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Easy customer connection with Khoros Communities
What do you like best about the product?
Provide a single space for collaboration and sharing ideas. Building up questions and answers helps in attracting visitors as they will find valuable answers there.
What do you dislike about the product?
The website needs slightly more innovation in layout. It needs to feel a little more modern. Also it would be great to enhance the knowledge base and how to's of the paltform.
What problems is the product solving and how is that benefiting you?
Help to make a central knowledge hub for customers. Also the integrations with other tools like Zoom and Slack are really great to keep connection with customers.
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Reactive and efficient
What do you like best about the product?
The platform allows great autonomy and personalization.
What do you dislike about the product?
Sometimes it is difficult to set up things.
What problems is the product solving and how is that benefiting you?
I did not have a problem
Un great product for communities and data report
What do you like best about the product?
I use community analytics every day. It's a wonderful tool that permits you to build and grow your community as fast as you work.
What do you dislike about the product?
We need to custom a lot. We pay 10x more for customization.
What problems is the product solving and how is that benefiting you?
Our canal can reach a lot of our customers. We avoid non-urgent contacts and save 40% of our cost on customer services
Easy interface, perfect for new hires for approvals.
What do you like best about the product?
This tool is so helpful for our QA team in assisting new hires and making sure they have the opportunity to perfect their responses before being put out in the live production on Facebook andTwitter. We use Fanbase with this tool, which helps us link accounts to each case specifically. It's also great to use with the JIRA ticketing system.
What do you dislike about the product?
The only downside I have to Khoros is the inability to delete messages sometimes with Facebook or Twitter.
What problems is the product solving and how is that benefiting you?
Khoros Cares helps us keep track of our KPIs for each agent and tier we currently have at our site.
Great platform!
What do you like best about the product?
I like the simplicity of the interface and how it's easy to manage conversations.
What do you dislike about the product?
The program lacks a dark mode, which would be great as the default colors are bright and difficult on the eyes after a long work day.
What problems is the product solving and how is that benefiting you?
We're mainly solving customer support questions and I've realized managing time between contacts is easy. The pacing and overall configuration of the interface make it easy not to be overwhelmed.
Amazing Customer Engagement Experience
What do you like best about the product?
Amazing Out of the Box components which give us a lot of amazing OOB features like Top Kudoed Authors, Top Solution Authors, etc.
What do you dislike about the product?
API limitations for some features like we don't have sorting options by bonus_points for users
What problems is the product solving and how is that benefiting you?
Increased customer engagement after we implemented gamification, added various ranks in the community
Recommendations to others considering the product:
Khoros Community is a great platform for engaging customers and growing the community, just it is a bit expensive.
Experience on Khoros
What do you like best about the product?
It is Digi -first customer engagement and easy to use
What do you dislike about the product?
Sometimes the page takes more time to load
What problems is the product solving and how is that benefiting you?
We are yet to use , Hopefully soon will be using
We're a "unicorn" in the Khoros world
What do you like best about the product?
Creating a consistent look and feel across our community has been great. Our previous platform allowed for so much customization between groups and spaces that it was a disjointed experience sometimes for our clients.
What do you dislike about the product?
We have a TON of groups...2400+ which isn't the norm for a Khoros customer so we are consistently finding it hard to do what were we able to on the old platform. That said, there is a lot of clean-up we need to do which will help and the upcoming release of Aurora will be a gamechanger.
What problems is the product solving and how is that benefiting you?
Client collaboration is key for us. Being able to connect our community members with our associates and other clients to ask questions and get answers without going the support route has always been our goal for the platform.
Streamlined Customer Service & Engagement of 40,000+ Conversations Per Month
What do you like best about the product?
Khoros views social media as an integrated communication channel, rather than an isolated platform. This has enabled us to structure our social media team by agent skill set and training experience (customer service vs. fun engagement) instead of by social channel like other social management platforms. We have closed customer service cases more efficiently, reduce agent response time, and streamline internal communication and escalation.
What do you dislike about the product?
There have been occasional issues with bot tagging and routing accuracy and consistency, but their customer support team has been quick to assist and rectify issues.
What problems is the product solving and how is that benefiting you?
Our agent response time prior to khoros was over 4 hours; we have since reduced this to 4 minutes. As a lead generation driven business, responding to customer inquiries quickly is extremely important. We would not be able to source and close qualified leads as efficiently if we did not have this platform.
Nice complete experience
What do you like best about the product?
The account managers are really doing their best to help their clients.
What do you dislike about the product?
Sometimes support could be more efficient.
What problems is the product solving and how is that benefiting you?
Call deflection is a nice cost-saving for Orange. Providing quick and efficient solutions to customers via a community.
Recommendations to others considering the product:
Go ahead ! They will do their best to support you in your business objectives.
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