Using Khoros for established communities or launching new communities
March 11, 2020
Using Khoros for established communities or launching new communities
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)
Our Khoros Community is used across the organization. It is used to provide self-service content, peer-to-peer support, product information and discussions, and more.
Pros
- Interaction styles - there are various options available and they function differently enough to be unique.
- User management - you can segment users and assign permissions and access as needed.
- Style - you can use what is out of the box or apply your company's unique branding.
Cons
- Content management - although last year there was an overhaul to the text editor function, there is still a lot of room for improvement. We often receive complaints from users attempting to create content in the community. There is also room for improvement in approval workflows for blogs and KBs.
- User permissions - while there are pros to user management, there is still a lot of room for improvement with granular permissions to segment users even more.
- Personalization - serving up content to users that they care about.
- Provide self-service content to users
- Provide a channel for employees to share their industry knowledge with customers
We engaged with Khoros Professional Services to help with the launch of the community and updating the styling to match our brand guidelines. It was great to hand them our style guides and not have to employ our own internal resources.
The Community Analytics dashboards are great for quick analysis and sharing out to other teams. The content management options have room for improvement, especially within a community with a heavy knowledge base.
- Access to learning and training resources (e.g. product coaching)
We're still waiting to see this outcome.
Badging has been great for rewarding users for being founding members and to get them started with contributing. Ranks have been great to give users something to strive for.
Khoros has a solid track history, professional services, and support that made them a good choice compared to other tools.
Khoros Communities (Formerly Spredfast + Lithium) Training
Khoros Communities (Formerly Spredfast + Lithium) Support
| Pros | Cons |
|---|---|
Problems get solved Kept well informed Immediate help available Quick Initial Response | Slow Resolution Poor followup Escalation required Need to explain problems multiple times |
Yes - I have submitted many dozens of bugs and the resolution varies. Sometimes we are able to fix them quickly, sometimes able to fix them months later, sometimes it gets written off.
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