Customer experience with Khoros Communities
Updated July 13, 2023

Customer experience with Khoros Communities

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

Overall Satisfaction with Khoros Communities

If we have any doubts about community implementation then we will use this Khoros Communities to clarify my doubts. Khoros Communities is very helpful in submitting new ideas. By using this Khoros Communities we can avoid Khoros support. In recent times, Khoros separated documentation. But as a community user, we are interested to see all information in the community only.

Pros

  • It increases the knowledge transfer between community developers.
  • We can easily find latest release notes by using community search.
  • Community admins actively giving answers to our questions.

Cons

  • Khoros needs to improve developer documentation.
  • Automatic prioritization.
  • Auto tagging for issues.
  • Our account managers are always very helpful in providing insights and best practices.
Implementation involves a lot of thought and consideration as you are making business decisions that impact how every incoming conversation is handled. It does take some time and effort, but our Khoros team was incredibly helpful as they walked us through all the possible scenarios and why we may prefer one setup time over another. The involvement from any other teams on our side (for example, IT) was minimal.
We previously used a competitor and found that the customer care escalations with Khoros were more intuitive with more robust reporting capabilities. Additionally, Khoros made more sense from a cost perspective for what it is able to accomplish, versus some of its major competitors. The workflow build was much more appropriate for our business as well.
  • New feature ideas
  • Access to ratings and reviews
  • Access to learning and training resources (e.g. product coaching)
Khoros Care is great for quick responses on Facebook, Twitter, and Instagram, which are our three most used platforms. Based on what I have seen, it would be better to have a more in-depth review module that allows for better response capability. Right now, it seems that Khoros Care only allows us a bird's eye view of sentiment and issues, versus handling all responses across various review platforms

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

Multiple team members use Khoros Care daily to help respond to and escalate customer care issues, monitor trends, and determine the overall brand sentiment on social platforms. We are able to track from entry to resolution on our customer care side and have been able to determine any potential problem areas early on thanks to the detailed tagging in this platform.

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