First time using a Community Platform and I wouldn't have it any other way!
March 03, 2020
First time using a Community Platform and I wouldn't have it any other way!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)
Khoros Community is currently being used by my organization as a platform to host and operate our own Community forum. This forum is for our users to discuss our products. The Community also gives our internal team key insights as to what our user base is saying and delivering hot topics to key stakeholders. Before we had no 'owned' forum for this type of discussion and now we are able to pull metrics!
- Community Analytics - You're able to pull analytics such as page views, registered users, top posts, etc. which is a great feature for different teams within our organization.
- Helpful staff - The team at Khoros is unbelievable! They have helped me build an amazing Community and continue to answer questions in a timely manner. They also have a great Community, which I explore on a daily basis to help scale my Community.
- Although Khoros continues to provide Product Coaching, I'd love to see a more in-depth approach to coaching after your Community has launched. I think it would be helpful, even if it was a yearly touch base and an in-depth overview of how your Community has performed and make any applicable changes. I.e. My community doesn't really do well with the Gamification. Our users don't necessarily use it. I'd love to talk to a Community Strategist as I did when building the Community to talk about this in more depth and plan accordingly.
- Being in the industry for almost a year, we are still exploring our ROI and impact on the business. However, we have had "hot topics" our users have participated in which have become great insights to the team to then improve support articles for our users and internal team members.
My Community team continues to use Product Coaching and the Khoros Community to learn and scale our Community. For example, the other day I posted in the Khoros Community on how to best plan for the new year in regards to Community team growth. Right away, 3 other Community team members replied with their personal experiences and team structure. This type of feedback really helped me with my 2020 plan. It's nice to search within the Community before opening a support ticket as this is a great way to reduce wasted time and learn from others. Int he case you need to open a support ticket, the support feature is directly built-in within the Community channel, so creating and managing support tickets is a breeze.
To be honest, I am still learning about all the tools built within Khoros! However, tools such as analytics have been a great resource in growing my Community team and holding moderators accountable on their daily work.
- New feature ideas
The Community has become a key insight into users feedback on our product. It is being looked at on a daily basis by key stakeholders within the Company
Unfortunately, Gamification within the Community isn't necessarily a selling point for us. Our users are very active within the Community without the help of badges. However, we are still creating a Super User program and look forward to using Gamification in a more creative way