Great product for growing communities
Updated July 17, 2023

Great product for growing communities

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

Overall Satisfaction with Khoros Communities

The community hosts 10 years of content. More than 500B visits since 2013. It's our brand showcase for customer services. Thanks to the community, more than a third of answers are provided without the help of our customer service. And 30% of people found answers that fit their questions.
  • Great account management and support.
  • Overview of the activity / Analytics.
  • Flexibility.
  • Customization.
  • UI fundamental.
  • Decrease in direct calls.
  • Increase in customer satisfaction.
  • Drop in traffic.
There is a good understanding of the needs in the area of customer services. The evolution is constant.
Indeed, we work regularly with Khoros support and with our customer success account manager. The advices are most of the time well aligned with our strategy and vision.
I mostly use Analytics to build great dashboard and get a close overview of the activity. I though moderation wasn't a service offered by Khoros so I guess I can't judge on it (but I do use bulk archiving since fee days and the 22.2 release). For the content I'm pretty happy.
  • Product feedback
  • New feature ideas
  • Access to ratings and reviews
  • Access to learning and training resources (e.g. product coaching)
For the moment it is difficult to measure the impact, we will see more clearly in a few weeks.
Our super user program is currently working really well. Their commitment is excellent. They alone represent 40% of the messages generated and there are not even 10 of them. To give you an idea, we have over 200,000 messages each year.
Khoros Communities was already in place when I arrived on this job so I didn't select it from other products.

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?


Did implementation of Khoros Communities go as expected?


Would you buy Khoros Communities again?


Overall, if you have a good knowledge of Forums/Communities you will be very comfortable with using the Khoros tools. If you're thinking of moving to Khoros / Lithium however, you'll need support for customization (UI/UX, SEO for me).

Using Khoros Communities

2 - Product owners of communities.
- Product team ensure coordination between the various
stakeholders, define the community's objectives and implement strategies
to achieve those objectives.

- Community management: in-depth knowledge of the subject being discussed in the community. Being able to answer complex questions, provide valuable information and help solve specific problems.

Customer relationship: interact directly with community members,
gathering their comments and suggestions, and can also help resolve
customer service issues.

Community moderators: These are people with an excellent ability to
manage dialogue, communication and maintain a respectful, constructive
environment. They must be skilled in conflict resolution and have
excellent judgment to guide discussions productively.
  • Call deflection
  • self-supporting
  • Branding
  • recruiting influencers
  • collect ideas from users
  • Proactive customer support
  • Integration with artificial intelligence tools
  • Enhanced user experience
  • CSR
On a scale of 1 to 10, I'd give Khoros Communities a solid 8. The system is extremely easy to use, enabling our team and community members to navigate and interact with the platform with ease. The wide range of features offered by Khoros Communities has greatly enriched our online interactions and improved the efficiency of our customer service. The technical support team has also been extremely helpful, could be quicker sometimes for answering our questions but they efficiently resolving any problems we have encountered. The platform is perfectly scalable, capable of handling our growing user base without any performance problems. What's more, Khoros Communities offers excellent integration capabilities with our other software tools, making our operations smoother and more efficient.