The Khoros platform is core to our successful community
March 23, 2020
The Khoros platform is core to our successful community
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)
Khoros Community is the backbone of our support forum, which offers peer-to-peer product solutions and engagement opportunities for our users. In conjunction with a dedicated help site, the primary value of these resources is to provide users with solutions without requiring them to open a support case via live channels. The ability to convey information in a one-to-many format is critical to minimizing contacts on other channels while ensuring an excellent experience for all users.
- Highly customizable.
- Strong analytics.
- Excellent SEO optimization and visibility.
- Out-of-box experience isn't ideal for every use case.
- Admin tools can be difficult to navigate.
- Analytics require work on your part; deep insights aren't offered by default.
- Deflecting contacts from other channels, reducing overall support costs.
- Acknowledging known issues via broad messaging, reducing contact volume and providing support instruction.
- Increasing retention by giving users an engagement space to build relationships with others.
Our contacts at Khoros have been invaluable to our success. Having a technical account manager means we always have our finger on the pulse of service issues, development challenges, or open support tickets. Our business and marketing contacts put us in touch with other community managers to discuss best practices and keep us informed of new opportunities that might be well-suited to our business. We come up with lots of wild ideas, and our Khoros partners are usually the first place where we go to discuss.
We've been able to organize and reorganize content in the ways that we believe communicates clearly with customers. The versatility of rearranging forums and threads has been critical to our evolving strategy.
Khoros gives us the toolset and communication capabilities to direct a team of moderators, a separate team of superusers, and to stay in touch with our users. With the assistance of these dedicated teams, we are able to rely on our forum being a safe and constructive space for users.
Khoros gives us the toolset and communication capabilities to direct a team of moderators, a separate team of superusers, and to stay in touch with our users. With the assistance of these dedicated teams, we are able to rely on our forum being a safe and constructive space for users.
- Product feedback
- New feature ideas
We are able to easily create private forums where customers engage with employees to provide key feedback and try new versions of the software. We make extensive use of Khoros' Ideas Board, where users are able to post their thoughts and wishes for future development. This space is the key ideation point for users and the singular location where we point users with ideas for our next product.
We have yet to take full advantage of the gamification systems but are working hard to launch badging and ranks in the near future. We are excited to have a tool that directly incentivizes the actions that we want users to take and appreciative of the expert advice at Khoros to help us do it in the right way.
Our community is so solidly built in the Khoros platform that we haven't seriously considered any other options recently.