Khoros Review

Khoros is a great tool that solves a niche need in Social Marketing and Social Customer Service use cases. However, this has also limited it as an easy solution for omnichannel support strategies.

As a SaaS, turnkey solution it's very easy to use but that also means there aren't as many options to customize the user experience to meet the unique needs of a business. It would be great to allow more customization of the application via custom Javascript, HTML, and CSS. To be fair, this is outside the scope of what is on offer and the UI/UX is already great out of the box, but it would be a welcome improvement to have a bit more control over the experience and workflows.

The permissions and role configurations are very simple and easy to use. However, if you want more fine-grain control over specific permissions, it's very limited. For example, it is not possible to allow user access to edit tagging without granting full admin access to all configurations.

Khoros offers great out of the box dashboards and reports. The raw data reports contain a lot of useful information. However, the ability to access raw logs for tracking various events within the tool interface is not available. For example, it is not possible to easily see the history of all events that occurred on a case in the raw data reports. Reports always show the current state of a case so pulling the same report twice can result in different reports. This is challenging from a data management perspective.