AI & Automation
AI for every conversation, campaign, and customer
Khoros AI and automation delivers unmatched efficiency for marketing and service excellence. Read more
AI for every conversation, campaign, and customer
Self-service support, education, and collaboration
Agent efficiency, automation, and operational insights
Content management, publishing, and governance
Increase satisfaction and improve product adoption with complimentary training.
More than onboarding and implementation, this is where our partnership begins
Our in-house experts in social media and community management for Khoros customers
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Technical overviews and links to developer documentation
Join us for webinars and in-person events
Integrations to connect with your customers, wherever they are
Guides, tipsheets, ebooks, on-demand webinars, & more
Policies, resources, certifications, and updates on our commitment to data security & compliance
AI for every conversation, campaign, and customer
Self-service support, education, and collaboration
Agent efficiency, automation, and operational insights
Content management, publishing, and governance
Increase satisfaction and improve product adoption with complimentary training.
More than onboarding and implementation, this is where our partnership begins
Our in-house experts in social media and community management for Khoros customers
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Technical overviews and links to developer documentation
Join us for webinars and in-person events
Integrations to connect with your customers, wherever they are
Guides, tipsheets, ebooks, on-demand webinars, & more
Policies, resources, certifications, and updates on our commitment to data security & compliance
TELUS is Canada’s fastest-growing national telecommunications company. TELUS provides a wide range of communications products and services and is Canada’s largest healthcare IT provider. TELUS’s top priority is putting customers first, which they aim to accomplish by delivering exceptional client experiences and becoming a world leader in customer advocacy. To accomplish their goals, TELUS onboarded Khoros Care and built a Khoros-powered community called the TELUS Neighbourhood.
Customer care and content creation weren’t aligned — one operated without the input or coordination of the other — but TELUS wanted to unite the two. In order to accomplish their goal, TELUS needed to redefine the role of social operations within the company. TELUS’s goal was to create a team rooted in both service and content creation excellence who could look at customer questions as unmet demand for support content, then work to meet that demand with social and crowdsourced content. With the support of Khoros, TELUS launched a Customer First Initiative focused on customer care and content development. Khoros Care supported TELUS’s efforts to seamlessly unite their care and content. With their Khoros-powered community, TELUS can now engage customers authentically and on their customers’ terms, which helps TELUS create customers for life.
TELUS’s care and content are now united, and both engage and satisfy TELUS customers while also saving organizational costs. More than 90 percent of TELUS community posts are now community-created, and in the first quarter of their partnership with Khoros, TELUS had more than 330,000 unique community visits.
A software update schedule for mobile that was shared with customers, relieving frustrations.
On social and got in front of potential customer concerns by leveraging content from users and crafting content.
Managed digital inquiries while maintaining a high level of customer care.
Their care and content teams to support customer needs.
“For the past decade, TELUS’s top priority has been putting customers first. With Khoros, we can meet our goals every day.”
By partnering with Khoros, TELUS led a successful Customer First Initiative: TELUS offset over 66,000 live contacts (call, email, webchat, or store visit) with the support of Khoros Care and their community and they found that 90% of their customers would recommend them to others. After launching their initiative, TELUS also found that their customers had an 89% likelihood of sharing their experiences with others, greatly boosting their word-of-mouth marketing potential
Customer satisfaction rate
Of Twitter responses in under 35 minutes
In annualized operational savings