Case Study: Sony Europe achieves 2x increase in agent efficiency with Khoros

How Sony Europe doubled agent efficiency with Khoros

Sony Europe needed faster, more effective social customer service after a third‑party agency and their publishing tools left customer enquiries slow to route and respond — often taking more than 24 hours — while reporting remained manual and Excel‑based. To solve this, Sony Europe selected Khoros and initially deployed Khoros Care for Facebook and Twitter in their Dutch market before scaling across languages and markets.

By onboarding Khoros Care and using Khoros’ listening and community features, Sony Europe automated routing, added a Twitter DM button, enlisted community super users, and replaced manual reporting with built‑in analytics. Khoros helped Sony Europe realize a 17% year‑over‑year improvement in agent efficiency immediately, doubled agent efficiency over four years, increased volumes handled by 20%, sped response times, improved call deflection, and supported faster escalations and sales.

Sony

Manuella De Roover

Social, Reviews, and Campaigns Manager