Case Study: Microsoft achieves 600% community growth and $1M+ monthly support cost savings with Khoros Communities

How Microsoft Shifted from Support to True Engagement with Khoros Communities

Microsoft needed to move beyond traditional phone and web support to engage a rapidly growing customer base after Power BI launched. To do that they partnered with Khoros to build branded, Khoros-powered online communities for Power BI and later for Power Apps and Microsoft Flow, enabling a shift from support-only interactions to richer customer engagement.

Khoros implemented syndicated, cross‑community forums and tools that scaled peer‑to‑peer support and product conversations—community activity grew 600%, 90% of posts get a response within 48 hours, a 65% solution rate, 75% of content is member‑generated, and Microsoft sees $1M+ in monthly support cost savings from call deflection. By using Khoros communities, Microsoft improved customer satisfaction, replicated the model across the Power Platform, and fostered stronger customer relationships.

Microsoft

Sandy Rivas

Senior Program Manager