Case Study: Telstra achieves 24/7 digital customer care and a thriving community with Khoros

How Telstra Transformed their Digital Customer Experience

Telstra, Australia’s largest telecommunications company, faced a gap in its digital customer care as more customers engaged online but support lacked the authenticity and governance of offline channels. To close that gap, Telstra partnered with Khoros and deployed Khoros Care along with a Khoros-powered community, CrowdSupport, to build an authentic, moderated digital customer experience.

Khoros implemented CrowdSupport and Khoros Care to enable peer-to-peer interactions, live customer-led chats, and a 24/7 digital care team while ensuring brand safety and governance. The Khoros solution generated more than 20,000 pieces of community content in the first five months, produced a 76% year-over-year increase in knowledge-based articles and a 22% increase in accepted solutions, driving better resolution rates and stronger customer advocacy.

Telstra

Monty Hamilton

Digital Operations Director