Overview
Product Information on Khoros Communities
What is Khoros Communities?
Khoros Communities Pricing
Overall experience with Khoros Communities
“Product Enables Wide-Ranging Community Support and Expert Engagement Across Platforms”
“Frequent Support Issues and Reporting Gaps Challenge Effective Use of Khoros Aurora”
About Company
Company Description
IgniteTech is a company that primarily focuses on developing enterprise software. The main offering of IgniteTech is a platform designed to assist organizations in revenue growth, expense optimization, and speeding up transformation. This is achieved through a unique model which offers customers access to all the products in IgniteTech's portfolio.
Company Details
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Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
Reviewer Insights for: Khoros Communities
Performance of Khoros Communities Across Market Features
Khoros Communities Likes & Dislikes
the advanced content and knowledge management since it allows my team to offer documentation and technical guidance consistently
The implementation team were easy to work with and worked to our challenging timescales The functionality that is available is easy to use. It was easy to build a good looking community site out of the box. It provides all of the content types that you would expect (forums / blogs / events)
It helps to improve customer support efficiency. Tracking satisfaction helps with customer sentiment analysis. supports both small and large businesses.
Advanced configurations require additional resources or specialized technical expertise
Post implementation, the support experience has been severely lacking. Bug reports go unacknowledged and are regularly closed without warning and without being fixed. We have had 4 CSMs in a short amount of time and due to a recent acquisition our new CSM is completely unfamiliar with our product or use case. The out of the box functionality is also lacking and software development resources are required for what I would consider table stakes functionality. In particular the lack of reporting functionality is hampering our ability to prove the ROI of our community.
Requires active community management. New users need a training.
Top Khoros Communities Alternatives
Peer Discussions
Khoros Communities Reviews and Ratings
- It Support Associate50M-1B USDServices (non-Government)Review Source
Product Enables Wide-Ranging Community Support and Expert Engagement Across Platforms
I like how the product supports a large and also geographically distributed communities leading to expansive discussions with expert responses. It also integrates seamlessly with customer engagement ecosystems allowing better issues escalation between community platforms and social channels and this contributes to deeper collaboration from the support. I also like its strong moderation and analytical abilities allowing my department to maintain productive and safe communities at the same time measuring the ongoing participation trends. - Director of Community50M-1B USDIT ServicesReview Source
Frequent Support Issues and Reporting Gaps Challenge Effective Use of Khoros Aurora
We recently released our customer community to Khoros Aurora and have found the functionality, customer support and speed of improvement severely lacking. - Analyst<50M USDIT ServicesReview Source
Revamping Customer Support: Leveraging AI for Efficient Service
It creates businesses that create branded online communities with customers and provide feedback. It helps in making a customizable business platform. To reduce the load on customer service, users can ask questions and get answers. It uses AI to detect spam and manage content. It supports third party platforms like Salesforce, social media and chatbots. - TECH MANAGER<50M USDIT ServicesReview Source
Our Company's Ultimate Platform for Interactive Customer Support
I am a customer of the company. They are using this platform for interaction. It helps with customer discussion, feedback and collaboration. If I have any questions or technical issues I post a question in the community. The company responds with the solution and give advice. If I search the community for user generated knowledge base where step by step guidelines are available. The tech community have suggest new features for improvements. - CX Strategist10B+ USDIT ServicesReview Source
Strong Customer Success Practices Lead the Way
Worked extensively with the product for two and 1/2 years. They have a strong community base but lack vision and strength in some related functionality such as case management. Customer service wise, they have strong customer success mgmt practices. Their services team is fantastic, but it tended to take three months on average to get an official booking with them.