After 10 years of use, I'm not sure that Khoros remains the best community solution
Updated July 11, 2023

After 10 years of use, I'm not sure that Khoros remains the best community solution

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Khoros Communities

I'm responsible for 2 Khoros communities. I'm in a customer care department. Our main concern is the lack of echat among members and among the team. We also need a better integration on communuties of our members from Social Networks.
  • Help among members.
  • Participation of meet-up with our top members.
  • Alerting of our top members on potential crisis concerning our products & services.
  • No echat, no functions like WhatsApp group internally.
  • No real-time stats.
  • The measurement of call avoidance is hard and not sure.
  • The measurement of customer satisfaction through his "journey" when he reads or when he asks a question on the forum--> how to find the real vectors: time of responses, quality of response by a member, time of response by the brand, UX/UI of the community, efficiency of the search engine, quality and precision of the SEO?
I've been working on Khoros Communities platform since 2012... so I can judge the scalability. The community structure has known very poor evolution. If I judge functionality: poor evolution so poor scalability. If I judge the capacity of the platform to grow with more traffic and more members: it is ok! I can give 9/10.
Since 2012, the helps of CSM is good. Very little utilisation of professional services except at the beginning: very helpful & fast but it costs a lot.
We use mainly community analytics.
  • New feature ideas
  • Access to learning and training resources (e.g. product coaching)
Rating & Review: doesn't work well for us.
Product feedback: not useful, our customers don't want that forum is a commercial space.
We use it since the beginning, so it's hard to think that we could do without.
It is our main "engine" to rule the communities and its members and to pilot our "Top members programs"
Khoros was a better solution and we had a better commercial proposal.

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

Yes

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?

No

Would you buy Khoros Communities again?

No

Using Khoros Communities

100 - Customer relation
  • Questions of our customer
  • Exchange with the marketing team for co-building offer
  • SEO thanks to the answer of the helpers
  • Hard to say something on the future of our Khoros communities at Orange/sosh... budget wil be certainly cutted
Hard to predict the future due to financial constraints

Evaluating Khoros Communities and Competitors

  • Scalability
  • Ease of Use
No more my job. The financial team will decide

Khoros Communities Support

no idea. No possibility to skip this question
Included in the contract, no other possibility if my memory is good

Using Khoros Communities