The side effects of Khoros...Technologies.
August 28, 2018
The side effects of Khoros...Technologies.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)
Originally we started out using Khoros Communities, with our prepaid brands Boost & Virgin, after a very successful launch, we made the decision to move our 12-year-old Sprint Community, over to Khoros. Initially, the primary purpose of all Communities was call deflection. More recently we have begun to use it to improve our customer experience. If you would like more detail, please read about our Social Support success.
- Configurability. There are so many tools, features and functions, that you can easily customize your community to meet your industry needs.
- Ease of use. Out of the box both users and admins can easily begin using the Community, but it also offers more technical options, and training for everything.
- The entire Community is built for optimization, tags, labels, the ability to create custom search, titles, text & canonical URLs.
- Overall I am very satisfied, as with any tool there is always room from improvement or change, every company has specific needs, so these are a couple of things that would benefit me.
- Search. The internal search tool works well, but there is room for improvement. Khoros is currently working on enhancements, so I am looking forward to the new changes.
- Surveys. They have a great survey tool, but I would love to see an enhancement that would allow agents/community managers to respond to customer survey responses. This is probably an industry thing, but our customers tend to use the survey tool as a complaint box.
- The online Communities have had nothing but positive impacts on ROI. We have seen significant increases in Visits, Call Deflection, Engagement, Self-Service.