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.
Recent Reviews
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Reviewer Pros & Cons
Pricing
N/A
Unavailable
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…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Would you like us to let the vendor know that you want pricing?
15 people also want pricing
Alternatives Pricing
What is UUKI?
A community platform for creators to build meaningful relationships with content, discussions and events under a brand. UUKI enables users to: -Give an audience a destination to interact with each other, engage in discussion with rich text and media. -Create beautiful event pages, invite the…
What is Centercode?
Centercode Connect is a hosted software platform that provides all of the tools needed to run a beta program: recruiting, NDA management, product distribution, surveys, bug reports, forums, reporting, and more.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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% |
Comparisons
Compare with
Reviews and Ratings
(161)Attribute Ratings
Reviews
(1-25 of 36)Companies can't remove reviews or game the system. Here's why
January 02, 2024
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 customers, employees, or other stakeholders to connect, share information, and engage in discussions. From customer support and product feedback to knowledge sharing and employee collaboration, Khoros Communities can serve various purposes. Internally, it facilitates collaboration among our employees, especially beneficial for remote teams. Additionally, the platform can be utilized for brand advocacy and event-related discussions. When implementing Khoros Communities, we need to tailor it to our specific goals, actively moderate the community, and consider incentives for participation to ensure a positive and engaging environment.
- Employee Collaboration and Internal Communication
- Customer Support
- Product Feedback
- Knowledge Sharing
- Advanced Analytics
- Integration Capabilities
- Mobile Interface
- Documentation and Training
- Customization Flexibility
December 12, 2023
User interaction tool
Staff having less technical knowledge can also use this to manage different portals like admin , studio section. Easy to use and good team support.
- For less technical knowledge people, it is easy to use.
- Platform to add features like contests
- Data reports
- Sometimes delay in response for minor issues.
- Customization part can be improve.
December 07, 2023
Best for Business Connectivity and Scalability
Khoros Communities helps organizations reduce support costs, boost customer lifetime value, and drive revenue growth. The platform enables high-performing communities for customer engagement, support, and product feedback. With features like moderation, analytics, and integration options, it addresses various business challenges, fostering brand advocacy and knowledge sharing.
- Scales to enterprise needs, supporting multiple communities and languages. Provides robust spam management and industry-leading privacy and security.
- Expanding integration capabilities to seamlessly connect with a wider array of third-party tools and platforms could enhance overall functionality.
- Easy and enhanced customization options.
December 07, 2023
Khoros Community for ultimate solution
Khoros software and khoros community are both doing their great job.we have different kind of community medium like knowledge community, social media community and content community although all the community are not collaborate with each other and not share any information. here choros community doing a great job where we can found all types of community post and easily can communicate with each other.also they have option to modify their platform as per your requirement.
- collaboration
- managed platform
- top most features
- user ranking in communities
- more user friendly features
- cross platform sharing
It helped solve a lot of challenges or issues at our firm namely.
Facilitate sharing best practices, industry insights, and trends.
Enable collaborative discussions for professionals to address challenges and find solutions.
Share experiences and provide advice on common problems etc
Foster collaboration to enhance overall efficiency.
Facilitate sharing best practices, industry insights, and trends.
Enable collaborative discussions for professionals to address challenges and find solutions.
Share experiences and provide advice on common problems etc
Foster collaboration to enhance overall efficiency.
- Customization and Branding
- Engagement Tracking
- Knowledge Base and Search Functionality
- Responsive Customer Support
- Community Health Monitoring
- Improved Analytics and Reporting
- Advanced Personalization Options
July 18, 2023
A complete look at a customer's journey.
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.
July 18, 2023
Trusted Community Platform to build your Community
Score 8 out of 10
Vetted Review
Verified User
At our organization, we utilize Khoros Communities as a customer and partners' community. We have built this community to cater to our customers, partners, and prospects. The Netskope community helps in sharing the influence of industry-based Netskope solutions and the latest events, including webinars and technical workshops that we host for our customers.
Khoros Communities addresses crucial business problems by enhancing customer engagement, streamlining support processes, and gathering actionable insights. By cultivating an active and supportive online community, we have created a platform where customers can connect with each other and our brand, driving satisfaction and loyalty. The self-service resources (Knowledge Base, Blogs and Idea's) and support tools (Slack) available within Khoros Communities have streamlined our operations, reduced the quite fair amount of workload on our teams. Lastly, the platform acts as a valuable source of customer feedback and insights, allowing us to continuously improve our products and services.
Khoros Communities addresses crucial business problems by enhancing customer engagement, streamlining support processes, and gathering actionable insights. By cultivating an active and supportive online community, we have created a platform where customers can connect with each other and our brand, driving satisfaction and loyalty. The self-service resources (Knowledge Base, Blogs and Idea's) and support tools (Slack) available within Khoros Communities have streamlined our operations, reduced the quite fair amount of workload on our teams. Lastly, the platform acts as a valuable source of customer feedback and insights, allowing us to continuously improve our products and services.
