquely display content (I miss the Jive 'Formatted Text' widget!).
- More flexibility for customer to access all code to components owned by Khoros.
August 25, 2021
Quick Khoros Review
We use the Khoros Communities platform externally for customer and partner peer-to-peer support. The community serves as a self-service support resource and is a destination for our members to engage with each other and company employees.
- Customizable platform
- Regularly provides new features and updates
- Easily scalable
- Coding is required for back end developing.
- No templates for easy page designs and customizations.
- Limitations in metrics reporting.
December 21, 2020
Using Khoros Community for Marketing
We are using Khoros Communities (Formerly Spredfast + Lithium) for marketing-focused content. We leverage the community features, such as blogs and knowledge-base, to provide useful instructor content and resources. Our published book authors also use the platform to write blog posts on their subjects and to increase their brand. We also use the community to engage instructors in discussions on many topics and to keep them informed about our products.
- The platform is a good tool to build a community site; you can make your community as simple or robust as you want.
- The Khoros management team is really good. I really like the support we have from our CSM. They have programming for clients that I enjoy participating in.
- We really like the community syndication feature where we could create a feed of our community content to our catalog site.
- We also really like being able to feed our product catalog into the community so that we can tag our products in a post on the community and link it back to our catalog site.
- Adjusting to the concept of quilts was a learning curve. Creating layouts was not intuitive and requires some training and practice.
- The admin dashboard could be better by updating the UI so it's easier to use and find the settings you're looking for. Requires training and practice to get used to.
- Bulk archive should be a feature! Right now, it's just a page at a time.
March 12, 2020
Khoros Communities Review
Currently we are using Khoros Communities within our Customer Organization to assist end users in their search for product education, training, support and best practices from others using the tool and from within our organization.
- The Khoros Communities platform has an incredible ability to scale quickly.
- The platform is highly customizable for a unique user experience (with development expertise).
- The Analytics provided by the platform both natively and through APIs are incredibly powerful for data driven decisions.
- The Admin UI has not been updated in over 10 years and begs attention for a better user experience.
- The ability to scale is both a blessing and a curse, as the granularity and complexity of things like permissions can be very difficult to manage.
- Also, the customizability is both great and not great as there's limited changes one can make OOTB without development assistance, despite the 'feeling' that it can be drag and drop.
March 12, 2020
Khoros is the enterprise-grade community platform
We use Communities so merchants and partners can share, and learn from one another in a variety of languages. Enabling self-service via proactive content, as well as peer to peer support and guidance in our community enables internal teams to capture feedback, identify trends as well as participate whenever possible which helps build trust with our community members.
- Insight - A variety of analytics, and methods to access these details are offered.
- Extensible - Extensive customization opportunities.
- Peer Support - Khoros Atlas is a great learning destination.
- Customization - Opportunities are limited unless you are a developer, or have dedicated developer support.
- Development - Staging/sandbox performance could be improved.
- Campus - Training courses would benefit from a refresher.
March 09, 2020
The Enterprise Community Platform
I have used Khoros Communities at two organizations to build vibrant communities of customers, partners, and employees to drive to increase engagement, satisfaction, retention, and a host of other imperatives across the business. The primary use case in both instances was scalable support via case deflection and cost reduction. We then leveraged it across a number of other use cases including learning, innovation, ideation, internal collaboration, and corporate communications.
- Robust - The feature/functionality set is best-in-class.
- Scalable - The platform can handle any volume/size community you can throw at it.
- Extensible - APIs and customization frameworks enable great flexibility.
- Workflow capabilities for things like Knowledge Base and Blogs are lacking (updates have been promised for 2020).
- Minor features that are present in other solutions are missing (although the roadmap pace of releases is picking up).
March 03, 2020
Khoros Communities Review
The Khoros Community is being utilized across many teams and departments within Qlik, most notably within Marketing, Support, Customer Success, and Product Management. The Khoros Community is utilized as a primary delivery channel or 'hub' that allows us to connect and interact with our many Qlik users and fans across the globe. Being able to connect with our members is of paramount importance - we help them by answering questions and/or address challenges they may be facing -we have teams standing by to do just that.
- The platform has strong capabilities that assist us to drive SEO optimization.
- Analytics. Community Analytics thru Admin Panel and/or LSI is powerful.
- Early Access Programs allow us the opportunity to see what's coming while allowing us to also be part of the process to give our feedback.
- Account Team Coverage. the Khoros Team has always been there to assist us often at a moment's notice.
- Customizations - You will need access to developer resources for sure.
- Content Types - More needs to be done to bring in some of the key functionality that made Jive so great - such as with groups and events.
- UI - need easier ability to manipulate the UI perhaps in a drag and drop capacity.
- Back-end moderation controls - Should not have to buy another package (CARE) to do what we need to do to moderate effectively.
November 19, 2012
Much better than Jive!
Score 10 out of 10
Vetted Review
Verified User
- Deployment and ease of use have been amazing – day and night vs. Jive. Typically deployment gives you a cringe – absolutely the easiest deployment I’ve ever been a part of.
- Overall layout and design/ flow is a lot easier to manage than Jive. It has a CMS type thing that self-propogates through the entire community. Jive did not automatically propogate.
- Analytics - They have a lot of patented algorithms that help generate key metric indexes. You can compare yourself with other Khoros customers. When you dive in deeper into analytics, Khoros allows you to look deeper into what an individual is doing vs. just a broad view of your community.
- Integration with Salesforce.com
- 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.