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CASE STUDY

How Midco used Khoros Care to improve customer satisfaction and deflect calls

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Executive summary

When Midco’s previous customer engagement platform needed to evolve to meet the expectations of their customers, they partnered with Khoros to operationalize service for customers across various messaging channels, including Apple Business Chat and SMS.

Midco uses Khoros Modern Chat, with automation powered by the Khoros Bot, to further improve engagement and efficiency across these channels. They plan to integrate Modern Chat with internal systems to perform functions for their customers, starting first with workflows, office hours, and automated messages. Midco’s stated goal is to increase digital support significantly, with an ambitious target of 75% of interactions to be handled in a digital format within five years. This includes self-service and automated interactions, as well as agent-assisted channels.

Leveraging the Khoros platform, Midco connected customers via SMS and Apple Business Chat, resulting in a marked increase in customer satisfaction (CSAT) scores. Compared to the traditional phone and chat support techniques that Midco previously used, the completion rate for Twitter, Facebook, SMS, and Apple Business Chat jumped from just five percent to 28%. Customer satisfaction improved as well; Midco’s Khoros Care platform boasts a 4.5 out of 5 CSAT.

Khoros also helped Midco connect its internal teams with messaging in place of traditional channels. Operations dispatchers use Khoros Care to message technicians out in the field via SMS, improving communication efficiency and decreasing time-consuming phone calls. Across all of these channels, agents have a unified queue and workflows to help them avoid collisions in customer care. With asynchronous messaging support on Khoros Modern Chat, Midco agents and customers can use full conversation histories to recall previous interactions and, if necessary, pick up the discussion right where it left off.

With the help of Khoros, Midco has realized positive movement in customer satisfaction — their top priority. They plan to continue down this path because they understand that digital is the preferred engagement method for the customers they serve.

How they made it work

  • Multi 221

    Connected

    with customers via SMS and Apple Business Chat in Khoros Care

  • Multi phone

    Deflected

    calls from their 1-800 number to messaging using Apple Chat Suggest

  • Insights

    Changed

    call-to-action buttons in the support section of their website to SMS

  • Multi threshold

    Moved

    chat interactions to Khoros, allowing for asynchronous conversations in whichever digital channel their customers choose

Khoros’ platforms are adaptable for Midco’s changing needs, and have allowed us to use Khoros as a one-platform solution for all our digital needs.

— Kenneth Nelson 
Customer Care Manager

Results

Since implementing Apple Business Chat, Midco has realized a 73% increase in call deflection, resulting in reduced response times. Likewise, Midco has seen a 20% drop in call volume to their 1-800 number since connecting their SMS to Khoros. Midco has leveraged these increased efficiencies to create an ambitious five-year plan. In that time, Midco will utilize the Khoros platform to handle 75% of interactions digitally.

  • 460%

    INCREASE in CSAT survey completion rate for chat and messaging channels, with improved CSAT scores

  • 73%

    INCREASE in call deflection since implementing Apple Business Chat

  • 20%

    REDUCTION of click-to-call 1-800 number