- Content Engagement
- Gamification and badging
- Discussion Forums
- Moderation and User Management - User Management is one the best solution Khoros Communities have
- Analytics and Reporting
- Knowledge Base
- Self Service, Low and No Code. The Community Managers should be able to some UI Tasks by self with doing any code updates.
- Salesforce Integration: The basic Integration should also include the basic level of business requirement. (Contacts and Accounts Mapping)
- Slack Connector Update: There is no update on this connector till the time its launch. The other team has lot of options to push the notification in multiple slack channels. And unfortunately Khoros does not. This creates a lot work for Community team to bring internal teams to the community to respond or acknowledge an post.
- More Integrations: Since now the Khoros communities does not comes up with the integrations with basic support tools like JIRA, Confluence, Github etc.
- Search Improvisation: Apart from last search update there is no updates we see in this feature. The team should think of Putting Some AI based Search into the community which helps the Community managers to manage the content accordingly
- Some update on AI and Gen AI: Khoros communities did not shared any thoughts about their plans for putting these technology in community
July 17, 2023
Great product for growing communities
The community hosts 10 years of content. More than 500B visits since 2013. It's our brand showcase for customer services. Thanks to the community, more than a third of answers are provided without the help of our customer service. And 30% of people found answers that fit their questions.
- Great account management and support.
- Overview of the activity / Analytics.
- Flexibility.
- Customization.
- UI fundamental.
July 14, 2023
Khoros community is one-stop shop for our customers
We use the Khoros community as our main customer portal. We have our knowledge base, product advisories/ documentation, and our case portal on Khoros. The case portal is e-bonded to Salesforce which gives our customers to initiate support cases right from the community. We also use it for internal advisories and blog posts.
- Knowledge Base
- Case Portal
- Custom JS Pages
- User Interface
- Post Reactions
- Navigation Bar
July 13, 2023
Customer experience with Khoros Communities
If we have any doubts about community implementation then we will use this Khoros Communities to clarify my doubts. Khoros Communities is very helpful in submitting new ideas. By using this Khoros Communities we can avoid Khoros support. In recent times, Khoros separated documentation. But as a community user, we are interested to see all information in the community only.
- It increases the knowledge transfer between community developers.
- We can easily find latest release notes by using community search.
- Community admins actively giving answers to our questions.
- Khoros needs to improve developer documentation.
December 21, 2022
How I Use Khoros Community
We leverage Khoros Community as a customer empowerment tool with a contact offload objective.
- Analytics: I've trialed or have seen demos of other products and most don't come close to the depth of insights you are able to collect.
- Support: Their technical support team is responsive and relatively quick. Our CSM's have generally been wonderful.
- Willingness to work with us on a variety of needs that may aren't included in the OOTB experience.
- Customizability: If you don't have some dev experience or knowledge, you might have a hard time customizing the UX when needed.
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.
July 29, 2022
Satisfied Khoros Customer
One stop shop for customers to 1. Create Support tickets 2. Review KB and product literature 3. Sign up for Scheduled events 4. Review product road maps 5. Discuss in forums
- Easy to configure and manage
- Good analytics
- Fairly easy to design pages with good content
- Good for building forms and capturing data
- Requires Khoros professional services engagement to make small changes to the forms
We leverage Khoros communities to deploy forums, KBs, ideation, events, and group hubs. All of which are in place for us to support and deliver on case deflection through an increasing depth of publically available knowledge.
- Customization
- Breadth of Capability.
- Security & Configuration.
- Integrations are VERY expensive and services dependant.
- Many customizations require developers or services to deploy.
- Outdated reporting and backend.
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.
Customers utilize Khoros Communities to interact through forums and knowledge bases. We post important blogs about our company's latest progress and releases. Customers use our community to create support cases and chat with live agents for support. It helps to sync with Salesforce for user permissions through roles and categories.
- Customer friendly.
- Salesforce sync.
- Easy to use.
- Exposure in tech stack used for development.
- Database exposure to customers.
April 23, 2022
Khoros Communities is excellent on every front.
Our community site has between 1-2Mil pageviews per year hosting more than 15 yrs of original content - primarily a technical, how-to/self-support community we aim to balance our value to all segments of the company; Sales, Product/Eng, Marketing, and Support - while ALWAYS providing value (unique and timely content and access to SMEs) for our community members. Our community is integrated with our corporate SSO, and federated search, among others.
- Reduced our time spent managing SPAM by several hours each week.
- Excellent configuration access for business users.
- Good community (Atlas) support for self-solve.
