The best platform for communities on the market
January 11, 2022

The best platform for communities on the market

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)

Online communities are able to
create a collaborative space where members can easily and securely share
interests or experiences about Orange products and services. This space is
designed to reduce support costs of the inbound-service calls and improve
customer satisfaction. Also, communities
are helping to speed up the learning process in order to boost self-care,
increase brand love, loyalty, and innovation.

Pros

  • Synergies across Khoros Communities and Khoros Care for a unified and better experience for agents in community moderation.
  • A powerful community based on competitive intelligence, that helps us to improve SEO strategy from our brand.
  • The support from the Khoros team to take our community to another level.

Cons

  • The set up could be a little bit easier without the help of an IT support.
  • The same CSAT surveys that are being used in Khoros Care should be available for Communities for all those cases managed via private message.
  • Updating the look and feel of the community should be easier and more intuitive.
  • Annual Cost Savings = 1,5M€.
  • 200K Average of visits per month.
  • Deflection rate 46%.
Khoros Communities is the pioneer and lead platform of the market to run a community. During these years that it has been in use in our company, it has contributed to reducing costs and incoming calls due to the content generated by their participants (clients and no clients). The contribution of the users also has helped us to build a solid knowledge base that also positively supports the SEO strategy of our products and services.
  • Khoros Care (Formerly Spredfast + Lithium)
Khoros Communities has been improving its features in synergy with Khoros Care, which allows us to provide not only the best user experience in moderating for agents, we also have a great user experience for our participants. We have decided to continue during these 13 years along with Khoros Communities because it is the most powerful tool on the market with a truly competitive offer compared to other similar solutions.
Khoros Care (Formerly Spredfast + Lithium)

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

Our superuser program through gamification, allows users to solve other participants’ doubts and, therefore, collaborate with the agents in the resolution of inquiries. Up to now, more than 60,000 solutions have been approved and more than 24M users have consulted any of the solved threads, reducing support costs of the inbound call service.

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