Case Study: Jawwy (STC’s digital mobile service) doubles digital care volume, cuts costs, and boosts CSAT with Khoros

How Jawwy doubled digital care volume, cut costs, and raised CSAT

Jawwy, STC’s fully digital mobile service provider in Saudi Arabia, wanted to move to 100% digital customer care and meet customers where they already message, but initially had no messaging capabilities. To achieve a customer-first, digital-first support model, Jawwy partnered with Khoros and implemented Khoros Care, Khoros Communities and Khoros Messaging to consolidate channels and add native in-app and web chat.

Khoros consolidated all digital interactions into a single support queue, launched a vibrant community and native chat, and expanded support across WhatsApp, Facebook Messenger, Twitter and the Jawwy app. With Khoros, Jawwy achieved a 20% efficiency gain and 20% fewer agents (saving over $1M annually), answered 90% of inquiries in under 10 minutes, sustained 87% CSAT on social channels, increased community self-service and doubled digital care volume while relying on Khoros for 100% of their support channels.

Jawwy

George Attia

VP of Customer Care