What is our primary use case?
Khoros Social Media Management is a platform that I use to manage my various social media platforms from Facebook, X, Instagram, and TikTok. It helps us amplify our posts, helps us market our content, and it helps us reach more customers. We use it in brand management and even in analytics to gauge how effective our social media marketing strategies are in reaching our target audience.
I can give you an example of what I did on Monday using Khoros Social Media Management. We were lagging behind in our post on X. We used it on executing analytics because we found that our insights and the reports that we were getting there were below average. So, we used Khoros Social Media Management in analytics and gauging the performance and from there, we were able to make proper decisions on how to improve our engagement with our clients on X.
Another main use case is that Khoros Social Media Management helps us in scheduling posts. Sometimes we are not able to work 24/7 in social media. So, sometimes when we don't have our human workforce at work, we schedule posts that will be posted regularly across 24 hours. Khoros helps us do that, even at night, even at weekends, or even when we have public holidays. Our social media pages keep having posts, we keep posting content and Khoros Social Media Management helps us do that.
What is most valuable?
One of the best features is affordability. Nowadays due to the rising cost of doing business, organizations are leaning towards platforms that are cost-effective. You don't want your operating expenses to rise so much. We found that Khoros Social Media Management is affordable, and even small organizations can use it very efficiently.
Another feature is their customer support. Sometimes you find these platforms, you may be stuck somewhere in using them. But with Khoros Social Media Management, we are able to contact their customer support and they are very helpful in resolving those issues.
Another feature is the user interface. Sometimes you don't want a solution or a platform that would bug you or have hindrances. You need a solution that even if it's not that straightforward, after a few days of training, you are able to use the platform very well. Khoros Social Media Management has a smooth interface and does not lag behind. All our customers are able to use it efficiently without much strain.
Another thing I can add on the features is the time taken to deploy and adopt the platform. When you contact Khoros Social Media Management team, they are able to give you a pricing quote early and you are able to plan well. So that means deployment won't be a problem. Deployment is also a feature, and it's very smooth and effective.
One thing that we have realized with Khoros Social Media Management is that before using it, we never focused much on social media marketing. But now since acquiring it, we have acquired a new frontier. We are able to exploit social media in reaching new target customers. So, the general marketing of our company has improved. Nowadays we are able to reach our clients even through social media, unlike the previous times when we used to use traditional methods, pitching directly to clients on a one-on-one basis. Nowadays we are able to rely on social media marketing and we are able to reach our customers.
Another thing where it helps us is customer engagement. Previously, we used to offer customer support through email or through phone or through one-on-one. But nowadays, we are able to engage our clients. They are able to send us issues and messages through social media. And with Khoros Social Media Management, we are able to sift through their messages and we are able to respond to them. So, we have engaged with our customers more through using this platform.
What needs improvement?
One area that they can improve is the marketing. The referrals or the user community have very few members. There are very few users who are able to connect. If they can bring their users or their clients together and form a user community, and then they are able to have a forum where they can exchange views or ideas on how best to use this platform, it will be much better.
Another area they can improve is on referrals. Maybe to engage more with clients or to tap into more customers, they need to engage with the current clients and form a referral program where a user such as me or our organization is able to refer another new client to them. Maybe there are some promotional activities that they can do, maybe have a reduced rate as you renew your package for the next year. If they run such programs, it will improve their visibility and will grow their following and their customer base.
One area I can add is sometimes getting their release updates or the newsletters takes time. So, they need to improve on that. Reach out to their clients earlier and release updates because when you are not able to get those release updates on time, it means your platform will lag behind or it will slow, and it will hinder your usage as you try to update it or try to be updated with the current system.
For how long have I used the solution?
I have been using Khoros Social Media Management for about two and a half years now.
What do I think about the stability of the solution?
Khoros Social Media Management is stable. With the right infrastructure and mostly a proper internet connection, you will experience minimal downtimes. In our organization, we have found it to be stable. It runs smoothly, even without human input. It's automated and it's AI-powered, so it's stable and secure.
What do I think about the scalability of the solution?
The scalability is sufficient. I can say it's smooth. It depends on your users and the size of your organization. If you want to add more users, you just contact the vendor and you are able to secure more releases and you are able to scale up. It's scalable depending on your size, whether mid-sized organization or SMEs or even large organizations. There's no restriction on whatever certificates or whatever purchases you make. It's therefore well-scalable.
