Item: Khoros Marketing
Rating: 9
Author: Zach Pospisil

Use Cases and Deployment Scope

We use Khoros Marketing for managing social channel access across business units and agency teams, publishing content to Facebook, Instagram, Twitter, and LinkedIn, measuring content performance, and customer care (proactive engagement, customer service).

Pros and Cons

Publishing social content
Tracking post and channel performance
Social customer care
Continuous improvement

building more connections between care, marketing and intelligence
easier management of mobile first social channels
quicker to market with emerging channels

Return on Investment

Improved management of organic campaigns
Automated tagging for tracking post performance through Google Analytics
Plans and labels have made it easier to report on specific campaigns

Customer Support

We have engaged with Customer Success to improve tracking, labeling, and topic queue usage. We worked together to set up UTM automation and custom analytics. Customer Success and Strategic Services have also helped with rethinking and implementing workflow within Marketing Inbox to increase efficiency for our social customer care team.

Brand Management with Khoros

Channel monitoring through Marketing Inbox has helped us identify potential issues, such as outages, so we can quickly develop messaging and keep customers informed. The tool also provides us with a centralized hub to manage social channel access and track associate actions.

Scalability

We have worked with Khoros as a company for around 8 years. In that time, the social team at my company has gone from cheap engagement drivers and part-time management to an integrated content strategy, professional customer care, and channels managed across multiple business units. Khoros' capabilities have kept up with and exceeded our changing needs. At each step, there is a new tool or process to unlock that makes our work better and easier.

Key Insights

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

Yes

Are you happy with Khoros Marketing's feature set?

Yes

Did Khoros Marketing live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Khoros Marketing go as expected?

I wasn't involved with the implementation phase

Would you buy Khoros Marketing again?

Yes

Alternatives Considered

Sprinklr Social Engagement & Sales and Sprout Social

I was not involved in the decision to select Khoros but I've seen no reason to replace them through two renewal cycles.

Likelihood to Recommend

Khoros Marketing is well suited to publishing and managing access for both simple and complex social team setups. It works for single teams managing multiple channels and centralizing activity for organizations with social teams spread across business units that need a single point of entry for managing social channels. Marketing works well for simple customer care that does not require a lot of automation or tracking of care metrics. It is not suited for a sophisticated customer care operation. The Khoros Care product is needed for that.

Scalable and Simple Social Marketing Management

Modules Used

Overall Satisfaction with Khoros Marketing (Formerly Spredfast + Lithium)