The best platform for communities on the market
January 11, 2022
The best platform for communities on the market
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.
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.
- 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.
- 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
Support, training, and consulting services have helped us to better understand
the behavior of our users, detect opportunities, trends, as well as new ways
to analyze in-depth our results in order to improve the user experience in the
community.
Support, training, and consulting services have helped us to better understand
the behavior of our users, detect opportunities, trends, as well as new ways
to analyze in-depth our results in order to improve the user experience in the
community.
Some features of the communities are also included in Khoros Care, this has allowed us to improve the user experience of our agents/moderators; improving the response SLAs and the satisfaction of customers who need support from our moderators. In addition, the connection of the API with our Social Listening tool has allowed us to have in-depth information about the performance and the user behavior.
- Product feedback
- New feature ideas
- Access to ratings and reviews
- Access to learning and training resources (e.g. product coaching)
Training and continuous innovation are key for Khoros Communities. We can always subscribe ideas, or have access to the best use cases that the Khoros team has always helped us to improve, having a positive impact and great results in all aspects. The product coaching allows you to learn or clarify specific doubts at your own pace, which is useful for optimizing the time you can dedicate as a professional to your community strategy, every time you need.
Our Super User program has different levels of users, which has helped us to detect the most active users in the community. In addition, this program has allowed us to create synergies with other departments in order to launch loyalty programs dedicated to these users to get valuable insights, innovate or improve our own services and products, as well as improve results in customer satisfaction and engagement. Moreover, we use the gamification features to run contests that helps us to improve positive results in brand sentiment.
- 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.
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