Overview
Product Information on Khoros Communities
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Overall experience with Khoros Communities
“Revamping Customer Support: Leveraging AI for Efficient Service”
“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.
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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
It helps to improve customer support efficiency. Tracking satisfaction helps with customer sentiment analysis. supports both small and large businesses.
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)
Cost effective customer support. It encourages customer discussion, feedback or collaboration.
Requires active community management. New users need a training.
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.
Maintenance and subscription cost is high. Customer can express dissatisfaction in public forums, which could lead to negative publicity if not managed properly. Initial set up is complex.
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Peer Discussions
Khoros Communities Reviews and Ratings
- 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. - Business Owner, Community & Knowledge50M-1B USDSoftwareReview Source
Committed to being not just a vendor, but a trusted partner committed to customer success
Every part of this organization commits to the success of their customers - from product management to account management and professional services. Product Managers have made an effort to reach out and seek our feedback to ensure their product roadmap balances the introduction of both new innovation while resolving customer pain points. This past year both our Sales and Customer Success leadership teams engaged to clear roadblocks we had and took action to keep our account healthy. We also had the opportunity to work with the Professional services team to help us migrate the community of a company we merged with on our existing Khoros powered community. We found our strategy consultant, project manager and migration engineer to be great partners who were committed to our success and helped us meet our commitments.