Case Study: TechStyle Fashion Group achieves personalized, scalable customer care and 50,000 surprise & delight experiences with Khoros Care (Khoros)

How TechStyle Supports Their Customer Care Agents with Khoros

TechStyle Fashion Group, a global fashion and lifestyle company serving millions (including five million VIP members), needed a way to deliver highly personalized service across four brands, 12 countries and seven languages while managing hundreds of thousands of social posts and empowering more than 1,000 agents. To support self-service and drive loyalty through surprise-and-delight programs, TechStyle onboarded Khoros and implemented Khoros Care.

Khoros deployed Khoros Care—integrated with TechStyle’s customized in-house tools and a Facebook Messenger bot—to organize and prioritize social communications by region and content, enable intuitive self-service, power social listening, and support personalized surprise-and-delight experiences. Khoros’s solution helped transform agent interactions and culture while handling 5 million support contacts annually, containing 20% of support via self-service, and delivering about 50,000 surprise-and-delight programs.

TechStyle Fashion Group

Anna Pettus

Sr. Director Strategic Operations