Item: Khoros Communities
Rating: 9
Author: Verified User

Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)

Use Cases and Deployment Scope

The Khoros community is used in the customer service team to support our frontline teams as a self-service tool. As it is a 24-hour tool, customers can get tips on how to troubleshoot and repair their products by interacting with other customers as well as employees. Our internal employees also have a place to share important information and technical advice. The main objective is to provide the answers that our customers are looking for as quickly as possible.

Pros and Cons

Pros

Very complete reporting system where we are able to get different metrics and see the trend of our platform activity.
Knowledgeable team that is always looking to help us at the best time and with the best solution.
Integration with Salesforce

Cons

The stage environment could be more user friendly since it requires some training to be able to use it.
To be able to edit the Community you need to know HTML or have an admin from Khoros to help you with the updates.

Return on Investment

Increase self-service
Being closer to our clients by using this communication tool

Scalability

Khoros is monthly deploying new features and working on updates to make the platform always up to date.

Customer Support

We worked with Khoros Professional Services to redesign our Community and the project went very well. The knowledge of the technical team stood out. As said before, they went above and beyond to make our project what we wanted it to be.

Community Management with Khoros

We use Khoros' analytics to track our goals and make sure we are on the right path.

Insights Gained From Khoros Communities

Product feedback

We capture community feedback and share it internally. It can be product feedback as well as system feedback. Since they know we hear what they say on our platform, they keep posting and sharing their ideas with us.

Gamification Features

The features that Khoros provides us regarding the gamification program are good! We have badges and rankings based on user activities. We also have a Super User program which has been appreciated by our customers over the past few years.

Key Insights

Do you think Khoros Communities delivers good value for the price?

Yes

Are you happy with Khoros Communities's feature set?

Yes

Did Khoros Communities live up to sales and marketing promises?

Yes

Did implementation of Khoros Communities go as expected?

Yes

Would you buy Khoros Communities again?

Yes

Likelihood to Recommend

Khoros has a great tool, which is a great asset for our clients. The CSM and Khoros advisor support us very well, always giving excellent contributions and suggesting improvements against our goals. We also worked with their professional services and they went above and beyond to get what we wanted.

Comments

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Khoros has a great tool and has a dedicated support team!