Case Study: British Gas achieves scalable, effective social customer care with Khoros Care

British Gas Leveraged Khoros Care for Better Social Customer Care

British Gas, the UK’s leading energy supplier serving more than 11 million homes and one million businesses, struggled to organize and scale social customer care when it first entered social media. With unclear direction and only one person covering social part‑time, 74% of social contacts had already tried another channel and been failed—so British Gas engaged Khoros and its Khoros Care platform to rebuild trust and create a dedicated social care operation.

With Khoros Care, British Gas scaled to a 16‑person team covering 8:00 a.m.–10:00 p.m., seven days a week, prioritized and escalated urgent posts, and proactively engaged influencers and customers. Khoros helped drive 800+ proactive conversations per month, 93% response coverage on Facebook and Twitter, targeted transfers under 10%, faster and more accurate replies (typically within 2.5 hours), and higher agent and channel opinion scores compared with voice, email, and web chat.

British Gas

Louisa Martin

Social Media Manager-Communities