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