- Good support staff, account management, and decent processes are in place to maintain progress.
- Excellent out-of-the-box / on-platform analytics.
- Tough to manage code progressions through environments - lots of manual steps.
- Historic organic Lithium code can cause confusion for making changes.
- Finding the proper Tier3/Tier4 support can be difficult; lots of people wear lots of hats internally.
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.
January 11, 2022
The best platform for communities on the market
Score 9 out of 10
Vetted Review
Verified User
Online communities are able to
create a collaborative space where members can easily and securely share
interests or experiences about Orange products and services. This space is
designed to reduce support costs of the inbound-service calls and improve
customer satisfaction. Also, communities
are helping to speed up the learning process in order to boost self-care,
increase brand love, loyalty, and innovation.
- Synergies across Khoros Communities and Khoros Care for a unified and better experience for agents in community moderation.
- A powerful community based on competitive intelligence, that helps us to improve SEO strategy from our brand.
- The support from the Khoros team to take our community to another level.
- The set up could be a little bit easier without the help of an IT support.
- The same CSAT surveys that are being used in Khoros Care should be available for Communities for all those cases managed via private message.
- Updating the look and feel of the community should be easier and more intuitive.
November 02, 2021
A Solid Community Platform
Khoros Communities currently provides a peer-to-peer support solution for our OTT streaming business. During the height of the Covid-19 Pandemic, it supported our business by enabling service in a period where our contact centers were forced to close.
- Peer-to-peer support
- Engagement
- Clunky admin interface
- Needs more declarative personalization tools (clicks not code!).
September 02, 2021
Live long and prosper: Khoros Communities is a strategic choice
Khoros Communities is used by our customers in the Telecommunications and Software sectors. Primarily Khoros Communities is used to enable peer-to-peer support. This way customers and users get solutions and advice from other customers or users [which is] usually very fast and very solution-oriented. Thus, Khoros Communities complement and partly replace traditional support channels in a valuable way.
Other use cases include product testing and ideation. The knowledge of customers and users is so diverse, the ideas of users so creative, that these can be used well for product developments and the like. Many users are excited that their ideas find their way into products and that they can contribute to better products coming to market with their own tests. In this way, Khoros Communities enables intensive company-customer interactions that help companies to understand their customers even better and to incorporate their concerns into products.
Other use cases include product testing and ideation. The knowledge of customers and users is so diverse, the ideas of users so creative, that these can be used well for product developments and the like. Many users are excited that their ideas find their way into products and that they can contribute to better products coming to market with their own tests. In this way, Khoros Communities enables intensive company-customer interactions that help companies to understand their customers even better and to incorporate their concerns into products.
- Balanced and complete feature set
- Excellent customer success programs and customer support interaction
- No interest in short time sales - only interested long term partnership and long-lasting customer relations
- Khoros [Communities] does product development rather thoughtful than fast.
- As a professional services company, we would welcome more options for deeply integrated customization.
We are using Khoros to provide a platform for our users to connect and share their knowledge to help them succeed at their company using our software. Our goal is to help individuals succeed and thrive using our software and to drive the success of both them and their company. We want to encourage users to engage with other users to share their knowledge and answer questions.
- Engage in customer success.
- Recurring focus on our needs as a company to improve the product.
- Studio Publish/SDK feels very antiquated, and makes it hard to work in.
- Customizations can be tricky/impossible without Khoros PS.
We use Khoros platform across the whole organization: it hosts our community of customers, partners, prospects, and employees. The main goal is to provide a self-service option 24/7 and knowledge sharing, as well as innovating together with users through ideation features.
- Customization possibilities: Khoros Communities platform is very customizable, in terms of UI, features, permissions, and other areas.
- Search capabilities: the best search I've ever experienced, with auto-suggestions, many filtering options.
- Features: Khoros Communities is a feature-rich platform that has everything a demanding Community Manager may need. Various forum types, outstanding gamification options, detailed community analytics.
- Availability and stability of the platform is 100%.
- Labels: there are many areas for improvement there, from having an overview page of all labels in the community, to the admin panel for label administration.
- User profile: user names are limited by the number of characters (just 15) and the profile pages could be improved.
The Khoros community is used in the customer service team to support our frontline teams as a self-service tool. As it is a 24-hour tool, customers can get tips on how to troubleshoot and repair their products by interacting with other customers as well as employees. Our internal employees also have a place to share important information and technical advice. The main objective is to provide the answers that our customers are looking for as quickly as possible.
- Very complete reporting system where we are able to get different metrics and see the trend of our platform activity.
- Knowledgeable team that is always looking to help us at the best time and with the best solution.
- Integration with Salesforce
- The stage environment could be more user friendly since it requires some training to be able to use it.
- To be able to edit the Community you need to know HTML or have an admin from Khoros to help you with the updates.