Case Study: Spectrum achieves 57% improvement in agent productivity and faster social customer care with Khoros

How Spectrum Streamlined Customer Care with Khoros

Spectrum, a leading U.S. provider connecting more than 15 million customers across 29 states, faced inadequate social media management technology and processes and relied heavily on traditional voice and chat channels while customer demand for social support grew. To meet customers on their preferred channels and prove value to leadership, Spectrum partnered with Khoros and onboarded Khoros Care while also building a Khoros-powered community.

Khoros implemented an integrated Khoros Care solution and community that consolidated social channels, turned posts into assignable cases, provided analytics, and allowed agents to scale and respond during crises like Hurricane Sandy. With Khoros, Spectrum tripled its social media team within months and achieved measurable gains—57% improvement in agent productivity, a 30% improvement in social response, and 200,000 posts processed in the first six months.

Spectrum

Phil Blum

Social Media Customer Care Manager