Case Study: Australian Gas Light Company (AGL) achieves $1M ROI and transforms digital customer support with Khoros

How AGL Transforms Its Digital Customer Experience with Khoros

The Australian Gas Light Company (AGL), one of Australia’s leading integrated energy companies, faced rising digital support demand as its social audience and care teams expanded across India, the Philippines and Australia. To move beyond native Twitter and Facebook support and unify marketing and care, AGL partnered with Khoros, launching a Khoros-powered community and adopting Khoros Marketing and Care tools.

Khoros delivered a branded community, an intelligent contextual FAQ using the Khoros REST API, and unified social care workflows that enable blended teams to respond in real time. The solution drove stronger community engagement and sentiment, delivered attributed ROI of over AUD 1 million in year one, saw 72% of inquiries answered within an hour, and achieved approximately AUD 133k in monthly support cost savings.

Australian Gas Light Company

Liam Woods

Digital Community Channel Manager