How are customer service and support?
Customer support is fair. They are efficient and they know what they are doing. You can reach them through various platforms, through email and phone, and they don't take much time in responding to your queries. I think the longest time they've taken any time we have contacted them is 24 hours. Their customer support is quite knowledgeable and ready to help. For that, I feel their customer support is efficient.
Which solution did I use previously and why did I switch?
We never used any solution at first. We were using the manual methods where our human workforce were the ones manning and managing our platform.
What was our ROI?
We have seen our return on investment and we are still seeing that. It's not something that you recover or recoup in one go. For the metrics, we have seen it with the time saved, also on money saved, also on the clients gained. As I said, we are able to reach out to more clients and we have also opened a new frontier where we use social media in reaching our clients. So, marketing is efficient.
Also on the employees, without Khoros Social Media Management, we would have more employees manning the various social media management platforms. But with the platform in place, there are fewer employees because much of the work is automated. Khoros Social Media Management is multi-platform. It reaches across all your social media platforms. It's not that it's restricted to Facebook only or X or Instagram. It's multi-platform. So, all those things combined, you find that work is easier and social media management and using social media has become more reliable and innovative. So we have seen a return on our investment.
What's my experience with pricing, setup cost, and licensing?
Our pricing is fair. Setup costs, as you know, you have to make the initial investment. We were well prepared with that. The initial investment was not that huge. And also the licensing, once you clear your fees and your setup and pricing, the company is very reliable in licensing. You acquire your licensing. In the deployment mode, you have the freedom to choose whether to do on-premise or cloud. In our case, we chose on-premise. So, their experience is superb and not that frustrating, maybe unless you have issues with multiple setups or your infrastructure is not able to handle the platform. You would need to scale up your investment, but in our case, everything was superb, not that much frustrating.
Which other solutions did I evaluate?
Before Khoros Social Media Management, we evaluated other options and one option that we considered a lot is Zoho Social Media Management platform, but we found it to be a bit expensive based on our budget. And before acquiring it, we needed to upscale our investment. So we found it to be a bit expensive. That's why we settled on Khoros Social Media Management.
What other advice do I have?
Khoros Social Media Management is an affordable platform. The user interface is very clean, and also the deployment mode is swift. So, you will encounter very few hindrances or very few lagging issues when you acquire the platform. It's a generally well-reliable platform. I am giving it a rating of 8 out of 10.
Governance and security is very stable. One thing you need to understand is that with these platforms, you need to have cyber-secure applications for yourself. Their governance and security, overall we have not had any challenges where we had attacks or we had any malware being targeted through the platform. And also, their AI capabilities are very smooth. We are able to automate the scheduling of posts, even the picking up of the messages from our clients and the queries. We are able to automate and have chatbots that will relay general information that does not require much technical issues to be solved. So, it's a stable and reliable platform in terms of security and governance.
I would give it a good rating. It's accurate and reliable. It can be trusted to give information to clients on a wide range and on time. One thing with the reliability is that you are sure your message will reach the intended audience. About accuracy, it's not distorted and it's not susceptible to corruption or distorted information. We also are able to give accurate posts, and by incorporating AI, we are able to have error-free posts and even to have error-free messages being relayed to our clients. So its accuracy and reliability is top-notch.
The advice I can give them is that Khoros Social Media Management is an affordable platform. One advantage of using it is that it fits across organizations, irrespective of which industry that you are in, whether in banking, manufacturing, or health care. It's a platform built for all organizations that aim to collaborate or amplify their social media presence. Another thing is that if you are on a tight budget or you are not looking for something very pricey, Khoros Social Media Management is the platform for you. It will not hike up your expenses and you will be able to use it based on your size. Also, it's very scalable. If you feel you want to expand or you want to add more, or you want to move higher up, you can start low. And when you have more clients who need your social media services, you are able to contact the vendor and scale up. Thus, grow based on your size and your strength.
All I can say is that Khoros Social Media Management is very intuitive. You will never get frustrated with it. And it's a platform for all users, even individual users. If you feel that you are having a hard time managing your various social media accounts, this is the platform for you, where it will help you reach more heights and even be able to take full advantage of the various social media accounts and also the platforms in growing your business and growing your brand.
Which deployment model are you using for this solution?
On-premises
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
