Khoros is strong but with some minor difficulties
December 04, 2018

Khoros is strong but with some minor difficulties

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • Conversations
  • Intelligence

Overall Satisfaction with Khoros Marketing (Formerly Spredfast + Lithium)

Khoros is currently used by the social media team in my organization for analytics and scheduling. I primarily use the Intelligence section, where my coworkers spend most of their time in Conversations. Although we are offered additional Khoros access, we have not spent much time exploring what else is available to us.

Pros

  • Scheduling posts is simple. It allows you to post right away or schedule for later. It also displays a full calendar view to ensure that posts are not overlapping.
  • Intelligence provides extensive analytics for Twitter and Facebook as well as Instagram. It allows you multiple ways to filter searches and look at different breakdowns of content.
  • The platform itself makes it easy to navigate between Intelligence and Conversations

Cons

  • Khoros offers a number of platform services, but so many that it tends to be overwhelming at points.
  • We would like to see a little more transparency with the company. Several months ago Khoros merged with a company called Lithium, and my coworkers and I were not aware of the change until we attending their conference in Texas.
  • There seems to be a lot of turnover. In my 2.5 years working with Khoros our account has had a handful of different account managers, sometimes making it hard to keep up.
Khoros is great for filtering down searches to exactly what you are looking for. When looking at what our consumers are responding to, we are able to filter out certain phrases or users to see the most basic and pure information that we are looking for. It also allows us the ability to track multiple searches at once to see how they compare against each other in a neat chart.
It is very important, but we use it in the sports industry. That being said, we don't have your basic "customer care" strategy like other B2C companies do. Our social media team is there more for sharing team news, as well as other needs such as ticket sales and promotions and general content.
Khoros is our main source of social analytics, which we track regularly. It is used in our weekly, monthly, annual and special circumstance reporting to look at what fans are saying about us and how they are engaging with different levels of content. It is a great help in showing other departments which content of theirs is or is not working.
It has been several years since I have used Sprout Social, so it is difficult to compare. I began using Khoros when I began a new job 2.5 years ago. I will say that despite having several years of experience using Sprout, making the transition to Khoros was simple. I understood very quickly the main points of the platform and how I could use it to best perform at my job.
Having the ability to schedule and use analytics in the same platform is a huge benefit. From the beginning Khoros is very easy to navigate and simple to catch on to using the basic functions.

Khoros Social Media Management Feature Ratings

5.7
Boolean keyword searches
Not Rated
Filtering out noise/spam
5
Sentiment analysis
4
Broad channel coverage
8
9.0
Content planning and scheduling
9
Audience targeting
Not Rated
Workflow management
Not Rated
7.0
Automated routing and prioritization
7
Customer interaction histories
Not Rated
Bulk actions
Not Rated
7.0
Lead generation
Not Rated
Content marketing
Not Rated
Campaigns and promotions
7
9.0
Twitter
10
Facebook
10
LinkedIn
Not Rated
Google+
Not Rated
Instagram
7
Pinterest
Not Rated
YouTube
Not Rated
8.0
Campaign success analytics
8
Real-time tracking
9
Competitor analysis
7
7.0
Role-based user permissions & privileges
7
Mobile access
Not Rated

Khoros Marketing (Formerly Spredfast + Lithium) Implementation

Khoros Marketing (Formerly Spredfast + Lithium) Support

Someone is almost always available and responds very quickly to any issues or concerns. Customer service is one of their best features and we have never had an issue. They take their time making sure you understand what you are working with and are available via email or phone to walk you through any issues.

Using Khoros Marketing (Formerly Spredfast + Lithium)

Khoros in general is very simple and clear to use. However, there are so many features that it becomes easy to get overwhelmed with all it can do. There are many uses my team and I have not explored either because we don't need them or because we don't have time to learn all the new features. I will say that Khoros is good at offering trainings for new features.

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