Great tool for community management
September 09, 2024

Great tool for community management

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Khoros Communities

Management of online communities, monitoring comments and streamlining processes

Pros

  • Monitoring of online conversations
  • Streamlining process (easy to access and interact)
  • Facilitated the decision making

Cons

  • Overall layout
  • Reduced leadtime to answer / escalate requests
  • Facilitated the work of our digital team
  • Gave a broader overview of online conversations
It is scalable, but I found it a better fit for companies with a strong user base if product/services, while it might be less relevant in B2B and corporate environments
We aligned on strategic objectives and trained some users
Moderation helped with automatization, while analytics supported better strategic decisions.
  • Access to ratings and reviews
  • Access to learning and training resources (e.g. product coaching)
No direct feedback from customers, but response leadtime improved significantly
Not really, but I believe that this had a positive impact on UX
Khoros Communities helps handling online conversation in a more engaging way, and integrates well Khoros Social Media Management tools

Do you think Khoros Communities delivers good value for the price?

Yes

Are you happy with Khoros Communities's feature set?

Yes

Did Khoros Communities live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Khoros Communities go as expected?

Yes

Would you buy Khoros Communities again?

Yes

It is well suited to understand and engage with online communities talking about specific products.
It is less suited to address reputational issues at corporate level.

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