Love the company and their people!
April 26, 2022
Love the company and their people!
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)
We use this to organize and store most all documentation once a company becomes a customer. This includes but is not limited to discussions between customers, product support engineers, and the like; release guides, quick tips, and tricks; security advisories; internal documentation for different departments; and the gateway to accessing our software downloads for all of our products. The problem it solves is allowing us to house all of our customer documentation in one place. It also allows customers to ask questions and receive answers, therefore, reducing the number of support tickets we receive.
- Customer Success Managers are phenomenal
- Atlas community is fairly easy to navigate
- I like the goals upper management have.
- ROLES + PERMISSIONS. This has been one of the most difficult items I have to deal with on a DAILY basis. Unfortunately, there are a lot of complexities my company brings to the table. The roles and permissions that we have today do not satisfy our needs. We have to really work around these and sometimes this forces us to reveal certain views to some customers we don't want them to have access to at all. For example - I need to have access to where you can deny access to visibility on some subcategories but grant access to others under a higher category. This is one of the main reasons why I would not recommend Khoros if you have complex product and customer structures like my company.
- The search engine for some reason does not pull up what common sense would think it should pull up. It can be frustrating for some customers and fellow colleagues.
- Unfortunately, we have not received the best survey responses.
Our growth in users has grown substantially. There is more of a spotlight now on our support community since moving the software into it. We now have many other internal departments needing to utilize it.
It gives us real-time feedback so we can be quicker in response to resolutions.
- Product feedback
- New feature ideas
- Access to ratings and reviews
- Access to learning and training resources (e.g. product coaching)
We have not used this feature yet.
Do you think Khoros Communities delivers good value for the price?
Not sure
Are you happy with Khoros Communities's feature set?
No
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?
Yes
Would you buy Khoros Communities again?
Yes