Item: Khoros Social Media Management
Rating: 9
Author: Verified User

Overall Satisfaction with Khoros Marketing (Formerly Spredfast + Lithium)

Use Cases and Deployment Scope

I use Khoros Marketing primarily for marketing analytics/reporting. As the Social Media Analyst, part of my role includes reporting each month on the performance of our corporate and president's social media accounts. Prior to joining the company, we never had any benchmarks established. We can seamlessly identify what did and didn't work--i.e., understand what our fans/followers like and dislike. I also use the Khoros Inbox to create search streams, monitor hashtagged content, and engage when applicable. The Khoros Inbox also allows me to make sure items are tagged correctly for reporting purposes. However, the most vital piece to the platform is the collaboration it allows across our department, as most of us work remotely in different states.

Pros and Cons

Pros

Monitor the conversations that are taking place around our brand (instances where people aren't tagging us or speaking directly TO us, but rather what they are saying ABOUT us)
Ease of pulling analytics/reporting together and the overall presentation of the data
Provides a holistic view of content scheduled/published with robust filters
One-stop shop for all things social. Planning, publishing, content gallery, reporting, monitoring, engagement/community management, cross-team collaboration

Cons

Resource center can be extremely confusing and difficult to navigate
Improved functionality and capabilities with LinkedIn
Ability to create search-based streams for platforms other than just Twitter

Return on Investment

Improved our organic content strategy overall for all social channels as we learn from Analytics what works for our audience and what doesn't
Engagement. The ability to have a streamlined view (Streams) allows our team to easily engage/respond to our audience. Previously we were not using social for two-way conversation but rather we were simply putting messages out there and walking away from them.
Unified view of content being published across different teams/departments and channels

Customer Support

We recently enabled Advanced Twitter Analytics. A Khoros rep scheduled a 1:1 meeting to review in great detail the difference vs. regular Twitter reporting. The Advanced Analytics feature allows us to tell a better story.

Brand Management with Khoros

Many of us in my department work remotely, in different states. Having centralized visibility and the ability to collaborate within the platform is something that other companies that I've worked for never had, which oftentimes is the reason we never succeeded.

Scalability

Scalability is one of the reasons I'm told we chose Khoros. Many of us in Corporate Communications is responsible for different pieces and parts of social--one person schedules content; another monitors and response to inbound messages; one person uses it strictly for reporting and analytics; others serve as a backup. Centralization and collaboration are key for us as a global organization.

Key Insights

Do you think Khoros Social Media Management delivers good value for the price?

Yes

Are you happy with Khoros Social Media Management's feature set?

Yes

Did Khoros Social Media Management live up to sales and marketing promises?

Yes

Did implementation of Khoros Social Media Management go as expected?

I wasn't involved with the implementation phase

Would you buy Khoros Social Media Management again?

Yes

Alternatives Considered

Hootsuite, Hootsuite Insights (formerly ubervu), NetBase Quid, TINT and Sprinklr Social Engagement & Sales

Hootsuite is great for smaller teams and organizations and provides basic analytics/reporting. It's ideal for those who aren't as advanced in the social maturity scale. Khoros Experiences does what TINT does, times 10. I use (and have used in the past) NetBase more for insights and business intelligence for categorical topics and brands. It also requires a more extensive skill set. In the past, my team used Hootsuite for 2-3 years, but then once we were able to establish a center of excellence and get leadership to understand the value of social, we eventually upgraded to Khoros because it better served our needs for where we were on the social maturity scale.

Other Software Used

NetBase Quid

Likelihood to Recommend

Since we've never benchmarked performance on our social channels month over month, or even YoY for our annual events, the Analytics component has proved to be invaluable to the entire organization. Data tells the story, and we were long overdue for being able to tell the story. It is less appropriate for social listening and monitoring but I believe this is due to API limitations with each social network.

Khoros Social Media Management Feature Ratings

Khoros Marketing (Formerly Spredfast + Lithium) Support

Khoros Social Media Management Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Comments

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Powerful centralization platform with the best analytics feature I've ever seen in my 9 years working in social

Modules Used