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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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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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Pricing

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N/A
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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…

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 Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web
Security

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 8.3.

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

(164)

Attribute Ratings

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
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.
  • Since we launched Khoros, our metrics compared to have our old community (Jive) have significantly increased and our support cases being opened have decreased as of Q1, but we have not verified for sure.
  • In terms of customer satisfaction impact, right now, we've just had positive verbal feedback and have not quantified benefits. Clients have reported that they’ve learned a lot about our products from the community.
  • Khoros has an ROI analysis tool. You can plug the amount on the cost of a support ticket and it computes the money saved based upon having questions asked/answered in the community. We are trying to use this feature. It's hard to do so, from the nature of our support organization. They want to be able to record all of the information coming in and have a hesitancy to release those numbers to us.
Were reviewing 2 other products. Aside from price, the integration to Salesforce.com was the big decider. At the time we were evaluating, Khoros did the community for Salesforce.com themselves.
They are responsive and proactive. They are really on top of things. They send personal emails to check in on you. It feels like they really know you. You only get emails from 3-4 people at Khoros – they must be customer assigned.
17
2 full access administrators who oversee community management. 9 site moderators who cannot do design/layout changes, but can do everything else 6 moderators specific to particular boards – e.g. partner board
0.25
It takes a small proportion of my time.
  • Private customer community – for peer to peer communication about product usage and best practices
  • Also use for specific product programs and the partner program.
  • Web dev team uses for internal communication – internal collaboration.
  • Moving towards using for support – integrates with SFDC – don’t have plans to use as support portal
Jive
  • Vendor implemented
  • Implemented in-house
We were up against a hard stop with Jive’s contract ending and Khoros connected us with a deployment partner to do accelerated deployment using a template approach. It could have happened in 2 weeks. We did not end up going that way since we wanted more customization. Lithium handled technical stuff like migration, but a lot of the process is self-deployment. It’s one of the ways they teach use of the system is having the user self-implement. Overall, the implementation was super easy to do. Doing single sign-on (SSO) was the only hard part. The implementation ended up taking nine weeks total, but in hindsight, we could have done in it six. Most of the implementation time was spent in course work, which consisted of on-demand training - approximately 7-8 hours that you are required for you to do, before they turn on the system. During this nine week period, about 50% of my time was spent on implementation. We had a deployment manager who we were able to email 1-1. I leaned on him heavily. He was great at all hours, for example, they would call back at 7pm PST. They were very responsive. Content migration strategy is important to consider. Moving from an existing community you need to strategically choose how your layout will be. Two different systems will have two different ways to format communities. For example, Jive has communities with sub-communities, whereas Khoros has community, category, and boards. Contact migration is also an important consideration. You need to think through how you are going to move contacts from your old community to a new one. For example, are you going to create new logins and passwords? We were hoping to use the integration with Salesforce.com to be a portal, but ended up using an in-house solution that works well to maintain same the same logins. The next related question is are you going to be able to keep them connected to all the posts in your old community? We migrated old posts. If you have a tech-savvy team, you can do a self-migration. Khoros has a migration services team that we utilized. It cost us $10k to move content and posts were kept tied to the user. The next consideration is your launch/promotion plan. Khoros helped us out and gave us a lot of examples. They shared pre-launch email dates, follow-up emails, FAQ pages (e.g. to explain why switching, why better).
  • Online training
It was out of the box training - pre-recorded/ not live. There was nothing for more advanced topics like APIs. They do have a good knowledge base and community that you can access and folks in there are responsive. I would however like more advanced training options.
No
It is easy as could be to use. Clients can also use it easily. The analytics are easy to use.
  • Salesforce.com
We haven't had a single problem yet and we are still building on it. Khoros is so open as is Salesforce.com. We had one of their partners do a lot of the integration work. We also had 2 business analysts in-house well versed in Salesforce.com that were able to do it. We are trying to track Khoros community activity in Salesforce.com i.e. what pages a client contact has been to. We cannot see it right now, but are working towards it. It is a little bit of an obstacle but can be done.
  • No
Our pricing is based upon page views. Other options include the total number of community members, total number of posts, content storage. Our IT director led the negotiation.
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