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Get closer to your customers and let them innovate for you
Updated September 24, 2021

Get closer to your customers and let them innovate for you

Stephen Fell | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Khoros Communities (Formerly Spredfast + Lithium)

We use the community platform across our entire consumer business. Primarily used as a p2p community for customer to help like minded users, the platform was widened to deliver not only our community but all our curated content to form a single port of call for all things support, taking the place of what was previously three separate websites, now consolidated as our Help & Support site. Our partnership with Khoros over the past eight years has enabled us to deliver award winning digital service.

  • Scalability
  • Uptime
  • Ability to customise a unique, branded experience.
  • Cost, but you get what you pay for
  • Support with complex issues, however they are few and far between
  • Enabled us to maximize call deflection
  • Scale digital support
In eight years the down time is almost non existent and during unplanned, significant spikes in traffic the platform has not only remained up but maintained performance. Along with their suite of API's, the solution is very scalable.
Initially we used professional services to support the launch. Their guidance on best practice use of the platform, it's features and how to align them to our business goals and objectives for our community, was priceless. Being more mature in our community, we use PS less but still rely on them for guidance and support.
Analytics has allowed us to see which content is being used most and topics customers are searching for which have no results. This has helped to identify gaps in support content, often in an almost real-time basis which fed into continual improvement processes allows us to further delight the customer.
  • Product feedback
We've used gamification to encourage the behaviours and activities we want. Such as increasing the volume of likes or answered questions in the community but it's been most beneficial when we aligned it to our user profiles to encourage users to share more information about themselves enabling us to better support their needs.
Khoros Care (Formerly Spredfast + Lithium), Jira Software, Drupal

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

Yes

Are you happy with Khoros Communities's feature set?

Yes

Did Khoros Communities live up to sales and marketing promises?

Yes

Did implementation of Khoros Communities go as expected?

Yes

Would you buy Khoros Communities again?

Yes

You have more vendors in this space, than you'll have the time to review. However, if you're looking for an enterprise-grade forum platform, that just works and can seamlessly grow with your business then Khoros is ideal. In addition to the core community product, you have a number of other tools and features you can bolt on to take your support experience to the next level. "Out the box" has never been an default setting for us, wanting to customise the user experience, aligned to our brand, it's safe to say your only limitation, unlike other platforms will be your imagination in what you can achieve with the Khoros platform.