Case Study: Samsung Electronics America achieves 90%+ accepted solutions and $1M monthly support savings with Khoros

How Samsung’s Community Transforms Support and Empowers Customers

Samsung Electronics America (Samsung) wanted to evolve its digital customer engagement beyond Samsung.com but didn’t know which channels mattered most or how to shift traffic to where customers were already conversing. To build a place for expert support and loyalty-driven peer connection, Samsung partnered with Khoros to create the Samsung Member Community.

Khoros implemented a Khoros-powered community embedded across channels and the Samsung Member App, shifting support to organic peer conversations, cultivating Ambassadors, and integrating community into product launches. The result: year-over-year accepted solutions rose 90%+, call deflection improved by 50%+, and Samsung realized support cost savings of $1M+ per month — outcomes achieved through Khoros’ platform and services.

Samsung

Aaron Blackwell

Senior Program Manager