Recommended but lot of room for improvement to stay ahead
April 25, 2022

Recommended but lot of room for improvement to stay ahead

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Khoros Communities

Use it for our Forums and Blog Community. Primarily used to help customers solve their product issues through peer-to-peer network. Deflect cases going to Support centers and instead resolve them online. The community is also used to publish Company news and updates through Blogs.

Pros

  • Notifications.
  • Gamification.

Cons

  • AI Features. No AI capability seen in any features. Only the Spam has but it is very slow and inaccurate.
  • Personalization as per interests.
  • OOB Onboarding features missing.
  • DIY UI/UX changes. Very difficult to fix UI issues without a dedicated developer.
  • Need a better Analytics Dashboard. No granularity available and topics capture spam data also.
  • Improved Mobile responsiveness site. Mobile versions are very poor.
  • No mobile app.
  • Improve success rate.
  • Deflection.
  • Replies per topic.
Poor SEO features and no dedicated support team available to perform analysis on dropping SEO numbers.
Professional services is good but expensive. Working on SSO migration currently.
Analytics have helped to understand traffic inflow.
  • Access to learning and training resources (e.g. product coaching)
Helps to keep super user motivated and engaged.

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

Not sure

Are you happy with Khoros Communities's feature set?

No

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?

Yes

I would still recommend Khoros as it is currently the best in the industry. However, I have seen competitors coming with better features that include AI and a lot of automation. Notifications, gamification is great for Khoros. Lot of features are outdated, like private messaging, Analytics Survey, Community Analytics. Support is also average and takes a lot of time to resolve issues. It is very difficult to raise an enhancement request in Khoros and barely gets noticed. Enhancements should be individually handled and looked into.

Khoros Communities Support

Slow and mostly try to put it back as customer's issue.
ProsCons
Immediate help available
Poor followup
Problems left unsolved
Escalation required
Support doesn't seem to care
No. Not required.
Yes - Community Analytics is full of bugs. Still in progress

Comments

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