Khoros Communities has been at the Forefront of the Community industry for Decades
April 01, 2022
Khoros Communities has been at the Forefront of the Community industry for Decades
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)
Our Community plays a key role in our customer support offering, with 98% of traffic from organic search landing on the site. The natural language conversations bring Spotify users from the likes of Google to the Community. It is especially relevant for long-tail and niche support issues which aren't so easy to identify and solve in our main advisor-manned channels. We also have a very active Ideation area, whereby users can submit product ideas for us to review. The trends in ideas helps us prioritise needs and issues users have. The ability to give roles and permissions to members of the community also allows us to share a workspace with users, rewarding and incentivising them for their participation. Khoros Community has many options for us to manage this experience - although a fair degree of technical knowhow is required to truly customise things.
- Lots of interaction styles to use to shape the experience: forums, Ideas, blogs, knowledge base
- Stable platform that I have rarely had outages with in my 10 years of experience
- Range of gamification features that are extendable - eg badges, ranks
- Options to give roles and permissions at a very granular level - allowing you to empower other users/members to perform tasks/actions - and to make that different in different areas of the community
- A high degree of technical knowhow is needed to truly customise the experience
- Some features are fairly antiquated in how they work, having not changed since they were introduced
- Support experience when issues occur has not always been optimal - it can take a lot of time to deal with some bugs
- We receive ~4million visits per month with 98% from organic search
- Helps us identify product bugs, with those identified by our community playing a higher proportion than other customer support channels
- Allows us to manage a group of superusers who contribute ~10% to answering support questions
- During incidents/outages our community plays a central role in communicating progress of a fix/resolution
Khoros Professional Services have assisted in the past with a redesign, and we use their Strategic Services 2 or 3 times a year to benchmark our performance against other Khoros customers to understand how we are performing, and where we can improve.
The data APIs allow us to join the community data with other channels to monitor and measure performance. Our community operations can be scaled as we are able to give members roles and permissions to help us manage and run the community.
- Product feedback
- New feature ideas
Allows us to deflect contacts from other support channels as users can submit product feedback and ideas.
We are able to prioritise bugs and issues based on number of users reporting an issue, and the severity of it to their experience.
We are able to prioritise bugs and issues based on number of users reporting an issue, and the severity of it to their experience.
Gamification features are plentiful, but personally we are scaling this back for our superuser program as it became too complicated (from our own decisions to set it up that way).
In my time managing communities I have only used Khoros. I have been through at least 3 or 4 RFPs whereby we have evaluated other products though. Khoros is a known quantity for us, and we have in-house expertise built up.
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?
I wasn't involved with the implementation phase
Would you buy Khoros Communities again?
Yes