My experience with 3 years of working with Khoros Communities
May 10, 2022
My experience with 3 years of working with Khoros Communities
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)
Our Community was designed to be a Support style community. We put emphasis on Accepted Solutions and having our members find and get access to information as fast as possible.
Support in our Business is an additional fee, so having the community to support Trial/Lite users or even more advanced paying users is great for us to have where customers can support other customers with 1 to many.
We also use the Idea Exchange which quickly became one of the most popular areas in the community. The ideas started flowing as soon as it went live and has come with it's own set of problems.
Support in our Business is an additional fee, so having the community to support Trial/Lite users or even more advanced paying users is great for us to have where customers can support other customers with 1 to many.
We also use the Idea Exchange which quickly became one of the most popular areas in the community. The ideas started flowing as soon as it went live and has come with it's own set of problems.
Pros
- Their own Community, Atlas, is a good way to learn and interact with other customers and professionals in the industry.
- Their release cadence is pretty consistent with no updates coming out every few months. The release notes are decently filled out with links to more specific documentation.
- The Khoros Communities platform is also very solid. It's their main product offering and has a lot of out-of-the-box features that would allow anyone to easily start up a community quite easily.
Cons
- I feel that the professional services engagements need to be better. There is a lot of miscommunication, and a lack of clear outcomes, goals, and timelines. It can take weeks to get meetings on the books and a team assembled to start getting work done.
- Documentation on their website, at times, is outdated or incorrect. Sometimes the product doesn't even work as described in some of their documentation
- The admin console could use a nice fresh UI overhaul. While it's functional, it would be nice to see a more modern UI for the area where most community managers are spending a decent amount of time
- We are able to see what our different cohorts of customers are doing within the community, and we are able to create content and programs based on the engagement we get from these different groups.
- We have been able to start an Idea Exchange space where our customers can share, vote, and comment on features they would like to see in our products. It quickly became a very popular place within the Community.
- With the discussion forums, we are able to use the Accepted Solutions functions to help deflect tickets and Support interactions working on a 1-to-many scale.
The company was already using this platform when I was hired, so it's what I had to work with. In a previous role, I did explore Khoros Communities as a platform and it was one I really wanted to use, but it's a very expensive platform so I wasn't able to move forward with it.
Back to my current role, again, this is who we already had a contract with.
Back to my current role, again, this is who we already had a contract with.
Do you think Khoros Communities delivers good value for the price?
Not sure
Are you happy with Khoros Communities's feature set?
Yes
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
Comments
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