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A Solid Community Platform
November 02, 2021

A Solid Community Platform

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities currently provides a peer-to-peer support solution for our OTT streaming business. During the height of the Covid-19 Pandemic, it supported our business by enabling service in a period where our contact centers were forced to close.
  • Peer-to-peer support
  • Engagement
  • Clunky admin interface
  • Needs more declarative personalization tools (clicks not code!).
  • Increased digital deflection from our contact centres
The platform has scaled well in line with our business growth, however, we have not yet explored international growth support with the platform.
Initially, the support team was a little more distant; however, collaboratively we have made huge strides to improve the relationship and are now consistently seeking opportunities to stretch the platform as much as possible.
We have been able to grow the size of the community without requiring additional FTE head count.
  • Product feedback
The Community serves well as a crowd-sourced help resource for customers and has therefore helped build a knowledge base consisting of edge cases and non-standard support issues.
We have an engaged super user program that supports the Community and is rewarded for doing so.
The jury is out at the moment. The older architecture of Khoros (which is being addressed) doesn't always stand up to the flexibility of Experience Cloud for deploying differing experiences and use cases within one environment. Similarly, Experience Cloud hasn't quite nailed the forum side of things.
Salesforce Experience Cloud (formerly Salesforce Community Cloud)

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

Yes

Are you happy with Khoros Communities's feature set?

No

Did Khoros Communities live up to sales and marketing promises?

Yes

Did implementation of Khoros Communities go as expected?

I wasn't involved with the implementation phase

Would you buy Khoros Communities again?

Yes

It's a solution really well suited for the forum and peer-to-peer-based support solutions. The combination of boards and groups provided cover for a broad depth of support and engagement scenarios.