Case Study: MYOB achieves faster response times and reduced support volume with Khoros

MYOB Leverages Khoros to Develop a Flourishing Online Community

MYOB, Australia’s leading accounting software provider, was migrating customers from desktop to cloud and needed a way to divert routine support away from email so their team could focus on complex issues. Concerned about customer reaction to reducing email support, MYOB partnered with Khoros to build a Khoros-powered online community that would provide fast, peer- and partner-driven help without losing the customer experience.

Khoros implemented a feature-rich community (including an Idea Exchange) that harnessed partner expertise and empowered support agents to handle harder cases. The Khoros-powered solution cut average response times from days to hours, achieved 65% deflection of community posters away from call center/live chat, grew to 100K subscribers in under two years, and produced metrics such as ~1k posts per week and 20k weekly unique visitors—delivering cost savings and improved NPS for MYOB.

MYOB