Khoros Social Media Management Reviews

My main use case for Khoros Social Media Management when I was working there involved developing a lot of social media control tools for brands.

The company that I worked at called Mass Relevance was really working on the visual display of social media data outside of social media platforms. For example, Pepsi would pay us to curate social media such as Twitter posts into their website on pepsi.com so they could have social interactions happening there and not just on Twitter.

I think the standout feature of Khoros Social Media Management would be that we had access to the Twitter Firehose, which means every single thing from Twitter, which was something that we got through a partnership with Twitter that we had early on. The ability to filter and curate social media was far and above what any of the competitors could do when I was working at Mass Relevance and also at Spredfast.

That's mostly why many clients came to us because after a while, there were many social media republishing products. We had the ability to curate it at a level that you need when you're running a live event. Lots of controls and lots of backfill for content meant that you could display what you want right in the moment with real-time editing and display and curation, which is much more difficult than just taking a hashtag and redisplaying everything from the hashtag. Early on, we developed lots of filters and controls to make that possible.

I think that it's always an ongoing battle to have the most access to different social media platforms because many times they get in trouble. A big part of our tools was letting you monitor and then jump on trends in a way that helps your brand win.

We definitely published these types of things and they're available, but they were in Spredfast's product marketing editorials. There was a huge upside with 100x amplification on brands that are real-time in the way that they organize their teams and the types of tools that allow them to do that.

We made all kinds of visualizations, and a lot of it was for events, so we would put tweets on TV. Then Mass Relevance got acquired by Spredfast, and Spredfast brought a lot of social media management tools such as customer service use cases or security, or basically if brands wanted to jump on things that might be happening in social media, analytics and that type of thing. So we combined all those into products related to managing social media experiences for brands.

I think that we weren't really good at Mass Relevance and Spredfast; we weren't really good at building a platform-agnostic software tool base. We dealt with a lot of the trends, the ups and downs of one social media platform maybe becoming more popular and trending while another one went down. I think that we probably could have designed the platform to work for any existing social media and any future social media.

The security thing, I think we were pretty good about. Trying to get your social media post onto a screen when you're saying a dirty word, for instance, the company always had that security top of mind. I think we just didn't necessarily think like a software company that was going to be around for 20 years. I think there could definitely be some bot control. I'm not sure if that was something we really worked on, but that's definitely a thing to look out for now and what is true, what is verifiable?

I've been working in education technology since 2016, and before that, I worked in social media technology for five years.

I think that Khoros Social Media Management can be quite good. I'm not sure if Khoros Social Media Management still retains those capabilities, but I imagine they do because when I left in 2016, that was still a big part of the business. But I can say that we did a lot of education with regards to brands being able to come out on top during viral moments because the brands that didn't check or have employees ready to check when these trends pop up don't catch them in time because they often happen outside of working hours.

Lots of reality TV shows purchased our software to curate and display social media, which was a big part of Mass Relevance. But I can say that all these tools for monitoring can be good for customer service, but they can be really good for getting amplification for your brand.

For instance, when the power went out in the Super Bowl, Doritos tweeted something about the power going out as a joke, and they got 120,000 times amplification on that post. That's a huge upside you can have by staying relevant. I still think that it is a good way for brands to get outsized results by jumping in on things that are hyper-relevant and hyper-specific and taking advantage of these viral trends.

I would say that you should check into the features, which I'm sure there are features that they have that no one else has because they probably are charging a premium. So check and see if you can get what you need done for cheaper.

My overall rating for Khoros Social Media Management is 7 out of 10.

My main use case for Khoros Social Media Management was when I was at AARP, where it served as the platform that sat completely on our online community. It was the back end and everything that we did in terms of website management, data, and analytics.

In the online community, I used Khoros Social Media Management for keeping track of our metrics within our different forums, so we would know how many unique visitors came, their level of engagement, and how many likes, among other metrics.

Khoros Social Media Management has positively impacted my organization by giving us the ability to see where we needed to focus our strengths and areas of opportunity, and where we needed to pick up and do more in the areas that we were lacking.

I leveraged those insights by advertising internally on our online community based on which forums were working well, and then we knew which ones needed more attention or if we just needed to cut those out in general and try to pivot.

The best features Khoros Social Media Management offers are the analytics, which I thought were very good, and the ability to answer any questions. I felt the staff was really strong.

When I mention the analytics, everything with the data stands out to me. I thought it was very user-friendly and quite in-depth. I also like the dashboard in general. With the staff, I felt they went above and beyond to ensure that we were satisfied as a customer.

I cannot think of anything for improvement, even something small that could make my experience even smoother.

I have been using Khoros Social Media Management for a longer period, but only for work.

Khoros Social Media Management is stable in my experience.

