Case Study: AMC Theatres achieves industry-leading 13:54 response time and 80% CSAT with Khoros

How AMC Theatres Partners with Khoros to Provide Digital Customer Care

AMC Theatres, the world’s largest movie theatre company, faced growing digital care volume and slow social response times as it expanded its digital team. To establish a consistent social voice, scale human interactions, and get better data, AMC partnered with Khoros and adopted Khoros Care to modernize and structure its digital customer support.

Khoros delivered Care platform capabilities—editable pre-saved response templates, real-time dashboards, and agent efficiency tools—while AMC reorganized staff (pulled, placed, housed, empowered) to centralize digital care. The Khoros-enabled solution cut average response time to an industry-leading 13:54, achieved 80% CSAT and a 2-minute handle time, and even enabled a 99% negative-to-positive sentiment conversion after responding to customer feedback, producing faster, higher-quality, and more cost-efficient support.

AMC Theatres

Elizabeth Solomon

Manager, Social Media Care