Case Study: STIHL achieves 97% one-business-day response rate and engages millions of fans with Khoros

STIHL reaches millions of fans across social media

STIHL, the maker of the #1 selling chainsaws worldwide, needed to provide consistent, timely customer service as its audience expanded across platforms like Facebook, Instagram, TikTok and YouTube. The social media marketing team sought a way to automate workflows and moderate channels efficiently so it could respond to every customer comment within one business day, and partnered with Khoros and its social media management/moderation platform to centralize visibility and operations.

Using Khoros to consolidate support, automate workflows, and streamline moderation, STIHL delivered faster, more consistent responses and active community engagement. In about one year STIHL made over 1,000 total responses across owned platforms, reached an audience of more than four million followers, and met its one-business-day response SLA 97% of the time—demonstrating measurable improvement in service and engagement with Khoros.

STIHL

Les Robinson

Social Media Marketing