Customer engagement platform
Digital-first, omnichannel platform built for enterprises
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for webinars and in-person events
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
Data integrations for better customer experience
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for webinars and in-person events
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
Data integrations for better customer experience
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
British Gas is the UK’s leading energy supplier, serving more than 11 million homes and one million UK businesses. When British Gas ventured into the world of social media, they initially lacked a clear direction, guidance, and understanding of how to operate. But, they knew they wanted to rebuild trust in their brand by creating a helpful social customer care organization that facilitated meaningful conversations. To accomplish their goals, they onboarded Khoros Care.
British Gas didn’t initially realize the massive opportunity waiting for them — or the flood of customers who would engage with them — on social. They found that 74% of customers contacting them on social had already contacted British Gas through another service channel and, unfortunately, they had been failed by that channel. British Gas had to make sure that when customers came through social, the social team was the final contact. They knew they needed a scalable social care solution that could help them with both customer care and engaging key influencers. In the beginning, British Gas only had one person at a time responding to customers on social media for just six hours a day, and only if the call center was not busy or they weren’t needed on webchat. But it wasn’t enough, so British Gas onboarded Khoros Care to upgrade their social care efforts. Today, British Gas has a team of 16 full-time employees who respond to customers on social from 8:00 a.m. to 10:00 p.m., seven days a week.
Khoros Care helped British Gas accomplish their goals of an effective social care team that can respond to customers and engage with key influencers. They aim to have fewer than 10% of contacts transferred out of the social team.
Out to people who need their help but don’t mention the brand by name with the help of Khoros Care.
Influential commentators and communicated with them, helping them to build valuable, trusting relationships.
And escalated urgent posts and prioritized them within the Khoros platform, ensuring quick responses.
Their social customer care team efficiently and effectively, increasing the number of customers they can respond to significantly.
“We found that our customers don’t want an immediate response, they want the right response. Knowing this allows us to take the time to make sure we do everything for the customer.”
At British Gas, their goal is to put the customer first. Khoros Care has allowed their social care team to spend time dealing with customers instead of filling out Excel spreadsheets. In fact, the British Gas social media customer care team achieved significantly higher agent and channel opinion scores than the voice, email and web chat customer service teams. They spoke to their customers and learned that quick responses were less important than accurate ones, so they prioritize effective answers and still respond in two and a half hours or less.
Proactive conversations per month
Response to comments on Facebook and Twitter
Increase in impact points for brand sentiment