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Khoros Communities

Khoros Communities
Formerly Spredfast + Lithium

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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Recent Reviews

User interaction tool

9 out of 10
December 12, 2023
Incentivized
Staff having less technical knowledge can also use this to manage different portals like admin , studio section. Easy to use and good team …
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From a user standpoint

7 out of 10
December 08, 2023
Incentivized
We used Khoros Communities for Social marketing in our organization. It made it easier to measure social campaigns by utilizing this …
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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

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Verified User
Manager in Information Technology
Information Technology & Services Company, 51-200 employees
Verified User
Project Manager in Information Technology
Information Technology & Services Company, 5001-10,000 employees
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Pricing

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Khoros Communities

Khoros Communities

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

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Product Details

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

Screenshot of Community helped generate a 4.2/5 customer satisfaction rating for Consorsbank.Screenshot of Samsung saw support savings up 255% YOY and growing. Their community drives 60% of SEO traffic.Screenshot of Microsoft has seen $2M+ in SEO value and $145M case deflection savings since adopting community.Screenshot of Sony Europe generates $4M in value and 7M searches per monthScreenshot of Syndicate community content throughout digital channels to better engage your audience.Screenshot of On-demand, peer-generated questions and answers to increase prospect and customer engagement.Screenshot of Microsoft resolves 90% of support questions within 48 hours.

Khoros Communities Videos

Khoros Communities Integrations

Khoros Communities Competitors

Khoros Communities Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web
Security
whistic readyRead Khoros (Formerly Spredfast + Lithium)'s Security Report on Whistic Security Networkâ„¢

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

Consumers0%
Small Businesses (1-50 employees)0%
Mid-Size Companies (51-500 employees)10%
Enterprises (more than 500 employees)90%
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Comparisons

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Reviews and Ratings

(161)

Attribute Ratings

Reviews

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
July 17, 2023

Great product for growing communities

Verified User
Employee in Customer Service
Telecommunications Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • Great account management and support.
  • Overview of the activity / Analytics.
  • Flexibility.
  • Customization.
  • UI fundamental.
Likelihood to Recommend
Overall, if you have a good knowledge of Forums/Communities you will be very comfortable with using the Khoros tools. If you're thinking of moving to Khoros / Lithium however, you'll need support for customization (UI/UX, SEO for me).
Return on Investment
  • Decrease in direct calls.
  • Increase in customer satisfaction.
  • Drop in traffic.
Scalability
8
There is a good understanding of the needs in the area of customer services. The evolution is constant.
Customer Support
Indeed, we work regularly with Khoros support and with our customer success account manager. The advices are most of the time well aligned with our strategy and vision.
Community Management with Khoros
I mostly use Analytics to build great dashboard and get a close overview of the activity. I though moderation wasn't a service offered by Khoros so I guess I can't judge on it (but I do use bulk archiving since fee days and the 22.2 release). For the content I'm pretty happy.
Insights Gained From Khoros Communities
  • Product feedback
  • New feature ideas
  • Access to ratings and reviews
  • Access to learning and training resources (e.g. product coaching)
For the moment it is difficult to measure the impact, we will see more clearly in a few weeks.
Gamification Features
Our super user program is currently working really well. Their commitment is excellent. They alone represent 40% of the messages generated and there are not even 10 of them. To give you an idea, we have over 200,000 messages each year.
Alternatives Considered
Khoros Communities was already in place when I arrived on this job so I didn't select it from other products.
Other Software Used
Users and Roles
2
Product owners of communities.
Support Headcount Required
- Product team ensure coordination between the various stakeholders, define the community's objectives and implement strategies to achieve those objectives.

- Community management: in-depth knowledge of the subject being discussed in the community. Being able to answer complex questions, provide valuable information and help solve specific problems.

- Customer relationship: interact directly with community members, gathering their comments and suggestions, and can also help resolve customer service issues.

