The product is good, the customer experience is great
April 23, 2022

The product is good, the customer experience is great

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

Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)

The community is primarily used to seek answers to technical support issues and to download product software and/or content.
  • CSM team / supporting us a customer
  • Cultivating a community around their products
  • Being a flexible platform
  • OOB sorting and filtering options are not good
  • The Hermes UI skin does not make good use of screen real estate at all
  • significant savings from Support case deflection
  • is an important communication tool for global customer updates
It has scaled seamlessly for us so far, and I see much larger communities successfully using Khoros.
Our first engagement with Khoros Professional Services will happen later this year. Support has always been very good.
Yes, they have. We base many decisions on analytics data. We are maturing in terms of content management / archiving with the newly released bulk archive tool.
  • Product feedback
  • New feature ideas
  • Access to learning and training resources (e.g. product coaching)
Access to learning resources is a popular use case, and it works well. Product feedback surfaces in the forums regularly. The Ideation forums lack some helpful functionality like being able to merge duplicate ideas.
We do not leverage gamification very much currently. Our gamification program needs to be revamped, as does our super user program.

Do you think Khoros Communities delivers good value for the price?


Are you happy with Khoros Communities's feature set?


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?

I wasn't involved with the implementation phase

Would you buy Khoros Communities again?


Khoros works well for our B2B private support community. I see people from many industries with different needs active in Atlas, the Khoros community, so it is adaptable. It may not be necessary for a small company that really just needs basic forums for discussions / Q+A.