Case Study: Bell Canada deflects 300,000 agent calls and cuts support costs with Khoros

Cuts support costs and delights customers with a “digital-first” customer service strategy

Bell Canada, the country’s largest communications provider, faced a COVID-19–driven surge in service calls and needed a digital-first way to deflect contacts and speed resolutions. To meet objectives around increased self-service, reduced agent demand, and improved customer retention, Bell Canada partnered with Khoros to build an online community platform as the first line of support.

Khoros delivered a community solution with self-service content, peer-to-peer support, proactive outage notices, and integrations (SSO, in-app search, social, eChat) to create a seamless digital support experience. Over a year Bell’s community grew from 12K to 110K quarterly log-ins, 93K to 515K sessions, and 1,500 to 13,900 total posts; the program deflected roughly 300,000 agent calls annually, achieved a 23% higher same-day contact rate, a 46% YoY improvement in issue resolution, reduced churn and saved close to $1M.

Bell Canada

Imad Daoud

Senior Manager