Case Study: Jawwy (STC mobile brand) achieves 1.4M+ annual support-cost savings and faster response times with Khoros Community & Khoros Care

How Jawwy Empowered Customers with a Khoros Community

Jawwy, a digital mobile experience from STC in Saudi Arabia, faced inconsistent support knowledge and poorly maintained FAQs that left customers without clear self-service options for common questions (for example, where to buy recharge vouchers). To give customers more agency and a single, user-friendly place for answers, peer support, and agent help, Jawwy chose Khoros, onboarding Khoros Community and Khoros Care.

Khoros helped Jawwy update FAQs, add a bilingual how‑to and a recharge‑voucher map locator, train agents on the Khoros Knowledge Base, and introduce gamification to boost peer support. As a result, Jawwy saw increased voucher sales, fewer location queries, faster digital responses, and major cost savings — including 1.4M+ in annual support‑cost savings, 98% of chat responses in under two minutes, and 95% of social responses in under 15 minutes — all enabled by Khoros.

Jawwy

Ramy Metwally

Head of Social Media Care