Khoros Review
Updated February 06, 2018

Khoros Review

Gregory Tan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Conversations
  • Intelligence

Overall Satisfaction with Khoros Marketing (Formerly Spredfast + Lithium)

Khoros is being used by all of PepsiCo - the platform is our tool-of-record for social media management globally, across all brands in all markets. While our primary objective is implementing Khoros globally in order to drive the digital governance goal of ensuring requisite and mandatory approvals for all social content, we also drive adoption and engagement by focusing on its marketing excellence and collaboration features. Through a site license, we have been able to drive improvements in cost efficiencies, increase digital and social media maturity across marketing, communications and care, and improved collaboration, planning, and measurement capabilities across brands and markets.
  • Customer success - their team is truly collaborative and interested in partnering with our business to drive success.
  • User-friendliness - the UI and UX is intuitive and simple, and it is straightforward to administer at the global level.
  • Rapid improvements - Khoros is often able to nimbly keep up with changes and updates across the major social media platforms.
  • Social media analytics - performance data is due for a major overhaul.
  • Company-wide 'governance' data - most/least active initiatives/accounts/users.
Very important. PepsiCo's instance is a unique one in that its implementation across all brands and global markets necessitates consideration of large digital maturity variances. However, as we're managing the relationship and implementation of Khoros at the global, corporate level, we take Khoros' ability to minimize risk by mandating cross-functional approvals very seriously - and they deliver.
Khoros has been instrumental in our strategy to mitigate risk globally by enforcing mandated approvals for all social content globally. In many ways, the implementation of Khoros has been a proxy for 'compliance' with this strategy; and the partnership, interest, and excitement from our sector leadership and local market champions has been extraordinary.
There has been almost year-long pilot with our care team, who have been collaborating with Corporate Comms and a few brands to trial improved collaboration for responses. They have absolutely been able to effectively solve for procedural collaboration between community management and customer care, and the Care team has also been involved in providing the 'Customer' lens on all social content as part of the approval process.
The benefit of Khoros is that it's flexible and intuitive enough for organizations of all maturity levels. Any business that takes social media marketing seriously would benefit from implementing Khoros, but I see a greater benefit for 'fractured' or matrixed organizations with multiple teams and approvers across geographies. The way that it's been set up encourages a significantly higher degree of collaboration and transparency, and we have seen Khoros cement looser ways of working and developing a more robust process across teams for social media marketing.

Khoros Marketing (Formerly Spredfast + Lithium) Feature Ratings

Boolean keyword searches
Filtering out noise/spam
Sentiment analysis
Broad channel coverage
Content planning and scheduling
Audience targeting
Workflow management
Automated routing and prioritization
Customer interaction histories
Bulk actions
Content marketing
Campaigns and promotions
Campaign success analytics
Real-time tracking
Competitor analysis
Role-based user permissions & privileges
Mobile access

Khoros Marketing (Formerly Spredfast + Lithium) Support

Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
No - Part of our contract with Khoros involves a dedicated Customer Partner, who has been instrumental in our success. He partners with the Support team escalates where necessary, and it incredibly knowledgeable about both our use-cases and the internal environment within Khoros, from engineering, product, and customer teams. If he doesn't know the answer, he knows how to find it; and is transparent about it. In my mind, that's what makes Khoros so special; the product is great, but the customer partnership and support is excellent.
Yes - Yes.
Our Customer Partner has provided so much support to us - from working with us to ensure seamless launches of new versions of the Conversations product, engaging product, and engineering for in-depth and technical questions, and escalating issues and providing visibility into the roadmap; Support from Khoros is both reactive and proactive.
The Support team is available in multiple timezones, and is able to liaise internally to resolve questions, replicate issues and advise on next steps. Every case asks for a confirmation if there's anything else they can do to assist before it's closed.