Item: Khoros Communities
Rating: 8
Author: Verified User

Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

Customer Success Managers are phenomenal
Atlas community is fairly easy to navigate
I like the goals upper management have.

Cons

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.

Return on Investment

Unfortunately, we have not received the best survey responses.

Scalability

We are merging with another company and this transition will take another year to fully merge. So far, it has grown well with us in holding the documentation we need. However, we haven't merged documentation with them.

Customer Support

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.

Community Management with Khoros

It gives us real-time feedback so we can be quicker in response to resolutions.

Insights Gained From Khoros Communities

Product feedback
New feature ideas
Access to ratings and reviews
Access to learning and training resources (e.g. product coaching)

Gamification Features

We have not used this feature yet.

Alternatives Considered

N/A

Other Software Used

Oracle Access Management, Microsoft Teams, Atlassian Confluence, Atlassian JIRA Align (formerly AgileCraft)

Key Insights

Do you think Khoros Communities delivers good value for the price?

Not sure

Are you happy with Khoros Communities's feature set?

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

Likelihood to Recommend

Based on my previous answers, this is why I would score. Honestly, the only reason why my score is higher than I would probably do is because of the Khoros people I have worked with. They really are great people and Khoros is really fortunate to have such incredible employees.

Comments

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Love the company and their people!