Great product for growing communities
Updated July 17, 2023
Great product for growing communities
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.
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?
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
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.
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.
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.
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