Case Study: Ultra Mobile achieves a revenue-positive care operation and $4M incremental revenue with Khoros

Ultra Mobile transforms their care operation to be revenue positive

Ultra Mobile, a fast-growing MVNO, faced surging inbound support volume and more complex account troubleshooting as its customer base expanded. To scale engagement without hiring armies of agents and to build proactive retention teams, Ultra Mobile turned to Khoros and deployed Khoros’s agent desktop and chat experience, a new AI platform, and mobile messaging channels.

Khoros helped onboard 200+ chat agents, migrate and rebuild intent models, introduce PCI‑compliant secure forms, and launch Apple and Google business messaging to deflect calls. The results: 63% chatbot containment (up from ~33%), 4.4M chatbot conversations in 2023, $2M in support cost savings, a 40% reduction in average handle time, 95% NPS, and $4M incremental revenue—delivering a rare revenue‑positive care operation for Ultra Mobile.

Ultra Mobile

Jon Lamont

Director of Care Revenue