SMARTY’s Story
Learn about SMARTY's strategy for boosting community resolution and conversion rates.
Summary
SMARTY is a SIM-only mobile network that aims to rebuild trust in the mobile industry by offering great value, simple plans, transparent pricing, and flexible monthly SIMs. With a focus on delivering an outstanding customer experience, SMARTY provides EU roaming, unlimited calls and texts, and the flexibility to pause or change plans without long-term contracts. Backed by Three Ireland’s strong and reliable 4G and 5G network, SMARTY ensures fast and seamless mobile connectivity.
With Khoros as its online community partner, SMARTY has developed a thriving space that enhances customer engagement, improves the support experience, and drives significant cost savings.
COMMUNITY SCALE
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90 K+
registered community members (2024)
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60 k
unique visits per month (2024)
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150 k+
page views per month (2024)
BUSINESS OUTCOMES
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7 %
improvement in resolution rate YTD (2024)
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1.6 %
conversion rate to store (2024)
"The CX team specialises in creating a customer experience strategy that provides our audience with an engaging community and peer-to-peer support whenever needed."
— Yulian Kozachok, CX Platform Lead at SMARTY
About SMARTY
SMARTY, launched in 2017, is a UK-based mobile network provider owned by Hutchison 3G UK Limited. Operating under a SIM-only model, SMARTY delivers affordable, contract-free plans backed by Three’s high-speed mobile network. The company’s mission is to offer a simple, honest, and customer-friendly approach to mobile service, ensuring flexibility and value without hidden fees or surprises.
Rationale for change / Business use case
As SMARTY’s customer base expanded, it became increasingly important to provide scalable and efficient support solutions. With a growing number of users preferring self-service, SMARTY turned to Khoros Communities to enhance engagement, facilitate peer-to-peer support, and reduce reliance on traditional customer service channels.
CUSTOMER SUCCESS
"The Khoros Communities platform is a fantastic asset that enables us to listen to our customers, explore analytics, and understand our customers on a deeper level."
YULIAN KOZACHOK
CX Platform Lead at SMARTY
“The SMARTY Community is an invaluable resource for our customers, enabling them to connect, support each other, and find solutions efficiently."
YULIAN KOZACHOK
CX Platform Lead at SMARTY
COMMUNITY JOURNEY
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Inception
Inception
SMARTY launched its online community to provide a peer-to-peer support system that would reduce customer service dependency and enhance engagement.
Technology: Khoros Communities was implemented to support self-service solutions, streamline content management, and create a dynamic knowledge-sharing environment.
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Growth
Growth
With increasing participation, SMARTY’s community evolved into a valuable hub for customer support and engagement. It also became a strategic tool for gathering insights and improving user experience.
Technology: Khoros’ advanced analytics and customizable platform enabled SMARTY to monitor engagement and enhance content delivery.
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Maturity
Maturity
SMARTY’s community has grown into a central component of its customer experience strategy, fostering collaboration and significantly reducing support queries.
Technology: SMARTY leverages Khoros’ admin console, content management features, and data-driven insights to continuously optimize community performance.
Lessons learned
Customer feedback drives product improvements
Customer feedback drives product improvements
The community has provided a direct line of feedback, helping SMARTY refine its offerings based on real user needs. This customer-driven approach ensures SMARTY stays aligned with expectations.
Clarity and transparency build trust
Clarity and transparency build trust
Through community discussions, SMARTY has fostered greater trust by providing clear, honest responses to customer queries. Customers value transparency, and having a dedicated platform to address concerns has strengthened brand credibility.
Community as a support-first resource
Community as a support-first resource
Customers appreciate having instant access to self-service solutions rather than waiting for customer support. The community has enabled faster resolutions, reducing frustration and enhancing overall satisfaction.
Results
SMARTY’s Khoros-powered community has delivered tangible business outcomes, including improved engagement, cost savings, and enhanced customer experience.
Today, the SMARTY Community is a cornerstone of the company’s customer experience strategy. It fosters collaboration, reduces support costs, and ensures a seamless mobile service experience for its users.
90K+ registered community members
7% improvement in resolution rate YTD
1.6–2% conversion rate to store
150K+ page views per month
Why Khoros Community software
SMARTY chose Khoros for its robust capabilities, scalability, and enterprise-level performance. The platform’s flexibility and user-centric features have allowed SMARTY to engage its developers effectively, track KPIs, and gather valuable insights to drive continued success.
"The Khoros Communities platform is a fantastic asset that enables us to listen to our customers, explore analytics, and understand our customers on a deeper level."
— Yulian Kozachok, CX Platform Lead, SMARTY
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Community automation
Khoros Communities help moderators work smarter not harder. SMARTY can let AI pick-up on discussion intent and sentiment and use automation to filter, tag, prioritize, route, or remove bad content before members see it.
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Unmatched expertise
Khoros provides the most modern community architecture with the longest history of enterprise-level scale, security, configurability, and uptime.
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Painless community content management
SMARTY is empowered to produce high-quality community content quickly, craft visual posts or articles with ease, as well as tag, review, edit, and schedule to go-live fast. The team can also archive content to remove noise.
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Community analytics
Organizations like SMARTY can harness data and surface insights to keep customer communities healthy and engaged.