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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

Anonymous | TrustRadius Reviewer
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.
  • One on one product coaching.
  • Account support.
  • Strategy engagement.
  • Analytics reporting.
  • 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.
As I am relatively new to the platform, learning about the available components, technologies and applications have been very challenging but I can see that Khoros Communities is committed to forward-thinking infrastructures to help communities scale and adapt in uncertain times. I appreciate the level of commitment that the support staff provides to help us succeed in our efforts to fully realize the benefits of the community.
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.
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

The Khoros Communities platform is incredibly well suited to help our customers engage with one another and establish sometimes very technical dialogue and provide solutions that generally have quite a few variables. The platform is particularly well suited to take these complex solutions to build well-heeled knowledgebase content. We have received some negative feedback for the platform not being timely enough to satisfy more urgent requests.