Case Study: MoneyGram achieves faster, more secure social customer care with Khoros Care

MoneyGram Leveraged Khoros Care to Transform Their Digital Customer Experience

MoneyGram, a global money‑transfer company, faced growing customer care gaps as customers increasingly turned to social channels with questions, complaints and fraud concerns. To meet strict compliance and fraud‑prevention needs while improving timeliness and effectiveness, MoneyGram engaged Khoros and deployed Khoros Care to give customers 24/7 access to top‑tier social customer service and to bridge siloed digital marketing and support teams.

Khoros implemented Khoros Care to unify MoneyGram’s marketing and customer‑care teams, scale workflows and agent metrics, and enable in‑channel issue resolution. As a result, MoneyGram grew its social care team from one to eight, improved visibility for compliance and fraud teams, and achieved measurable impact: a 93% reduction in response time, a 95% increase in sales revenue generated, and a 17% decrease in conversations requiring offline resolution — outcomes the company attributes to Khoros.

MoneyGram

Lindsay Conant

Senior Manager, Digital Marketing Analytics & Social Care