Review of our journey so far
April 25, 2022

Review of our journey so far

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

Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)

We use Khoros to manage our Social Media customers end to end and then get their feedback on the interaction. Khoros has everything in one place in terms of analytics, ease of use and customer support when we need it. Khoros allows us to see in real time what is affecting our queues, where to pinpoint needs and also where to allocate more resources.
  • Real-time views of incoming volumes.
  • Agent analysis.
  • Extremely customisable analytics.
  • Being able to modify some closure codes that are built-in.
  • Real-time alerts on agent analytics.
  • Seeing in real-time how efficient each agent is being, is paramount.
  • Effective use of queue management to sort through "junk."
  • Switching on and off of rules to be able to stem traffic and to be able to prioritise some types of interactions, is fantastic.
Anything that we have went to Khoros with around improvements, and requests, have always been met with the greatest of resect, and we feel that we have really been listened to. The support available when we need it is also second to none and in fact extremely proactive in getting issues sorted, as these are business critical, is extremely helpful.
We are currently working with Khoros in order to maximise our potential on the platform, "what does good look like" has been something we have been thriving to achieve and Khoros have been fantastic in helping with this.
Moderation has been extremely useful when training up new agents onto the platform and indeed into the Social Media arena. The ability to approve/amend in real-time is really customisable and works very well. Analytics is imperative to be able to manage our people and where I spend most of my time. It's extremely customisable and makes our role so much easier every single day.
  • Product feedback
  • New feature ideas
  • Access to ratings and reviews
  • Access to learning and training resources (e.g. product coaching)
The introduction of NPS and CSAT has massively increased both customer engagement, allowing us to see in real time how our customers are feeling and then link right into the interaction that drove the feedback. We made this available to agents too so they own their own performance, which is a fantastic driver of the right behaviours.
This has had a great impact on the super users and is something that has made them even more engaged and a part of what we are striving to achieve there. There is a clear objective for them and this really drives the right behaviours within the team, which is perfect.
Microsoft Teams, OneDrive, Microsoft 365 (formerly Office 365)

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

Not sure

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?


The layout and ease of use of all the functions on Khoros is really useful and extremely pertinent for my role as a people manager. Being able to see in real time, and also very detailed data downloads is a must for every single day. The level of detail that I can delve into is immense and literally means I can see everything that happens on the platform from day to day.