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
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
I'm responsible for 2 Khoros communities. I'm in a customer care department. Our main concern is the lack of echat among members and among the team. We also need a better integration on communuties of our members from Social Networks.
- Help among members.
- Participation of meet-up with our top members.
- Alerting of our top members on potential crisis concerning our products & services.
- No echat, no functions like WhatsApp group internally.
- No real-time stats.
- The measurement of call avoidance is hard and not sure.
- The measurement of customer satisfaction through his "journey" when he reads or when he asks a question on the forum--> how to find the real vectors: time of responses, quality of response by a member, time of response by the brand, UX/UI of the community, efficiency of the search engine, quality and precision of the SEO?
Since 2012, the helps of CSM is good. Very little utilisation of professional services except at the beginning: very helpful & fast but it costs a lot.
We use mainly community analytics.
- New feature ideas
- Access to learning and training resources (e.g. product coaching)
Rating & Review: doesn't work well for us.
Product feedback: not useful, our customers don't want that forum is a commercial space.
Product feedback: not useful, our customers don't want that forum is a commercial space.
We use it since the beginning, so it's hard to think that we could do without.
It is our main "engine" to rule the communities and its members and to pilot our "Top members programs"
It is our main "engine" to rule the communities and its members and to pilot our "Top members programs"
Khoros was a better solution and we had a better commercial proposal.
100
Customer relation
1
Technical
- Questions of our customer
- Exchange with the marketing team for co-building offer
- SEO thanks to the answer of the helpers
- No idea
- Hard to say something on the future of our Khoros communities at Orange/sosh... budget wil be certainly cutted
No
- Scalability
- Ease of Use
No more my job. The financial team will decide
Included in the contract, no other possibility if my memory is good
Yes
- Forum
- Idea
Yes
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.
- Hight NPS score
- Increase in customer satisfaction and engagement
- Good ROI on support
- Increase in overall brand loyalty
We have deployed custom user experience with the help of Khoros support. In addition to that, the monthly reports from Khoros has been very helpful in pointing out areas of weakness, strength, and opportunities to improve.
Yes we do have moderations support, analytics, and content management which helps with community operation and growth of the community.
- New feature ideas
- Access to learning and training resources (e.g. product coaching)
We have used ideas for delivering product feedbacks and new features requested by our customers. In addition we have a learning and training area to help customers to better use our products
Gamification has played a good part in incentivizing customer engagement and helps us run a string super user program.
Have evaluated with other community products. Khoros provides much more robust options for customization and more feature rich in comparison.
1500
Sales
Marketing
Support
Product
Internal Employees
Marketing
Support
Product
Internal Employees
16
Developer with technical skill for customization and Integration
UI/UX
Product Manager
Community Support Team
User group program team
Super User program team
UI/UX
Product Manager
Community Support Team
User group program team
Super User program team
- Support
- Product Ideas
- Learning
- User Groups
- Marketing
- Customer Services
- Learning Portal/Academy for users
- Certification Integration
- SFDC Integration for various use cases like KCS
- Product Integration with Community
- Ideas Automation
- User Onboarding
- Personalized Experience and Recommendation
No
- Price
- Product Features
- Product Usability
- Product Reputation
Can the product help us to meet the business needs and our ability to provide our customers with the best experience with it
Will use the same evaluation process
We had it in past but we currently use it as we did not see the ROI
Yes
Its been a mixed bag with some getting resolved while other getting stuck or not solved
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.
- Improve success rate.
- Deflection.
- Replies per topic.
Professional services is good but expensive. Working on SSO migration currently.
Analytics have helped to understand traffic inflow.
- Access to learning and training resources (e.g. product coaching)
Helps to keep super user motivated and engaged.
No. Not required.
Yes
Community Analytics is full of bugs. Still in progress
Our Khoros Community is used across the organization. It is used to provide self-service content, peer-to-peer support, product information and discussions, and more.
- Interaction styles - there are various options available and they function differently enough to be unique.
- User management - you can segment users and assign permissions and access as needed.
- Style - you can use what is out of the box or apply your company's unique branding.
- Content management - although last year there was an overhaul to the text editor function, there is still a lot of room for improvement. We often receive complaints from users attempting to create content in the community. There is also room for improvement in approval workflows for blogs and KBs.
- User permissions - while there are pros to user management, there is still a lot of room for improvement with granular permissions to segment users even more.
- Personalization - serving up content to users that they care about.
- Provide self-service content to users
- Provide a channel for employees to share their industry knowledge with customers
We engaged with Khoros Professional Services to help with the launch of the community and updating the styling to match our brand guidelines. It was great to hand them our style guides and not have to employ our own internal resources.
The Community Analytics dashboards are great for quick analysis and sharing out to other teams. The content management options have room for improvement, especially within a community with a heavy knowledge base.
- Access to learning and training resources (e.g. product coaching)
We're still waiting to see this outcome.
Badging has been great for rewarding users for being founding members and to get them started with contributing. Ranks have been great to give users something to strive for.
Khoros has a solid track history, professional services, and support that made them a good choice compared to other tools.
- Online training
- in-person training
No
Yes
I have submitted many dozens of bugs and the resolution varies. Sometimes we are able to fix them quickly, sometimes able to fix them months later, sometimes it gets written off.
Score 9 out of 10
Vetted Review
Verified User
Khoros is an enterprise-grade social community platform, which is most commonly used to allow for interactions between B2B and B2C customers, prospects, and partnering in either a Support (call deflection), Marketing, or Collaboration environment or context. Communities deployed by its customers are predominantly external-facing. The product is modular, so it can be expanded with additional functionality over time. Khoros offers connectors to popular enterprise backend systems, such as Salesforce. Additional connections or functionality can be programmed via APIs. Most customers use professional service organizations to launch Khoros for them.
- 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
- Not a knock on the product per se - but each product in this space follows a certain philosophy. If customers don't want to learn that philosophy and thus force-feed Khoros to do something it's not designed, it becomes hard to implement and maintenance heavy. Same is true with Jive and Salesforce Communities
- Design adaptation sometimes requires a lot of custom-programming. This is often caused by designers not fully understanding how communities work. On the other hand, esp. on homepages, in order to draw people in, a mix of content is often the best approach. And that requires at least some custom-programming for Khoros's integrators
- In a support environment, call deflection has been measurable for many customers. In fact, more and more customers utilize Khoros to deflect a vast majority of the L1 inquiries to the community.
- In a Sales/Marketing area, conversions and upselling are key. Here, Khoros's community can be very instrumental, since experts in the community often can answer questions that the company cannot or is not trusted enough by its customers, e.g., how good are LTE speeds in a certain neighborhood in San Francisco, or, when comparing Phone1 against Phone2 and battery life matters in real-life environments, which phone is better.
- While mileage might vary, we've heard from our customers that a number of them achieved a 20+% call deflection, or a 30+% conversion increase
Khoros is much more established and feature-rich than Salesforce's Community offering. E.g., gamification is implemented well in Khoros (except for Missions and Journeys) whereas Salesforce's offering is rudimentary.
Jive is mainly used for internal communities, whereas Khoros mainly for external communities. Both can do both internal and external, but their roots are different.
Jive is mainly used for internal communities, whereas Khoros mainly for external communities. Both can do both internal and external, but their roots are different.
50
Development, Project Management, Program Management, Support, Sales, Marketing
40
Technical Architects, Project Managers, Developers, QA, Customer Success Managers, Sales
- Support
- Marketing / Sales
- Collaboration
No
No
As mentioned, they dig into custom code, when certain API calls seem to not work. Are a good stakeholder in resolving my issues. Have helped us in analyses on performance in communities.