Case Study: Three Ireland achieves 135% increase in sales conversions and 26% community growth with Khoros

Three Ireland drives product innovation and supports business growth through customer-centricity

Three Ireland, Ireland’s largest mobile telecommunications and ISP serving over 4.5 million customers, needed to better connect with its online community to drive product innovation, improve digital-first support, and boost sales. To evolve a service-focused forum into a full-service, customer-centric community, Three Ireland partnered with Khoros, deploying the Khoros Community platform to capture feedback, increase engagement, and streamline the purchase journey.

Using Khoros, Three Ireland introduced gamification (badges, avatars, ranks), seasonal campaigns, a dedicated feedback space, Salesforce integration for 24/7 business support, and homepage promotion to surface offers. The Khoros-powered 3Community drove measurable impact: membership grew 26% (122,000 → 154,000), sales conversion rose from ~2% to 4.7% (a 135% increase), the community now handles 11% of digital support, and members submitted 55 product ideas (22 delivered) with 8,500 views—reducing agent contacts and informing the product roadmap.

Three Ireland

Patrick O’Brien

Digital Services Lead for Communities, Bots, and Proactive Engagements