Item: Khoros Communities
Rating: 8
Author: Ty Williams

Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

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.

Cons

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.

Return on Investment

Increased customer satisfaction.
Reduction in support requests.

Scalability

The platform offers extensive customization so anything you think of it is most likely possible. Customization like this does require developer support however but once engaged they will be able to leverage quality documentation and an active customer community (Khoros Atlas) that can help them accomplish their tasks.

In terms of handling crisis or high-volume events, I have experienced a few of these using this platform and each time Community remained stable and snappy.

Likelihood to Recommend

The Khoros platform does things right and enables companies to provide a quality experience that follows industry best practices.

With customization, the platform can be tweaked to support just about anything you might need which makes this is a good starter platform as well as something that you can develop on for the long-term.

Companies that need to provide more than just a basic forum experience should consider Khoros due to the flexibility and scalability it offers as you grow such as implementing a TKB, Ideas, Groups, etc.

Comments

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Khoros is the enterprise-grade community platform