Case Study: Three Ireland achieves best-in-class social customer care and scalable digital support with Khoros

How Three Ireland improved their care strategy with Khoros

Three Ireland, one of Ireland’s leading mobile operators with 3.4 million customers and 41.6% market share, faced a sudden surge in social media contact during COVID-19 (daily volumes rose 286%, with queues peaking at 2,500) that caused long response times, repeated DMs/public posts and inconsistent tagging and reporting. To modernize digital care and keep customers in native social channels, Three Ireland partnered with Khoros and implemented Khoros solutions including a Welcome Response Bot, queue reconfiguration, tagging improvements and product coaching.

Working with Khoros, Three Ireland reduced queues from 16 to 3, deployed an auto-response bot to set expectations and collect validation details, standardized tagging for real‑time trending reports, and trained teams via Khoros coaching. These changes cut average responses per conversation from three to two, supported 32,902 closed conversations at the COVID peak (55,104 in 2020), delivered NPS of 54.8 (2019) and 39.8 (2020) with RFT of 88%/84.4%, and raised public service level from 39% to 77% (exceeding a 70% target), demonstrating measurable gains in efficiency and customer experience.

Three Ireland