Impressive service levels, great enterprise experience, excellent all round product.
July 11, 2018

Impressive service levels, great enterprise experience, excellent all round product.

Joe Hill | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Modules Used

  • Conversations
  • Intelligence

Overall Satisfaction with Khoros Marketing (Formerly Spredfast + Lithium)

Khoros is currently used across large sections of our Research Publishing business, mainly within marketing and comms teams but also editorial and commercially focused groups.

We utilize the Conversations platform for publishing posts, scheduling, and planning campaigns and ensuring everyone is on the same page when it comes to our busy calendar of social media activity. This allows us to drive all our social through one interface, saving time and effort, plus gives teams across the globe visibility of the bigger picture.

We also use the Conversations platform for the detailed campaign level analytics it provides. These inform strategy plans for future social media campaigns and feed into our central dashboards and reports for senior management.

The second Khoros platform used by our group is Intelligence, which gives us crucial market knowledge and monitoring tools - this allows us to stay on top of trends in the industry, and also manage and respond to any issues that may arise within Research Publishing.


  • Customer service and account management is excellent. All the Khoros people we deal with have been helpful, professional and genuinely care about our success using the products.
  • The interface is straightforward and well designed. The Product team at Khoros also release improvements throughout the year, which are well documented and add genuine functionality - not just bells and whistles.
  • The help pages within the platform are well put together and serve as a good first port of call when we've had any issues.
  • Implementation was well managed and the training sessions delivered to our teams were very useful. These have found their way to our intranet, and new employees watch the recorded sessions to get up to speed.


  • Some improvements to the analytics within Conversations would be helpful - I know there are plans to allow bespoke KPIs to be created and this would be a welcome addition.
  • Simpler user management within the Intelligence platform - this is not yet aligned with the Conversations platform.
In terms of user management and logins, the system scales very well. We have had two main tranches of users added so far, and each time this has been a well-managed process.

In terms of social accounts being verified (added) in the publishing platform, the scalability has some areas where Khoros could improve things. We have a large number of social media accounts, and we have been working with Khoros to establish how best to add these into the platform without excessive complexity. Overall though, very good again.
Social media is increasingly crucial to academic and scientific publishing, with the reaction and discussion around published papers being a genuine part of the discussion around new research. Being able to monitor, respond and engage in the conversation is vitally important to our business.
Increasingly Social media is also playing a key role in revenue generation - both in terms of driving traffic to our partner content, plus proving our value and scope to our institutional and research customers.
Khoros has helped us coordinate our social efforts across multiple offices and countries, and has been at the center of many multi-national campaigns with the calendar and planner tools. We have also been able to utilize the Spredfast analytics (within Conversations and Intelligence) to work towards the all elusive social ROI.
We looked at a number of other social platforms while we evaluated Khoros, and we felt the service levels, user experience, platform stability, and cost were the best balance for our organization.

In comparison to the other smaller platforms, Khoros offers great enterprise-level support and functionality, and alongside the other large enterprise options out there it was Khoros' service levels and cost that really made the difference.
Khoros is a great tool for enterprise-level social management. We've been able to gradually ramp up our number of users and accounts in phases, which has suited us, as a large, geographically widespread organization.
It works well with our other marketing technology platforms, and their integrations and APIs are straightforward.
If the organization was much smaller I think the platform would still work as the costings are broadly based upon users and accounts so it could well be a good SME solution too.

Khoros Social Media Management 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
Not Rated
Customer interaction histories
Bulk actions
Lead generation
Content marketing
Campaigns and promotions
Not Rated
Not Rated
Campaign success analytics
Real-time tracking
Competitor analysis
Role-based user permissions & privileges
Mobile access

Khoros Marketing (Formerly Spredfast + Lithium) Implementation

The implementation team from Khoros were great - they worked hard to understand our somewhat complex organization, and were with us all the way through face to face meetings, user training, and technical training. We had a clearly defined account manager and implementation manager, who worked really effectively together and with us.

Khoros Marketing (Formerly Spredfast + Lithium) Support

Great account management, really proactive. Support has been prompt and helpful whenever we have had cause to use it.

Using Khoros Marketing (Formerly Spredfast + Lithium)

Excellent platform, easy to use and administrate, and ongoing improvements to the usability are regular and really beneficial.


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