Khoros is the enterprise-grade community platform
March 12, 2020
Khoros is the enterprise-grade community platform
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)
We use Communities so merchants and partners can share, and learn from one another in a variety of languages. Enabling self-service via proactive content, as well as peer to peer support and guidance in our community enables internal teams to capture feedback, identify trends as well as participate whenever possible which helps build trust with our community members.
- Insight - A variety of analytics, and methods to access these details are offered.
- Extensible - Extensive customization opportunities.
- Peer Support - Khoros Atlas is a great learning destination.
- Customization - Opportunities are limited unless you are a developer, or have dedicated developer support.
- Development - Staging/sandbox performance could be improved.
- Campus - Training courses would benefit from a refresher.
- Increased customer satisfaction.
- Reduction in support requests.
We use support for break/fix assistance primarily, opting to use product coaching and peer discussion for strategy and goal planning instead. Professional Services was involved during our large scale migration and was supportive.
Using the analytics offered by Khoros we have been able to identify areas of focus where more company effort is required. Primarily time to first response and time to the first solution, both metrics offered out of the box by Community Analytics are used to determine this. We also use the Bulk Data API to pull data from the community so we can report on, as well as dig into feedback our community members are sharing.
- Product feedback
- New feature ideas
We use insights from the community to assist with roadmap planning. These insights are used to build use cases or provide the rationale behind feature requests. This allows us to build a stronger business case using real-world scenarios our community members provide requesting a new feature or change. Turning community feedback into change and being able to report back to the community is a satisfying experience.
While we have not deployed a super program yet, gamification has encouraged our users to compete with each other, in particular trying to obtain the most likes by providing quality, valuable content.
There are always some users that will try to game the system but with frequent communication to our most active users on best practices, we have seen higher quality responses which in turn result in higher engagement such as likes and continued conversation.
These users also 'lead by example' and become community advocates so bad actors such as someone gaming the system are usually brought to our attention by these passionate, engaged users.
There are always some users that will try to game the system but with frequent communication to our most active users on best practices, we have seen higher quality responses which in turn result in higher engagement such as likes and continued conversation.
These users also 'lead by example' and become community advocates so bad actors such as someone gaming the system are usually brought to our attention by these passionate, engaged users.