Case Study: Optus achieves significant cost savings and increased customer loyalty with Khoros

Optus Leveraged Khoros to Reduce Costs and Build Customer Loyalty

Optus, Australia’s second-largest telecommunications provider serving over 10 million customers, needed to meet shifting customer expectations for digital support while cutting support costs. To shift volume from call centers to digital channels and unlock peer-to-peer support, Optus partnered with Khoros and implemented Khoros Community and Khoros Care as core components of a new customer service strategy.

With Khoros Community and Khoros Care, Optus built executive sponsorship, a focused community team and a Super User program to scale user-generated support and apply social listening for targeted sales outreach. The Khoros-enabled initiative drove a 107% increase in community traffic, exceeded its incremental call-reduction target by nearly 60%, produced a 230% increase in operational expense savings, engaged about 5,000 prospects with an 89% engagement rate and converted 13% into more than $400K in annualized revenue; Optus was also named Australia’s #1 Socially Devoted brand for four consecutive quarters.

Optus

Karen Le

Community Manager