Case Study: Vodafone Germany achieves unified, faster digital customer service — responses in under 10 minutes with Khoros

Unifying digital customer service to efficiently resolve customer issues

Vodafone Germany, a leading telecommunications provider serving over 30 million customers, faced a shift in customer support from phone calls to social media and other digital channels. To unify and manage these conversations, Vodafone adopted Khoros’ digital customer service system to provide an easier, more accurate way to see conversations, respond across channels, and resolve issues in the customer’s channel of choice.

Khoros centralized Vodafone’s digital and social conversations, enabling faster service, informed communication through conversation history, and proactive monitoring of trending issues. As a result, Vodafone now handles 800–1,000 support tickets per day, empowers agents to resolve up to 100 tickets each per day, and achieves typical response times under 10 minutes, delivering near real-time customer support.

Vodafone

Sebastian Quednau

Project Coordinator