The Best-in-Class Community Platform that Wears the Crown
Updated March 30, 2022
The Best-in-Class Community Platform that Wears the Crown
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)
Our primary customer support portals and online communities are built on the Khoros Communities platform. The platform allows us to provide our customers with resources such as product documentation, advisories, downloads, knowledge base articles, and other materials, while also offering a space where customers, partners and employees can interact with each other to answer questions and resolve issues.
Through the use of the Khoros Communities platform, we are able to provide proactive support and self-service solutions to our customers to help them be as effective as possible, and we are able to successfully deflect support cases by making the resources they need as easy to find as possible. At the same time, we utilize the same platform for our customer case portal where support cases can be submitted to our technical support teams.
We also leverage Khoros for our primary intranet where all of our employees can interact with each other to share content and build relationships in a world where meeting together physically can be difficult.
Through the use of the Khoros Communities platform, we are able to provide proactive support and self-service solutions to our customers to help them be as effective as possible, and we are able to successfully deflect support cases by making the resources they need as easy to find as possible. At the same time, we utilize the same platform for our customer case portal where support cases can be submitted to our technical support teams.
We also leverage Khoros for our primary intranet where all of our employees can interact with each other to share content and build relationships in a world where meeting together physically can be difficult.
- They provide a highly customizable platform that can be adapted to any use case.
- They provide best-in-class support to their customers.
- They have an extensive product roadmap and continuously improve their platform.
- They utilize their own platform to provide a highly superior customer portal and community.
- Their developer documentation is second to none and is extremely valuable.
- Their SDK is rather archaic and could really benefit from a refresh.
- Their support team, while knowable and friendly, sometimes struggles to meet SLAs.
- We have been able to proactively resolve customer issues through self-serviceability.
- We have increase external and internal collaboration through our online communities.
- We have dramatically improved our customer Net Promoter Score for online tools and resources.
Overall we have been very impressed with the Khoros Support team. They have been hard workers and always seem to go the extra mile in our support cases. We've found the Technical Account Managers (TAMs) to be extremely beneficial. They not only meet with us weekly to discuss our cases, upcoming releases, and other topics, but they also help us to get our cases prioritized and sometimes even directly step in on cases to assist with resolving our issues.
We haven't had the chance yet to dive heavily into analytics for our communities as we've had other competing tasks that have taken precedence, but we do rely heavily on the Khoros APIs to perform many automated tasks across the platform. This includes everything from managing access control to capturing activities and moderating content.
- Product feedback
- New feature ideas
- Access to learning and training resources (e.g. product coaching)
We utilize the idea exchange functionality to both obtain product feedback and to provide a venue for customers and partners to submit new feature enhancement ideas. This has already proved to be very beneficial and has helped to shape our product roadmaps.
We also utilize Khoros for our Education Services course catalog where customers can browse our available learning & development courses and sign up for them.
We also utilize Khoros for our Education Services course catalog where customers can browse our available learning & development courses and sign up for them.
Our customers have made it very known to us that they really enjoy the gamification aspect of our communities, and we were very happy with the range of functionality and customization that the gamification feature within Khoros has, especially compared to previous platforms we have used.
We have not only utilized gamification for standard participation on the communities but have also used it to highlight and recognize super users and to reward conference attendees.
We have not only utilized gamification for standard participation on the communities but have also used it to highlight and recognize super users and to reward conference attendees.
I evaluated several different community platforms when Jive-x was being discontinued and ultimately chose Khoros as it had much more customization options compared to the other platforms out there. It also seemed to be the most robust and powerful, had the most features, and had the added bonus of having acquired Jive-x in order to use its features to buoy up the Khoros platform.
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?
No
Would you buy Khoros Communities again?
Yes