- Community moderators: These are people with an excellent ability to manage dialogue, communication and maintain a respectful, constructive environment. They must be skilled in conflict resolution and have excellent judgment to guide discussions productively.
Business Processes Supported
  • Call deflection
  • self-supporting
  • Branding
Innovative Uses
  • recruiting influencers
  • collect ideas from users
  • Proactive customer support
Future Planned Uses
  • Integration with artificial intelligence tools
  • Enhanced user experience
  • CSR
Likelihood to Renew
8
On a scale of 1 to 10, I'd give Khoros Communities a solid 8. The system is extremely easy to use, enabling our team and community members to navigate and interact with the platform with ease. The wide range of features offered by Khoros Communities has greatly enriched our online interactions and improved the efficiency of our customer service. The technical support team has also been extremely helpful, could be quicker sometimes for answering our questions but they efficiently resolving any problems we have encountered. The platform is perfectly scalable, capable of handling our growing user base without any performance problems. What's more, Khoros Communities offers excellent integration capabilities with our other software tools, making our operations smoother and more efficient.
July 11, 2023

After 10 years of use, I'm not sure that Khoros remains the best community solution

Verified User
Executive in Customer Service
Telecommunications Company, 10,001+ employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
Forum.
Return on Investment
  • 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?
Scalability
6
I've been working on Khoros Communities platform since 2012... so I can judge the scalability. The community structure has known very poor evolution. If I judge functionality: poor evolution so poor scalability. If I judge the capacity of the platform to grow with more traffic and more members: it is ok! I can give 9/10.
Customer Support
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.
Community Management with Khoros
We use mainly community analytics.
Insights Gained From Khoros Communities
  • 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.
Gamification Features
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"
Alternatives Considered
Khoros was a better solution and we had a better commercial proposal.
Other Software Used
Users and Roles
100
Customer relation
Support Headcount Required
1
Technical
Business Processes Supported
  • Questions of our customer
  • Exchange with the marketing team for co-building offer
  • SEO thanks to the answer of the helpers
Innovative Uses
  • No idea
Future Planned Uses
  • Hard to say something on the future of our Khoros communities at Orange/sosh... budget wil be certainly cutted
Likelihood to Renew
1
Hard to predict the future due to financial constraints
Products Replaced
No
Key Differentiators
  • Scalability
  • Ease of Use
Evaluation Lessons Learned
No more my job. The financial team will decide
Support Rating
5
no idea. No possibility to skip this question
Premium Support
Included in the contract, no other possibility if my memory is good
Bug Resolution
Yes
Usability
5
Hard to say more, the product didn't change deeply
Easy Tasks
  • Forum
Difficult Tasks
  • Idea
Mobile Interface Availability and Impressions
Yes
April 27, 2022

Robust and Scalable Platform to provide a robust customer support and service experience

Verified User
Engineer in Customer Service
Computer Software Company, 1001-5000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
Khoros Communities is very well suited for someone looking to provide a curated look and feel, and experience to their customer rather than just Vanilla. You can develop and match it with your brand needs and create custom components, pages as needed. It is also very robust in terms of integration. Even for someone new it is very easy to use and provide a lot of value with OOTB components and features.
Return on Investment
  • Hight NPS score
  • Increase in customer satisfaction and engagement
  • Good ROI on support
  • Increase in overall brand loyalty
Scalability
9
Platform is highly scalable. With its robust SaaS framework and Horizontal Scaling we can scale and create new areas without sacrificing user experience.
Customer Support
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.
Community Management with Khoros
Yes we do have moderations support, analytics, and content management which helps with community operation and growth of the community.
Insights Gained From Khoros Communities
  • 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 Features
Gamification has played a good part in incentivizing customer engagement and helps us run a string super user program.
Alternatives Considered
Have evaluated with other community products. Khoros provides much more robust options for customization and more feature rich in comparison.
Other Software Used
Users and Roles
1500
Sales
Marketing
Support
Product
Internal Employees
Support Headcount Required
16
Developer with technical skill for customization and Integration
UI/UX
Product Manager
Community Support Team
User group program team
Super User program team
Business Processes Supported
  • Support
  • Product Ideas
  • Learning
  • User Groups
  • Marketing
  • Customer Services
Innovative Uses
  • Learning Portal/Academy for users
  • Certification Integration
  • SFDC Integration for various use cases like KCS
Future Planned Uses
  • Product Integration with Community
  • Ideas Automation
  • User Onboarding
  • Personalized Experience and Recommendation
Likelihood to Renew
8
Community has worked well for over the year. However, there have been a lot more technical and feature issues we have been seeing in last year or so. Also customer support has not been very quick to address issues. SO there are things that can definitely be improved on Khoros end
Products Replaced
No
Key Differentiators
  • 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
Evaluation Lessons Learned
Will use the same evaluation process
Support Rating
7
Overall its been good experience however support has been slow and there has been other technical issues that we have faced
Premium Support
We had it in past but we currently use it as we did not see the ROI
Bug Resolution
Yes
Its been a mixed bag with some getting resolved while other getting stuck or not solved
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