Case Study: Swisscom achieves rapid crisis response and improved customer sentiment with Khoros Care

How Facebook Messenger helped Swisscom create happy customers during a technical incident

Swisscom, Switzerland’s leading telecommunications provider, faced several technical outages that generated heavy press attention and a surge in social media complaints. During the incidents Swisscom saw a 50% increase in Facebook Messenger volume and a jump to 21% of conversations beginning with negative sentiment (vs. ~10% normally). To manage the crisis they used Khoros Care and Facebook Messenger to engage directly with customers and monitor real-time feedback.

Khoros helped Swisscom implement smart views, “major” tagging, alerts to social and incident teams, internal agent notes, and influencer monitoring to prioritize and route high‑priority cases. The workflow improvements let Swisscom maintain a two‑hour SLA in 82% of conversations despite a 63% overall spike in inquiries, and drove sentiment shifts (42% of neutral dialogues turned positive; 43% of negative dialogues turned positive). Khoros’ tools also improved agent efficiency and response tone, minimizing brand backlash during the outages.

Swisscom

Joel Viotti

Social Media Manager