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
With over 370 years of service, the Post Office is the UK’s largest retail network. It’s the largest financial services chain in the UK with more branches than all of the UK’s banks and building societies put together. The Post Office is an independent multi-channel business, separated from Royal Mail, and it’s embarking on an era of growth, modernization, and customer excellence in serving the UK population. To increase traffic to the Post Office branches, boost sales of parcels and letters, and to overcome negative perceptions about the brand, the Post Office decided to partner with Khoros on a real-time marketing campaign, #LoveSundays. The campaign was designed to dominate social media for just one day and leverage Khoros Marketing and Khoros Care to monitor and track awareness and customer engagement on social media.
The Post Office knew from their own research that their customers had low awareness of the Post Office’s Sunday opening hours, and they turned to Khoros to increase awareness. Their #LoveSundays Twitter campaign would celebrate everything great about Sundays, from brunch to pajamas to Sunday dinner and—of course—the Post Office’s Sunday hours. Twitter was the perfect place to generate broad awareness and to engage their audience with the core campaign message. The Post Office leveraged Khoros in the monitoring and response phases of their campaign. During monitoring, the Post Office team used Khoros to surface conversations with keywords and phrases and respond to inquiries. The Post Office partnered with two marketing agencies for their #LoveSundays campaign, and Khoros made sharing information and tracking customer interactions seamless. Khoros also helped the brand organize every conversation into appropriate queues and manage agent efficiencies by routing to different team members for approvals.
A social content tiered approach for campaign-day that focused on activation, reacting in real-time, a war room, and aligned content for partners.
Customer data seamlessly with Khoros, helping them deliver personalized interactions to customers both during and after the campaign.
Tweets from influencers and participated in conversations based on what was trending at the time.
Customer interests to engage on a personalized level.
“Having our agencies use Khoros during the campaign gave us a safety net — all replies went through to us, via Khoros, for approval, before getting published — and everything was more efficient.”
Khoros was already an established platform within the Post Office, but this campaign was the first time the Post Office partnered with outside marketing agencies. Both agencies found the platform very easy to use, there were no duplicated replies, and no customer service queries were forgotten during the campaign. Perhaps best of all, #LoveSundays trended on Twitter without the Post Office paying for a promoted trend.
Average engagement rate on Twitter
Increase in branch finder page views
Impressions on Twitter