Case Study: Khoros cuts backlog 19% and avoids $885K in support spend with Kayako One

Khoros cuts backlog 19% and avoids $885K in support spend with Kayako

Khoros faced a significant and growing support backlog that had climbed for 20 straight weeks, with tickets increasing by 107% to over 1,300. This led to extended resolution times and frustrated agents and customers. To address this, they turned to the vendor Kayako and implemented their Kayako One platform.

Kayako implemented its Kayako One solution, which utilized AI-driven ticket triage, cross-skilled agents, and targeted backlog sprints. This approach resulted in a 19% reduction in the backlog within eight weeks, a 70% faster resolution time, and a 13-point increase in CSAT. The solution also allowed Khoros to cut its support team seats by 49% and avoid $885K in annual Salesforce spend.

Khoros