Case Study: Symantec achieves 3-minute social responses and global scale with Khoros Care

Symantec Scales Social Customer Service with Khoros Care

Symantec, the global cybersecurity leader, needed a new digital solution to give customers worldwide fast, one‑on‑one social support. After their previous vendor introduced layers that delayed responses, Symantec replaced them with Khoros and its Khoros Care product to scale social customer service and restore a timely, customer‑focused experience.

Khoros implemented Khoros Care to enable true team collaboration, automatic multi‑language routing, extended hours (including weekends), and an expanded care team (from 3 to 20). The results with Khoros were dramatic: average response time fell from 24 hours to 3 minutes, outbound response volume rose 162%, unique cases monitored increased 74%, and 12 languages are now monitored on a single support handle—bringing positive customer sentiment back.

Symantec

Tim Lopez

Project Manager, Social Customer Care