Not alot in out 2020!
March 05, 2020

Not alot in out 2020!

Lillian Laporte | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)

We are using the Communities to create a positive and encouraging environment for our cx's to visit to gain support for inquires, encourage self serve and share points of views on Rogers products and services
  • Provides a great framework on how to manage a community.
  • Extensive amount of reporting capabilities.
  • Ability to create rewards and or look at trends on how to easily improve expert awareness.
  • The ability to change the look and feel without being a Coder.
  • Issue Resolution Timelines.
  • Integration with business CRM solutions.
  • Increased our likely to Recommend.
  • Increased our C x Care Measurement OTE.
  • Increased our FTR results.
I feel that Khoros is a forward-thinking organization consistently wanting to improve and create positive experiences for their cx's.
We have definitely benefited. Prior to my arrival just under 2 yrs ago. The team had a very solid framework in place to support how Rogers wanted their Community to function. We were able to leverage best in class experiences from the Khoros team on various topics and their flexibility and willingness to help has always been evident. They have supported Rogers in building what has been referred to by Khoros as a VERY healthy community through the years as a result. We have been able to increase our call deflection monthly year over year and increase our overall Cx satisfaction scores.
I dont believe we have leveraged these as much over the past year and am working with Khoros to make that change in 2020. Overall, our Community in 2019 was in a maintain state..we look forward to driving more change this year.
  • Product feedback
  • New feature ideas
  • Access to learning and training resources (e.g. product coaching)
A positive one. We continue to drive above target Cx satisfaction scores from the Community. Our Engagement is consistent at a high level however, we have not added as many experts in the past year. Again, 2020 is the year we are looking to make more changes in the Community and am sure they will drive even higher results.
Rogers calls "Super Users" Resident experts. We are in the process of leveraging some Gamification suggestions to drive engagement in 2020. Previously, we used in house celebrations for cx and while minimal it was a success in driving satisfaction.
I was not part of the Khoros negotiation upfront, however, from what I have been able to take away. Khoros is the best in class Community expert. The relationship we have with the team continues to be a positive one which is not always the case. The team has been attentive to our growth pace..jumping in and providing support at the right times and sharing insights to help drive change and overall awareness.
I don't have any scenarios where they are not suited to our vision for Community Forums. They are aligned with where Rogers is heading.