Case Study: Midco achieves higher customer satisfaction and significant call deflection with Khoros Care

How Midco Used Khoros Care to Improve Customer Satisfaction and Deflect Calls

Midco, a regional communications provider, needed a more effective customer engagement platform after its previous solution fell short. Midco partnered with Khoros, deploying Khoros Care and Khoros Modern Chat with automation from Khoros Bot to operationalize support across Google Business Messages, Apple Business Chat, SMS and social messaging channels.

Khoros delivered a unified, asynchronous messaging platform, updated website CTAs to drive SMS, and routed search traffic to Google Business Messages so agents share a single queue and workflows. The changes lifted CSAT to 4.5/5, produced a 460% increase in CSAT survey completions, raised messaging completion rates from 5% to 28%, drove 73% more call deflection, and cut click-to-call volume by 20%, helping Midco pursue a goal of handling 75% of interactions digitally within five years.

Midco

Kenneth Nelson

Customer Care Manager