Great community platform!
November 02, 2021
Great community platform!
Score 10 out of 10
Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)
Our customer service department uses Khoros Communities as our self-help tech and billing support platform for our customers. It's another support avenue for our customers, and the community also lets us catch emerging technical issues before it gets worse. Our moderators work in corporate so there's a more direct line from the customer to upper management.
- Community customization
- Publishing process. Feels cumbersome to make changes in Studio, queue it up, then publish.
- Hard to find settings. It's great that we have a lot of settings to fully customize, but it's hard to look for or find what we want sometimes, like how to customize outbound notification e-mails.
- We've certainly been able to scale our customer service activities after demonstrating the usefulness of the community. We've grown our community team from 2 to 7.
Although we haven't used it, Khoros Communities does have the ability to have other separate communities (even private ones). So you could have a community for your customers, but also a private community for employees.
When our website, on which our community is embedded, needed adjustments affecting the community, professional services helped address our needs. Other than that, we haven't used Professional services that much, but it's good to know they are there if we need it. At the initial implementation of Khoros Communities, all our custom requirements were addressed then.
I primarily use Khoros Care to manage and check community analytics. I only occasionally use the admin page to update the content in our community sidebar for announcements. Khoros Care is amazing for managing the community; I can't imagine responding to posts and trying to keep track of all of them without it.
- New feature ideas
We don't use any of the above, but the community allows us to have a closer connection to our customers and know the Voice of the Customer, as opposed to getting CSAT reports from our call centers. We're able to have discussions with our customers about their concerns and address them while we're at it.
We have not opted for the gamification feature (like badges), we just have the ranking system. Perhaps this is more due to the ranking terminology we used (from Tutor to Professor), but sometimes we have angry customers who take issue with our super users and use the ranking derisively.
We used to use GetSatisfaction to get feedback and address customer concerns like a support site. Our super users over the years wanted something more like a traditional forum, so we made the switch to Khoros Communities.
Do you think Khoros Communities delivers good value for the price?
Are you happy with Khoros Communities's feature set?
Did Khoros Communities live up to sales and marketing promises?
Did implementation of Khoros Communities go as expected?
Would you buy Khoros Communities again?
Khoros Communities is great for having an ear to the ground for potential issues. In our case, we noticed customers suddenly posting within hours about inability to access a certain website. This kind of community activity was unusual so it caught our eye and we escalated the issue to our engineers who were quick to resolve it within days.