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 live webinars and other events, like Khoros Engage
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 live webinars and other events, like Khoros Engage
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
Rogers Communications Inc. is a Canada-based telecommunications company that has evolved along with changing technology since their inception nearly 60 years ago. Rogers onboarded Khoros Care to empower their customer engagement team and to access valuable insights through analytics and reporting. They decided to take their customer care goals even further and overhaul their customer experience by offering support 24/7 on social media. They would work toward delivering an outstanding customer experience through the integration of Facebook Messenger. To accomplish their goals, Rogers leveraged Khoros Care to support their first-on-the-market launch of customer support via Facebook Messenger.
Before Rogers onboarded Khoros Care, they were looking for a way to help their growing team keep up with the demand for customer support. They needed an intuitive tool that team members could seamlessly onboard. With Khoros Care, team members could self-train and be online with the platform in a matter of hours, streamlining the scaling of Rogers’ support staff. Rogers had already partnered with Khoros to develop their Khoros-powered community, so they knew that once their team members were trained with Khoros Care, working within the platform would be easy and the support offered by Khoros would be thorough. Furthermore, Rogers has employees in three different regions in Canada — teams that never meet in person and who work 24/7. Khoros streamlines operations and supports high-level performance from all team members, no matter their location. With Khoros Care, Rogers was able to launch Facebook Messenger as an around-the-clock means of customer support. Before Messenger, every communication for the care team was filtered through one queue, but with Messenger supported by Khoros Care, the Rogers care team can now easily prioritize customer communications into relevant queues for faster, better service.
Rogers launched customer support through Facebook Messenger because they wanted to bring their customers the best service in the world. Customers can now reach them through Facebook Messenger to ask questions, make changes to their accounts, and more. Rogers’ social care agents manage all of those communications through Khoros Care. Not only are their customers receiving quicker service — they reduced response time from 45 minutes to under 15 minutes across all social channels — overall, customers are more satisfied.
Customer relationships by providing a personal connection with the brand on social media.
Seamless customer-agent engagement on Facebook and Twitter via private and direct messages with the support of Khoros Care.
To 24/7 customer support with Facebook Messenger, powered by Khoros Care.
A large support team across multiple regions to self-train and get online with Khoros Care quickly and seamlessly.
“Our goal was to deliver a better experience for our customers, and we saw a substantial increase in social media customer satisfaction following the launch of Facebook Messenger, supported by Khoros Care.”
Onboarding Khoros Care with Facebook Messenger resulted in a 72% increase in partner channel customer satisfaction for the social media support team, giving the team the highest score across customer contact channels at Rogers. Rogers also consistently earned Facebook’s Very Responsive to Messages badge.
Increase in partner channel customer satisfaction
Increase in social volume
Or less response time