Platform
Digital-first, unified engagement hub
ANNOUNCEMENT: Khoros acquires CX innovator Topbox and closes significant new growth investment from Vista Equity Partners Learn More
Digital-first, unified engagement hub
Online brand communities for enterprises
Enterprise CX analytics from Topbox, recently acquired by Khoros
Channel and tech integrations to provide a seamless customer experience
Increase agent efficiency and get contact center insight
Self-service support, education, and collaboration
Content management, publishing, and governance
Our in-house experts in social media and community management for Khoros customers
Data integrations for better customer experience
More than onboarding and implementation, this is where our partnership begins
Join us for live webinars and other events, like Khoros Engage
Watch webinars and events on your own time
Whitepapers, checklists, on-demand webinars, guides, and more
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
15+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
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
Connect with 70K+ customer engagement professionals
Find solutions and support for Khoros products here
Digital-first, unified engagement hub
Online brand communities for enterprises
Enterprise CX analytics from Topbox, recently acquired by Khoros
Channel and tech integrations to provide a seamless customer experience
Increase agent efficiency and get contact center insight
Self-service support, education, and collaboration
Content management, publishing, and governance
Our in-house experts in social media and community management for Khoros customers
Data integrations for better customer experience
More than onboarding and implementation, this is where our partnership begins
Join us for live webinars and other events, like Khoros Engage
Watch webinars and events on your own time
Whitepapers, checklists, on-demand webinars, guides, and more
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
15+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
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
Connect with 70K+ customer engagement professionals
Find solutions and support for Khoros products here
Jawwy from STC is a digital mobile experience in Saudi Arabia that empowers customers to personalize, monitor, and manage their plans in real time. Once customers have installed a Jawwy SIM, they can download an app to take control of the services they buy and use. Although customers have access to freshly designed digital channels for purchases and support, they previously lacked agency in the support process. Jawwy decided to improve their customer self-service and peer-to-peer support via a vibrant, responsive Khoros Community and Khoros Care in order to increase their customer satisfaction and NPS scores.
Before partnering with Khoros, Jawwy struggled to keep their FAQ information up-to-date and in line with the knowledge their customer support team shared with customers. This issue made it hard for customers to easily get answers to important commonly asked questions, such as where they can buy recharge vouchers. The brand wanted one user-friendly place where customers could access agents, find answers for themselves, or even consult peers. Jawwy also wanted to demonstrate to their customers that their care team is highly trained and could deliver stellar customer service. After exploring many platforms and vendors, Jawwy found that Khoros Care and Khoros Community met both their needs and expectations.
After onboarding Khoros Community, Jawwy updated their FAQ to include recharge voucher distributor locations and a how-to guide in both of their primary languages. The brand went one step further and trained agents to use the Knowledge Base in Khoros Care to direct customers on social media wanting to buy a recharge voucher to their map locator. These optimizations led to an increase in recharge vouchers sold and less customer queries in regards to locations that sell them.
With Khoros, Jawwy has created a user-friendly interface for their customer care agents to manage interactions across all channels with strong peer-to-peer support and a gamification tool that supports Jawwy’s overall strategy. In addition to the knowledge base that supports both customers and employees, Khoros also supports Jawwy’s self-care initiatives. Now, Jawwy customers are empowered throughout their journey, from choosing and managing services that fit them to choosing a support method that they prefer.
Khoros Care and Community to support their agents’ care efforts as well as their customers’ self-care and peer-to-peer preferences.
Stress on their customer support team while also offering unparalleled care.
Their FAQ on the community and trained their social media care team to use Knowledge Base for better customer care.
A gamification tool into their care efforts.
“With Khoros, we now have one platform to manage all social interactions, including strong community forums that put less stress on our care team, while providing the best-in-class experience to Jawwy customers.”
With Khoros, Jawwy is able to nimbly respond to customer feedback, update their app offerings, and support their care team in communicating necessary changes in offerings to customers. Khoros has helped Jawwy implement self-serve and peer support as well as improve their digital response times — all of which has made a noticeable difference in their bottom line.
In annual support-cost savings
Of chat responses in under two minutes
Of social responses in under 15 minutes