Khoros Shines
Updated January 18, 2018
Khoros Shines
Score 10 out of 10
Vetted Review
Verified User
Modules Used
- Conversations
- Intelligence
- Audience
- Experiences
- Promotions
Overall Satisfaction with Khoros Marketing (Formerly Spredfast + Lithium)
We use Khoros in our digital marketing team to meet the biggest majority of our social media needs. Our use of Khoros is across a variety of their platforms, including Conversations, Promotions, Intelligence, and Care. Our biggest use of Khoros is Care, which we use to efficiently manage our customer care within social media. I have a team of 6 in there who love using Care. We also use Khoros for all our reporting, both manual and automated. As we get closer to our global event, Khoros will become increasingly important for not only Care, but also for reports and analytics. We currently use it to provide whole of company reports on a regular basis and we have onboarded a number of other partner agencies into the system and it is been a joy to use.
- Customer care for social media is handled exceptionally in Khoros
- Amazing onboarding process and they continue to assist throughout your contract
- Detailed scheduling and calendar tool with a fantastic user experience
- Analytics are wide-ranging and allow for analytics that are high level or more detailed deep dive
- Would like to see more localised tech support
Social media is extremely important to our company. As a large global event, we require the ability to connect globally with our audience in real-time and social media is the best way for us to do this. We use social media to tell stories, to sell tickets, to build engagement and excitement, and of course to manage customer inquiries. It has become increasingly important to senior management to check the pulse of what's happening and see what is trending for our organization. It's also important for a sense check on burgeoning issues and is a critical communication tool.
Khoros has been critical in our social media strategy. It has allowed us to build specific teams and workflows into our processes and will mean we have a solid system in place for our global event. It has assisted in obtaining awareness and buy-in from senior management and has become a critical tool to evaluate our audiences. Without Khoros we would not be able to operate with such a high standard of customer care.
We have successfully onboarded not only our digital media team, but also teams from other partner organisations who are using the system. They use this to ensure they can plan and schedule their content and also so that we can share and assign work across various areas of our wider organisation.
We have not integrated Khoros with other tools, but if we were around for longer I would be keen to look at integrating Khoros with a CRM such as sales.com.
I would say that it is clear that Khoros is dedicated to social media marketing, whereas with Social Studio it always felt like it was a bought add-on to an already large ecosystem within Salesforce. This means that from a user experience and a support focus, Khoros has better overall functionality to it than Social Studio.
I use the Khoros Community to check for answers to any issues before I raise a support ticket. I find that most people have had a similar experience and the group is very supportive. I also like to attend their events where I can as I think it's great to see what products are coming up.