The ideal solution for an enterprise community
October 07, 2021

The ideal solution for an enterprise community

Jeni Asaba | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities is the platform for our discussion-based community. It's where any customer, prospect, or various interested party can come to learn from each other. Through a variety of discussion forums, we give these audiences the opportunity to ask and answer questions alongside other like-minded Apple administrators. This community sits within the product and demonstrates our drive to always put customers at the center of our work.
  • Creation of discussion forums to align with each product
  • Group hubs to create separate spaces for certain verticals or geographies
  • Excellent metrics for a solid view of community health
  • The backend is not intuitive.
  • It isn't easy to customize the platform.
  • Language capabilities are lacking.
  • We haven't had Khoros in place long enough to see notable changes in metrics.
  • We do hear customers tell us it's easy to follow discussions about a particular topic.
The size of your community doesn't matter when it comes to Khoros Communities. It has the ability to scale with ease, which is one of the main reasons we selected it for our open community. This allows us to support a vast number of verticals and product lines, which in turn allows us to support the overall growth and global expansion of our organization.
We utilize the product coach offering at Khoros Communities a lot, as we feel it's needed to figure out how to accomplish certain tasks that documentation doesn't cover. This is a great resource! Our experience with the rest of the teams at Khoros has been fine, but we haven't been blown out of the water within our first six months of the product being live.
Since we're within our first year with Khoros, it'll take some time to speak to the substantial benefits of these tools. However, we do appreciate how the moderation tools allow us to maintain a clean and respectful community. The analytics provide a great view into what's trending, how people are engaging, and where we should focus moving forward.
  • New feature ideas
It's too soon to tell.
Our customer base loves badging, so being able to create and display a variety of badges on their profiles is a big hit. The ranking structure also appeals to this community, as they love being recognized for their expertise and willingness to help the community. I don't feel there's enough gamification to run a superuser program out of Khoros, as they don't have a method for awarding prizes.
We also use Influitive at our organization because it's built to host customer advocacy programs in a more complete way than Khoros. Vanilla, on the other hand, was easy to use and modern, but we felt it lacked the ability to scale like Khoros.

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If an organization has a large, open community where they want to get customers and prospects talking, they should consider Khoros. If you're looking to build a more targeted community with extensive gamification and built-in rewards (e.g. customer advocacy program), this may not be the best solution for you. Determining what one needs out of a community platform is imperative before deciding how to move forward. Khoros is fabulous for the reason stated, but lacks what's needed for smaller, specific communities geared towards turning customers into fans.