Khoros Communities for large ed-tech community
April 25, 2022
Khoros Communities for large ed-tech community
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)
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.
- Quick support responses
- Invested and accessible customer success department
- Listens to customer concerns when mapping product features
- Outdated dashboards and admin backend
- Some basic features are limited or missing
- Too many "extra purchase add-on" features
- Since switching to Khoros Communities we've seen a decrease in support cases
- Our support deflection has been higher
- Web traffic has increased significantly, especially to our user guides
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.
- Product feedback
- New feature ideas
- Access to learning and training resources (e.g. product coaching)
We provide an open feature idea conversations forum, where our users can provide new feature ideas and feature feedback to our product teams. This has been very effective within Khoros Communities to provide some great feedback to our product teams in the form of feedback and new ideas for our products. We also provide within our community a lot of technical and how-to documentation for our products, which provides a lot of useful training and learning opportunities for our users.
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.
- Jive-x (Discontinued), Salesforce Experience Cloud (formerly Salesforce Community Cloud) and Higher Logic Community
Khoros Communities was always one of our frontrunners during the selection process. Some communities had more integrations or better UI/UX for admins on the backend. Ultimately we went with Khoros because it integrated better with some 3rd party tools we already use and it had the best security practices in an audit done by our security team
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?
No
Would you buy Khoros Communities again?
Yes