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Khoros Communities is excellent on every front.
April 23, 2022

Khoros Communities is excellent on every front.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)

Our community site has between 1-2Mil pageviews per year hosting more than 15 yrs of original content - primarily a technical, how-to/self-support community we aim to balance our value to all segments of the company; Sales, Product/Eng, Marketing, and Support - while ALWAYS providing value (unique and timely content and access to SMEs) for our community members. Our community is integrated with our corporate SSO, and federated search, among others.
  • Reduced our time spent managing SPAM by several hours each week.
  • Excellent configuration access for business users.
  • Good community (Atlas) support for self-solve.
  • Good support staff, account management, and decent processes are in place to maintain progress.
  • Excellent out-of-the-box / on-platform analytics.
  • Tough to manage code progressions through environments - lots of manual steps.
  • Historic organic Lithium code can cause confusion for making changes.
  • Finding the proper Tier3/Tier4 support can be difficult; lots of people wear lots of hats internally.
  • Organic search exposure improved 29% in first 2 months.
  • Time spent managing SPAM/SPAMMERs reduced >90% / incident
We are just getting started with the platform and plan to stay OOTB as much as possible. The GroupHub functionality provides a natural, business-driven (no code) way to scale. The integration with Khoros Care should also allow specific users fast access to their essential functions (moderation and resolution times). Lastly - the community syndication features appear to be simple and robust; that is where we are headed next. The ability to federate user-specific content (private groups) through federated search tools is missing (being worked on) and represents a blocker to enterprise integration.
The work we did in our launch phase, with the Khoros Strategic team, helped level-set many ongoing questions and conversations we have had with internal stakeholders after launch. We may adjust our approach over time but having a clear rationale behind *why* groups exist, or *why* we don't maintain separate forums for every product drives many stakeholders in the same direction at first.
The easy access to robust community analytics is already helping us focus on the right next steps to maintain our community health.
  • Product feedback
  • New feature ideas
  • Access to learning and training resources (e.g. product coaching)
Still, early stages in Sat Surveys but they are positive. Anecdotally our most active users have expressed delight that our site is faster, easier to use, and more able to adjust than our previous incarnation. The Ideas module alone has already produced several actionable tasks.
We already have a strong Super User program - and look forward to improving engagement with the robust game mechanics.
Experience Cloud is (was) a community in name only. Trying to club Chatter and Knowledge together in a web frontend was near impossible to make work for any of the most essential community functions; analytics was impossible, changes were extremely slow/burdensome as they are tied to everything else in SF (difficult), no real business configuration to speak of, even the most basic threaded conversations were problematic. I suppose a shop with a deep SF Dev bench skilled in LWC could make it work but it was difficult in the extreme for even our Sr devs. Further, the extensive use of javascript was slaughtering SEO and SF support for the experience cloud componentry was (is) abysmal. For 2 years we tried to make it work - we were completely on our own - and we only ever lost ground with our user base.

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

Khoros Communities can be daunting at first. If you really understand online communities then most of the configs will come into focus quickly - you will see the thought and power that has gone into the Lithium side of the platform; With a few eccentricities - most of it works well. If your business considers online communities as a lead-gen, or top-of-funnel mechanism (primarily or only) then focus on the Spredfast side of the platform at first and incorporate the Lithium side only when the support/2-way conversations with your community become more important. If you are small or stay "stock" with the product - Khoros can support you well. If you want to do a LOT of customization then you may find some aspects restrictive.