Case Study: Koodo Mobile achieves scalable 99.9% self-service support with Get Satisfaction

Koodo Mobile - Customer Case Study

Koodo Mobile wanted to disrupt the telecom market with low prices and a simple business model, but needed to keep support costs down while improving customer help. It turned to Get Satisfaction and its customer community platform to build a scalable self-service and peer-to-peer support model.

Get Satisfaction helped Koodo launch a community with badges, points, and a Mobile Masters champions program, plus Salesforce integration to share customer feedback across teams. The results were strong: Koodo reached a 99.9% self-service rate, cut call demand with a 44% year-over-year increase in call deflections, and improved response time to an average of 12 minutes.

Koodo Mobile

Nathan Roth

Manager of Digital and Social