Case Study: RACQ achieves faster response times and improved customer care with Khoros Care

How RACQ reduced response times to deliver exceptional customer care

The Royal Automobile Club of Queensland (RACQ), Queensland’s largest club offering banking, insurance and roadside assistance, faced growing volumes of time‑sensitive customer enquiries and had no social moderating system—agents were manually screenshotting and forwarding questions. To scale social care, prioritise emergencies and gain reporting visibility, RACQ partnered with Khoros and onboarded Khoros Care.

Khoros implemented Khoros Care with tagging, routing, automation, Monitor Walls and Shared Dashboards, training an initial 12 agents before rolling the platform out to a 30‑person team. The solution cut response times to under 2 hours on average, helped 46% of conversations that started negative finish positive and 34% of neutral conversations finish positive, and delivered social insights such as a top post with 52k impressions and 8.6k engagements (16.4%), while streamlining reporting and agent performance tracking for RACQ.

RACQ

Rachael White

Social Media Strategist