A very good contender in the Social platform environment for Enterprise customers
Updated December 18, 2014

A very good contender in the Social platform environment for Enterprise customers

Veit Irtenkauf | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version


Modules Used

  • Community
  • Mobile
  • Q&A
  • Tribal Knowledgebase
  • Ideas

Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)

Khoros is an enterprise-grade social community platform, which is most commonly used to allow for interactions between B2B and B2C customers, prospects, and partnering in either a Support (call deflection), Marketing, or Collaboration environment or context. Communities deployed by its customers are predominantly external-facing. The product is modular, so it can be expanded with additional functionality over time. Khoros offers connectors to popular enterprise backend systems, such as Salesforce. Additional connections or functionality can be programmed via APIs. Most customers use professional service organizations to launch Khoros for them.
  • Community - it has the robust functionality and all the bells and whistles that customers typically look for
  • Out-of-the-box widgets - there are a number of out of the box widgets, such as "Most recent threads" or "Unanswered questions" that can be easily deployed throughout the community. Depending on where you deploy them, e.g., homepage vs. a specific board, these widgets "narrow down" their content based on the context you are in.
  • Programmability - well-documented APIs that allow you to custom-program functionality
  • Not a knock on the product per se - but each product in this space follows a certain philosophy. If customers don't want to learn that philosophy and thus force-feed Khoros to do something it's not designed, it becomes hard to implement and maintenance heavy. Same is true with Jive and Salesforce Communities
  • Design adaptation sometimes requires a lot of custom-programming. This is often caused by designers not fully understanding how communities work. On the other hand, esp. on homepages, in order to draw people in, a mix of content is often the best approach. And that requires at least some custom-programming for Khoros's integrators
  • In a support environment, call deflection has been measurable for many customers. In fact, more and more customers utilize Khoros to deflect a vast majority of the L1 inquiries to the community.
  • In a Sales/Marketing area, conversions and upselling are key. Here, Khoros's community can be very instrumental, since experts in the community often can answer questions that the company cannot or is not trusted enough by its customers, e.g., how good are LTE speeds in a certain neighborhood in San Francisco, or, when comparing Phone1 against Phone2 and battery life matters in real-life environments, which phone is better.
  • While mileage might vary, we've heard from our customers that a number of them achieved a 20+% call deflection, or a 30+% conversion increase
Khoros is much more established and feature-rich than Salesforce's Community offering. E.g., gamification is implemented well in Khoros (except for Missions and Journeys) whereas Salesforce's offering is rudimentary.
Jive is mainly used for internal communities, whereas Khoros mainly for external communities. Both can do both internal and external, but their roots are different.
Knowledgable, does custom code analysis to point out issues that might make the code not work (well), have a great developer community that can help, even if their support does not.
Apart from what Khoros does best (managing and surfacing UGC), it is very well suited for support or sales support communities when an existing CRM is involved. During the selection process, it's important to fully understand what prospects want and why. E.g., if they want to encourage people to post, Q&A might be the module you want to put front and center, whereas if you want people to engage with existing content first, you might want to deemphasize content creation a bit. It's important to understand the prospect's philosophy to help them guide to the best approach.

Using Khoros Communities (Formerly Spredfast + Lithium)

50 - Development, Project Management, Program Management, Support, Sales, Marketing
40 - Technical Architects, Project Managers, Developers, QA, Customer Success Managers, Sales
  • Support
  • Marketing / Sales
  • Collaboration
It's a great value.

Khoros Communities (Formerly Spredfast + Lithium) Support

Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
As mentioned, they dig into custom code, when certain API calls seem to not work. Are a good stakeholder in resolving my issues. Have helped us in analyses on performance in communities.

Khoros Communities (Formerly Spredfast + Lithium) Reliability

I've hardly ever seen downtime in any of their production communities. There's the occasional reboot needed for config reasons or if patches are applied, but these take place after customer approval and typically last only a few minutes.