Case Study: Samsung Benelux achieves a 54-point NPS improvement with Khoros

Samsung improved NPS by 50+ points with Facebook Messenger

Samsung Benelux partnered with Khoros to transform its traditional contact center into a digital-first, data-driven operation. Facing low customer satisfaction with legacy channels and lacking the infrastructure to scale messaging and community support, Samsung adopted Khoros Care and Khoros Communities to support branded community, app, social, WhatsApp and Facebook Messenger interactions.

Khoros centralized social, community and messaging into a single UI, enabled bots (including “Sam”) and automation, and restructured agent workflows and SLAs to focus on digital channels. As a result, Samsung achieved a 54-point NPS improvement after switching from email to messaging, routed 13% of inquiries to bots, delivered <10-minute responses for 80% of inquiries, turned off email as a channel, and increased customer conversations with fewer agents—outcomes enabled by Khoros.

Samsung

Ruben Lowenstein

Manager for Customer Care