A forward thinking platform ready to help grow virtual customer engagement
April 04, 2022
A forward thinking platform ready to help grow virtual customer engagement

Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)
We implemented the Khoros Communities platform for our brand in 2012. We did so to encourage engagement and create a space for our customers to find solutions for our diverse product line. We recently upgraded our platform to Hermes in an effort to modernize the interface as well as bring new features. The primary goal for our organization is to continue to grow the equity we built along the way and to increase the visibility of our community so that we can realize the full potential of call deflection, self-service solutions, and industry-leading customer engagement.
Pros
- One on one product coaching.
- Account support.
- Strategy engagement.
- Analytics reporting.
Cons
- Hermes out of the box feature review.
- Component overview.
- Product introduction - Community Manager onboarding.
- Realize call deflection benefits.
- Increase community traffic.
- Increase customer engagement.
- Increase resolution rates.
Our organization has benefitted from three facets of Khoros Communities' support. One, our account representative provides insightful direction in helping us build engagement strategies and oftentimes will bring in product experts to fully realize complex requests. Two, our Khoros Communities strategist provides an insightful and fresh perspective as we grow the community in a phased approach. Three, the Atlas online support ticket service has been amazing to work with. They provide timely, clear, and helpful solutions when tickets are issued.
Community Analytics has been instrumental in helping us update the organization's key performance indicators. This resource is designed well as it is intuitive when gathering data and generating reports.
- Product feedback
- New feature ideas
Our goal is to increase engagement and enlistment within our community so that we can fully realize the primary goal of providing thoughtful solution-oriented exchanges for our customers.
Our organization has not fully realized the powerful benefits of the gamification features within the community. We are currently working with our strategist to build these features in a way that is meaningful for the customer as well as the company. I am truly looking forward to launching this phase of our community and can offer more critical feedback once we have engaged these features.
- Snowflake and Attribution in Google Analytics (Adometry)
I am not qualified to offer comparisons quite yet. My exposure to date to these companies has been brief.
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?
I wasn't involved with the selection/purchase process
Did implementation of Khoros Communities go as expected?
Yes
Would you buy Khoros Communities again?
Yes
Comments
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