Visa’s Story
Today, Visa’s Community is a cornerstone of their digital strategy, fostering collaboration and empowering developers to create innovative solutions in the payment space.
Summary
Visa is a global payments technology company that connects consumers, businesses, banks, and governments to fast, secure, and reliable digital payments. The company is at the forefront of driving digital-first financial solutions, providing seamless and innovative payment options for individuals and businesses around the world. With a focus on delivering a superior customer experience, Visa strives to provide developers with the tools and resources needed to create world-class payment solutions.
With Khoros as its online community partner, Visa has created an engaging space for developers, fostering collaboration, improving customer experience, and driving significant cost savings.
COMMUNITY SCALE
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8 billion
API calls per month (2024)
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16.1 %
increase in new members (2024)
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16 %
improvement in registrations year-over-year (2024)
BUSINESS OUTCOMES
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59 %
resolution rate within the community (2024)
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$ 3.5 M
in support cost savings
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20 %
increase in accepted solutions
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22 %
overall resolution rate
"Our team uses Khoros Community to engage with our customers in a dedicated channel of choice with expert support and like minded peers available to connect in real time.”
— Anthony Pichardo, Product Manager at Visa
About Visa
Visa, founded in 1958, is a multinational financial services company that facilitates digital payments and serves consumers, businesses, and governments. The company operates in over 200 countries, with a workforce that supports its global network of financial institutions and payment systems. Visa is a leader in providing innovative payment solutions, aiming to provide secure, fast, and reliable transactions across the globe.
Rationale for change / Business use case
Visa's Developer Platform was launched in 2016 to scale and enhance the digital payment experience. When Visa faced the challenge of managing increased support demands, they turned to Khoros Community to provide self-service support and to reduce the need for costly customer service agents. The goal was to create a branded, scalable platform to engage developers and solve their issues collaboratively.
CUSTOMER SUCCESS
“In addressing the challenge of driving Community self-service, we wanted to foster and encourage peer-to-peer engagement to improve quality of member interactions and to increase customer trust and advocacy.”
ANTHONY PICHARDO
Product Manager at Visa
“The amount of data we are able to review… enables us to target focus areas and give meaningful feedback on success we are having with the larger business goals. It means we have a better understanding of how to engage with our Developers and what they want."
ANTHONY PICHARDO
Product Manager at Visa
COMMUNITY JOURNEY
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Inception
Inception
The Visa Developer Platform, which includes the Khoros-powered community, was launched in 2016. In these early stages, the primary focus was on providing a self-service and peer-to-peer support system, mainly around API documentation and technical support. The goal was to address increasing customer support demands and scale Visa’s developer ecosystem.
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Growth
Growth
From 2019 - 2022, the community continued to grow in terms of scale and engagement. During this phase, Visa worked on improving the onboarding experience for developers and encouraging more peer-to-peer engagement. Key milestones include achieving a significant number of API calls (8 billion per month) and a more robust focus on fostering collaboration between developers and support teams.
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Maturity
Maturity
From 2023 to present day, Visa’s community is now a mature platform, demonstrating measurable outcomes like increased resolution rates (59%), cost savings ($3.5M in support deflection), and a steady growth of new members (16.1% YoY increase). The focus during this phase is on enhancing data reporting capabilities, refining community-driven support, and maintaining a high resolution rate while ensuring ongoing community engagement.
Technology: The Khoros platform's capabilities, such as the admin console and advanced analytics, allowed Visa to monitor community success and focus on areas for improvement.
Lessons learned
Community insights for product development
Community insights for product development
The community became an invaluable source of real-time feedback that Visa could use to improve their products and services. This connection with the community helped Visa continually refine its offerings and prioritize features that would most benefit its users.
Encouraging peer-to-peer engagement for better support
Encouraging peer-to-peer engagement for better support
Visa realized that while expert support is critical, peer-to-peer support within the community plays a major role in building trust and loyalty. By nurturing a culture of collaboration, Visa learned that the more developers supported one another, the less they had to rely on formal customer service channels.
Adaptability of the community to evolving needs
Adaptability of the community to evolving needs
Visa learned that its Khoros-powered platform was flexible enough to adapt to changing community demands, including the introduction of new APIs, integration with other platforms, and scaling for a growing number of users. Being able to grow and modify the community environment as needed helped Visa stay ahead of user expectations.
Results
Visa’s Khoros-powered community has delivered significant business outcomes, enabling Visa to scale engagement, improve customer support, and drive measurable financial impact.
8 billion API calls per month
$3.5 million in savings
16% increase in new members
59% resolution rate
Why Khoros Community software
Visa chose Khoros for its robust capabilities, scalability, and enterprise-level performance. The platform’s flexibility and user-centric features have allowed Visa to engage its developers effectively, track KPIs, and gather valuable insights to drive continued success.
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Community automation
Khoros Communities help moderators work smarter not harder. They can utilize AI to pick-up on discussion intent and sentiment as well as automation to filter, tag, prioritize, route, or remove bad content before members see it.
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Community moderation
These advanced tools help power high-volume agent response as well as ensure members feel valued. Community teams can review posts and conversations from across their community as well as respond, approve, or reject in seconds.
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Community analytics
Organizations can harness data and surface insights to keep their communities healthy and engaged.
Success starts with a Khoros Community
Visa partnered with Khoros to build a developer community that sparks collaboration, improves experiences, and saves costs. Want to see how we can help your business connect and thrive?