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Robust and Scalable Platform to provide a robust customer support and service experience
Updated April 27, 2022

Robust and Scalable Platform to provide a robust customer support and service experience

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

Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)

We use Khoros as a support, collaboration, and learning community for our customers. Community not only helps in saving time and $$ for our support but also provides a place for our customers to give ideas around products and interact with each other. KhorosCommunity helps us to nurture our customers and deliver a better experience to our end customers.
  • Easy to use and customizable interface
  • Robust API support and easy to integrate with third party platform
  • Rich feature set for various interaction for the customers
  • Easy to use admin interface and Metric details
  • Events integration with MS teams
  • V2 API permissions just like V1
  • Better access to API Billing metrics...you need to see what APIs are being consumed and if associated with any user.
  • Hight NPS score
  • Increase in customer satisfaction and engagement
  • Good ROI on support
  • Increase in overall brand loyalty
Platform is highly scalable. With its robust SaaS framework and Horizontal Scaling we can scale and create new areas without sacrificing user experience.
We have deployed custom user experience with the help of Khoros support. In addition to that, the monthly reports from Khoros has been very helpful in pointing out areas of weakness, strength, and opportunities to improve.
Yes we do have moderations support, analytics, and content management which helps with community operation and growth of the community.
  • New feature ideas
  • Access to learning and training resources (e.g. product coaching)
We have used ideas for delivering product feedbacks and new features requested by our customers. In addition we have a learning and training area to help customers to better use our products
Gamification has played a good part in incentivizing customer engagement and helps us run a string super user program.
Have evaluated with other community products. Khoros provides much more robust options for customization and more feature rich in comparison.

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

Khoros Communities is very well suited for someone looking to provide a curated look and feel, and experience to their customer rather than just Vanilla. You can develop and match it with your brand needs and create custom components, pages as needed. It is also very robust in terms of integration. Even for someone new it is very easy to use and provide a lot of value with OOTB components and features.

Using Khoros Communities (Formerly Spredfast + Lithium)

1500 - Sales
Marketing
Support
Product
Internal Employees
16 - Developer with technical skill for customization and Integration
UI/UX
Product Manager
Community Support Team
User group program team
Super User program team
  • Support
  • Product Ideas
  • Learning
  • User Groups
  • Marketing
  • Customer Services
  • Learning Portal/Academy for users
  • Certification Integration
  • SFDC Integration for various use cases like KCS
  • Product Integration with Community
  • Ideas Automation
  • User Onboarding
  • Personalized Experience and Recommendation
Community has worked well for over the year. However, there have been a lot more technical and feature issues we have been seeing in last year or so. Also customer support has not been very quick to address issues. SO there are things that can definitely be improved on Khoros end

Evaluating Khoros Communities (Formerly Spredfast + Lithium) and Competitors

  • Price
  • Product Features
  • Product Usability
  • Product Reputation
Can the product help us to meet the business needs and our ability to provide our customers with the best experience with it
Will use the same evaluation process

Khoros Communities (Formerly Spredfast + Lithium) Support

Overall its been good experience however support has been slow and there has been other technical issues that we have faced
ProsCons
Good followup
Kept well informed
Support cares about my success
Problems left unsolved
Escalation required
Need to explain problems multiple times
We had it in past but we currently use it as we did not see the ROI
Yes - Its been a mixed bag with some getting resolved while other getting stuck or not solved