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Online Communities Knowledge and Customer Care
What do you like best about the product?
Knowledge on communities, customer centric
What do you dislike about the product?
I would like to see a more mature approach on live events management
What problems is the product solving and how is that benefiting you?
Improve customer satisfaction by self service, deflect customer support tickets, gather customers feedback on product roadmaps contribution.
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Single sign on to manage social media platform
What do you like best about the product?
Analytics help us to understand the trend of customer inquiries and operation index
What do you dislike about the product?
Tagging inaccuracy especially language tagging, Khoros support should be more user friendly
What problems is the product solving and how is that benefiting you?
Able to manage all social media platform with single sign on
If you put in the work, so will Khoros
What do you like best about the product?
Khoros Communities has a lot of features, more than what you might find though another vendor.
The platform's Stage/Studio section for content development and asset management is good. It could use some improvement, but it is heads above a lot of other systems that I have experience with.
Their customer care teams are excellent at handling escalations and making you feel like you are being heard. If you have a problem, they will do their best to help you resolve it.
The platform's Stage/Studio section for content development and asset management is good. It could use some improvement, but it is heads above a lot of other systems that I have experience with.
Their customer care teams are excellent at handling escalations and making you feel like you are being heard. If you have a problem, they will do their best to help you resolve it.
What do you dislike about the product?
Khoros support has always been a pain point for us. From delayed response times to the types of replies received while troubleshooting. Without our TAM the support experience would be even more frustrating.
Engaging with Services is also a little cumbersome. Their process is opaque, and during meetings I get the sense that they are more interested in getting their revenue (telling you what you want to hear) instead of giving you the best solution to your problem.
There are not really any negatives about the platform itself other than the time to value. Going into implementation, you will need a full grasp on your limitations OOTB, so you know which way to pursue development to get the most value. If you make mistakes there, you will spend a long time trying to resolve.
Engaging with Services is also a little cumbersome. Their process is opaque, and during meetings I get the sense that they are more interested in getting their revenue (telling you what you want to hear) instead of giving you the best solution to your problem.
There are not really any negatives about the platform itself other than the time to value. Going into implementation, you will need a full grasp on your limitations OOTB, so you know which way to pursue development to get the most value. If you make mistakes there, you will spend a long time trying to resolve.
What problems is the product solving and how is that benefiting you?
Khoros Communities gives us case deflection through peer to peer support and community sourced knowledge. We are also building out forums for customer advocacy and engagement.
Recommendations to others considering the product:
If your team is looking at implementing communities, you are going to need some expert knowledge of website and content management. Fully understand the requirements that you are setting forth, and how fulfilling them falls into existing workflows. If you put in the work, Khoros will meet you more than half-way.
The most robust Community platform in the space
What do you like best about the product?
Khoros is (as far as I understand) the industry standard in the Community space. There are cheaper options out there, but to leverage them, you'll have to be willing to give up on potential features, flexibility, and integrations that Khoros is ready to provide near-out-of-the box. I would describe the below as the platforms strengths:
1. The flexibility they offer for assigning roles to different types of users is parallel to none. You can give any user almost any permission, that only covers any area of the Community.
2. The ideastations/ideaboards, or forums designed specifically for customers to be able to submit their ideas for the future of a given product and also for product teams to interact directly with customers,
3. They seem to have some of the better localization options out there.
4. They also seem to have some of the strongest analytics capabilities available.
1. The flexibility they offer for assigning roles to different types of users is parallel to none. You can give any user almost any permission, that only covers any area of the Community.
2. The ideastations/ideaboards, or forums designed specifically for customers to be able to submit their ideas for the future of a given product and also for product teams to interact directly with customers,
3. They seem to have some of the better localization options out there.
4. They also seem to have some of the strongest analytics capabilities available.
What do you dislike about the product?
1. Khoros is, as far as I understand, on the pricier side of the options available, which is why it is the enterprise platform and not leveraged as often by smaller communities.
2. There is definitely a steep learning curve to understanding how to use the platform. Khoros offers a lot of resources to help you get off the ground, but you'll still need to create a lot of lift yourself.
2. There is definitely a steep learning curve to understanding how to use the platform. Khoros offers a lot of resources to help you get off the ground, but you'll still need to create a lot of lift yourself.
What problems is the product solving and how is that benefiting you?
At the end of the day, Khoros is a solid platform to build a Community of expert users that answer questions about your products and generate valuable knowledge that prevents the needs for customers to create cases. It has the capability to scale to meet enterprise business needs.
Solid Platform, Excellent Customer Support
What do you like best about the product?
Good enterprise level community platform capable of supporting large scale communities. Customer Success team has been excellent and responsive as we migrated and have gotten up to speed.
What do you dislike about the product?
As with any mature platform there is a lot of complexity, particularly in the back end. We appreciate that Khoros has an active roadmap and is continuing to invest in modernizing and developing the product.
What problems is the product solving and how is that benefiting you?
As a cloud software company, we support a customer to customer support focused community. Benefits for us have probably included increased sales, adoption and retention. They have quantitatively included cost deflection and greater user success.
Recommendations to others considering the product:
Consider both the community member experience but also the ability of your community managers to efficiently manage the forums, etc.
Khoros Intelligence makes social listening easy
What do you like best about the product?
The user interface is very customer friendly. It's also really easy to adjust your search parameters and play with keywords on the fly. One of my favorite elements is the ability to run searches within a profile. The exportable reports make it easy to share information across the organization.
What do you dislike about the product?
The limited ability to go back in time. It makes it difficult to do year over year comparisons. It would be nice if the 9 month window could be expanded.
What problems is the product solving and how is that benefiting you?
N/A
Khoros
What do you like best about the product?
Khoros is a such a great tool in merging and consolidating customer interactions from different social media channels.
Within the same Window, my agents are bale to respond to both Twitter, Instagram and Facebook posts without a hustle.
Within the same Window, my agents are bale to respond to both Twitter, Instagram and Facebook posts without a hustle.
What do you dislike about the product?
I have not had any bad experience with Khoros so far. Happy user
What problems is the product solving and how is that benefiting you?
We have solved Channel integration challenges .
Khoros Review
What do you like best about the product?
It is easy to use especially when responding to queries that come through via social media platforms like Facebook, twitter and Instagram.
What do you dislike about the product?
It requires logins and therefore cannot be used when one has no account with the soft ware.
What problems is the product solving and how is that benefiting you?
Customer care queries that come through social media and clients are given resolutions on first time of contact.
Recommendations to others considering the product:
Best software to use when dealing with online queries especially social media.
An intuitive platform for any industry
What do you like best about the product?
The ongoing innovation and scalability of the platform, as well as the way all the customers work together to help each other where they can - it's a truly unique way of working.
What do you dislike about the product?
Sometimes it can be difficult to figure out how to do something, but the good thing is there is an immense customer support community as well as excellent case management support by Lithium for all their customers, big or small.
What problems is the product solving and how is that benefiting you?
Provides a safe platform for our members to connect and support each other. It complements existing information and support services outside of business hours, connecting people with each other in real time, regardless of when they seek support or information.
Recommendations to others considering the product:
Contact Lithium, ask for a demo and discuss all your needs with them. Be upfront, they don't bite and they may have solutions for your community that you may not even have considered prior. Community is what they do.
Six years with Lithium
What do you like best about the product?
The features, the lack of downtime, amazing success support services.
What do you dislike about the product?
It's expensive but we've also found it's the best via some extensive competitor comparisons.
What problems is the product solving and how is that benefiting you?
We have increased the number of calls deflected to our digital estate.
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