Khoros Social Media Management's scalability has always been able to grow with our needs. We were held back one time in general, but we were able to roll out new features while I was there, and it was scalable. We did a page that recognized the highest users in the community, and we used Khoros Social Media Management for that. We also did a tip section within our forums, which we used Khoros Social Media Management for, and then we scaled it to different forums. We did it for caregiving rewards, and I cannot remember the other two, as I have not worked there for two years.

The only time we really had a roadblock was when we wanted to create something called song theme, and it was difficult getting the licensing with the music, so we had to outsource to Spotify and AWS for that. However, we still worked with Khoros Social Media Management to get it done while also using a third-party vendor on top of it as a special case.

The customer support for Khoros Social Media Management is great. I rate the customer support a nine.

We did use a different solution before Khoros Social Media Management, but I do not know why we switched as I was not there when it happened.

I am interested in being a reference for this vendor. The vendor can contact me if they have any questions or comments about my review.

My company does not have a business relationship with this vendor other than being a customer.

I have seen a return on investment from using Khoros Social Media Management. Fewer employees needed was part of it, and time was saved because we would employ a project manager as well, which was helpful.

I liked the pricing model with the point system. I always knew we operated on the budget with points, and we would work with our vendors on what that would look like and we would always allocate for different projects.

We did evaluate other options before choosing Khoros Social Media Management, but I do not know which ones.

I always speak highly of Khoros Social Media Management and would advise others looking into it to learn the analytics part of it. From there, it is pretty easy to mess around with the back end, which I always found to be quite intuitive. I would rate my overall experience with this product a nine out of ten.

I used Khoros Social Media Management for over a year, though I should clarify that I actually used Khoros Forum Platform for Enterprise rather than a tool called Khoros Social Media Management.

The main use case for Khoros Forum Platform at Databricks was hosting the Databricks customer community on Khoros, so all community activities went through the Khoros platform.

My team used the platform day-to-day primarily for technical communities, where our customers could ask technical product questions and receive answers from either peers or internal subject matter experts.

Regarding how our organization used Khoros Forum Platform, we engaged two different independent third-party contractors, including TwoDip and another whose name I cannot recall, to customize the platform so that it was not a generic out-of-the-box UI, and this customization helped quite a bit with our engagement.

The best features that Khoros Forum Platform offers are that it is generally a solid community platform for enterprise; everything tends to work well. You can post content, reply to posts, discussions are threaded, and navigation mostly works automatically, provided you take time to think about how you want your forum structured before you start feeding data into it.

Out of those features, while posting, replying, threaded discussions, and navigation are helpful, no feature particularly stood out to me; it simply did the basic community functions pretty well.

Khoros Forum Platform positively impacts my organization by driving more engagement, improving customer support, and helping with knowledge sharing, as any community platform does all of those things.

A specific outcome I noticed was that discoverability improved in that we were getting more traffic to the forums than we had seen before; there was some question about the validity of some of that traffic, but generally speaking, the traffic was going into the technical parts of the forums, and anyone going to those particular questions probably had a question about the product which was hopefully answered once they got there.

Khoros Forum Platform really needs better anti-spam measures, especially now that everyone is using AI, as AI is a perfect tool to use to combat spam, and at least back in 2024, Khoros was not doing that.

Khoros Forum Platform can be improved as, besides the anti-spam measures I mentioned, the interface is not easily customizable, and we had to engage contractors in order to do that. The main problems with Khoros now are that the competition, which is Higher Logic Vanilla and Gainsight, are actively developing and iterating their platforms while Khoros is not, as they laid off all of their development teams. AI is being heavily integrated and leveraged by those other companies and it is not at Khoros. The problems with Khoros are not solvable because the business is not viable any longer.

We had a spam problem because we had an open forum at Databricks, where anybody with an email address could join, which meant that the spam bots also could join, and they did. It took Khoros, because of their poor support and lack of AI anti-spam technology, nearly a year from the time I raised the issue till it got resolved, which should have happened in less than a week. Support is another glaring problem and a reason why I would never recommend that platform to anyone.

There were no stability issues reported.

Khoros Forum Platform's scalability is expensive.

The customer support is terrible.

I previously used a different solution, and my organization switched from Salesforce Community; I do not know why they decided to make that switch, as I was not there at the time.

Before choosing Khoros Forum Platform, we evaluated other options, which included Higher Logic Vanilla and Gainsight and possibly Discourse.

I have not seen a return on investment regarding Khoros Forum Platform as I have not seen fewer employees needed, money saved, time saved, or anything else.

My experience with pricing, setup costs, and licensing is that it is twice as expensive as any other platform.

Find another vendor; determine whether Discourse, Vanilla, or Gainsight, and especially Vanilla or Gainsight, is best suited to your particular business by asking them all the relevant questions, and then decide on one of those other platforms.

