Case Study: Sprint achieves a 20% increase in secure messaging and stronger customer trust with Khoros Messenger

How Sprint Builds Trust with Customers Using Khoros Messenger

Sprint, a wireless provider with more than 50 million customers, needed a way to balance fast support with secure handling of personal information. Previously, Sprint was often forced to move customers from social channels to phone calls to exchange PII, creating a fragmented and frustrating experience—so they turned to Khoros and implemented Khoros Messenger to provide a branded, PII-compliant messaging channel.

Khoros launched a secure, branded messaging platform that keeps conversations in-channel with the same agent, integrates with Khoros Community for seamless transfers, and supports asynchronous interactions while ensuring data privacy. As a result, Sprint saw a 20% increase in Messenger conversations, now routes 21% of all customer conversations to secure messaging, achieved 70% positive customer sentiment for the one-stop option, and kept 62% of customers in-channel through resolution—demonstrating measurable improvements after deploying Khoros.

Sprint

Allison Fasching

Social Engagement Strategy & Community Management