Khoros Communities for large ed-tech community

We have a user community that provides support documents, videos, release notes, discussions, and question forums. We're a leading ed-tech company with over 1.5 million registered users in our community who provide peer-to-peer help. We've been using Khoros Communities for over 2 years as of writing and have been happy so far with our purchase decision. Khoros provides us with the tools and support we need to run a successful online support community. While there are features and processes they can work on, overall they've been a great community partner for us.

We've engaged with Khoros Support quite a bit and usually, we have a good experience. Their support team is typically responsive and helpful for the cases we've submitted and needed help with. We've used professional services for a few engagements, but nothing major. They're a bit slow, but always good to work with and help us clarify and realize our community needs.

We have a lot of members, so moderation is vital to our community's success. Khoros is working on more moderation tools, but their current feature set mostly meets our needs. We've had to use some workarounds to get past their lack of super robust moderation tools. We use analytics often to make sure we're meeting our KPIs and track our ROI and support deflection. Analytics also helps us track what content is effective and what we can abandon in our content strategy.

We haven't done much with gamification since launch, but what we have done has helped our users earn badges and engage more with the community to earn these little "rewards". We have a manually selected super user program right now, so we don't use the built-in gamification very much for our super user's program.