Case Study: Rogers Communications achieves 72% higher social customer satisfaction and sub-15-minute response times with Khoros Care

How Rogers Became the World’s First Telecom Provider to Offer Customer Care on Facebook Messenger

Rogers Communications, a Canada-based telecommunications company, needed a way to scale customer support across distributed teams and meet customers where they are with convenient, 24/7 service. To address rising social volume and the challenge of quickly onboarding agents across three regions, Rogers partnered with Khoros and adopted Khoros Care to enable seamless social customer engagement.

Khoros implemented Khoros Care and integrated Facebook Messenger as a dedicated support channel, enabling fast self-training, queue prioritization, and around-the-clock agent coverage. As a result, Rogers cut average response time from 45 minutes to under 15 minutes, drove a 72% increase in partner channel customer satisfaction, handled 4x more social volume, and consistently earned Facebook’s Very Responsive to Messages badge.

Rogers Communications

Danielle Kovac

Director, Office of the President