I could give you a long list of needed improvements, but in the end, I do not think it really matters because I think the platform is dead; it is losing customers left and right, including Databricks.

I do not recommend anyone use Khoros Social Media Management; if they are using it, they should get off.

I give it a one out of ten because I do not think they are trustworthy, I do not think they are developing the platform, and I do not think they intend to give good value for the amount of money they charge, which is twice as much as any other forum platform.

Regarding Khoros Social Media Management's AI capabilities, I did not see any significant AI integration in the Khoros forum.

For social media management, our client was using Khoros Social Media Management, so we had to learn and start using this platform to help them as a part of our work.

It was to view social media posts, what is going to get published, calendar reviews, approval of things that will get published, and all of these things.

I think it was important that we could view what other colleagues are doing, so there was good management and coordination of bringing different approval layers.

I think the best features Khoros Social Media Management offers are the publishing approvals and that all the team can collaborate on this platform, and also the calendar reviews, so we can see what is going to be published, what is next, what has been published, etc.

Publishing approvals feature is definitely helping to streamline the workflow, and I think this is one of the key features of this platform. Calendar reviews were helpful for planning.

Khoros Social Media Management impacts my organization positively by improving efficiency due to the approvals and the coordination of teamwork.

I think it was good that there is a feature of multi-team collaboration, and in this way, we could collaborate with and approve things much more easily.

I think the main issue is Khoros Social Media Management's interface and the UX design, as it is less modern compared to other social media tools that we were using. The outdated UX design is the main issue.

Khoros Social Media Management has an outdated UX that is not modern and it is not new, so it feels outdated. It would be much better if they had a modern or new UX that follows current trends.

Channel functionality could also be an issue with Khoros Social Media Management.

I have used Khoros Social Media Management for more than a year.

Khoros Social Media Management is stable, as I do not remember having a huge issue with downtime or bugs.

I never used customer support for Khoros Social Media Management.

We used Sprout Social previously, and we switched from Khoros Social Media Management to Sprout Social because it had a much more modern UX design.

I see a return on investment from using Khoros Social Media Management in terms of time saving and efficiency, specifically time efficiency.

Our client was paying for Khoros Social Media Management, so we did not have direct costs associated with us.

Before choosing Khoros Social Media Management, I evaluated Sprout Social and Hootsuite as options.

Khoros Social Media Management is a secure platform. I am not sure how Khoros Social Media Management is using AI or regarding its accuracy and reliability of output. I am not sure how Khoros Social Media Management is deployed in my organization because we were using the client's platform. I would not suggest others to use Khoros Social Media Management. I would rate Khoros Social Media Management a six out of ten.

My main use case for Khoros Social Media Management is actually for community management more than social media management, but we have hosted our community on Khoros Social Media Management platform.

I do not have much to add about how I use Khoros Social Media Management. The tool I am using is pretty stable and they have a decent support system, so it has been going well.

The best features Khoros Social Media Management offers are from a separate tool called Khoros Care, from where we can do the moderation, and it has a separate queue where the moderators can actually moderate forum posts, questions, and everything. We can easily catch spammers and there is no duplication between me and my teams, and it is a pretty decent tool.

That feature makes my day-to-day work easier and more efficient because it reduces a lot of time and it is easy to collaborate with teammates, and it just makes things easier for us.

Khoros Social Media Management has positively impacted our organization in that the community management tool has been really helpful to our customers, saving a lot of cases. There have been good case deflections because of the community that we have, which is helping us self-serve and helping our customers self-serve themselves.

When customers are able to self-serve, I have seen measurable outcomes including a reduction in support tickets and faster response times because we do have a formula that we use and based on the formula and the number of responses that we have received from customers, we are looking at saving quite a number of dollars on cases that were going to be opened instead of going to the community and getting the answers themselves.

Khoros Social Media Management can be improved lately with the introduction of AI and things of that nature.

I chose that assessment because there is scope for improvement. Regarding Khoros Social Media Management's AI capabilities, I think that could be a challenge because we have customers who are using or going to use them and security is a consideration. As long as there is good governance, security would be acceptable, but I am not able to judge.

I have been using Khoros Social Media Management for the past eight years.

Khoros Social Media Management is stable in my experience. It has been okay. Recently it has been degrading, but it was very good.

Khoros Social Media Management's scalability has been stable. It has never given troubles because we do have a lot of users in the community.

Customer support has been very good earlier, but recently I feel it has degraded.

I would rate customer support on a scale of one to ten a six.

I was using AnswerHub before Khoros Social Media Management. We switched because our companies got merged and Khoros Social Media Management was the platform that was being used earlier.

My advice to others looking into using Khoros Social Media Management is that it is a decent tool and it can be made great, provided there is good customer support. I would rate this review a six.