Case Study: StubHub achieves 300% faster social response times with Khoros Care & Marketing

Stubhub Rocks Social Customer Service with Khoros Care & Marketing

StubHub, the online ticket exchange, faced rising expectations from more than 1.2 million social fans and needed to move from reactive to proactive social customer care. To monitor fan sentiment, prioritize urgent issues, and unify social operations, StubHub partnered with Khoros and adopted the Khoros Care and Khoros Marketing solutions.

Khoros implemented Care and Marketing tools—including keyword tagging, team monitoring, the Monitor Wall, and in-depth reporting—giving StubHub real-time visibility into mentions and agent performance and enabling prioritized, proactive responses. As a result of Khoros’s solutions, StubHub cut average response time from about an hour to under 20 minutes (a 300% improvement), now reviews 9,000–12,000 inquiries weekly without missing messages, and saw social growth of 200% on Twitter and 30% on Facebook.

StubHub

Mary C. Hill

Customer Service and Social Media Manager