Case Study: Upwork achieves timely global crisis communication and reduced support tickets with Khoros

Upwork Keeps Customers Informed During Global Crises

Upwork, the world’s largest freelance marketplace with 18 million freelancers across 180+ countries, faced the challenge of keeping diverse, globally distributed members informed and supported during fast-moving crises like wars and natural disasters. To scale timely communications and avoid overwhelming individual outreach, Upwork partnered with Khoros and deployed the Khoros community platform to centralize messaging and reach millions of users efficiently.

Using Khoros, Upwork built a crisis playbook that leveraged Global Updates, localized group hubs, and a real-time opt-in subscription feature to deliver targeted, timely information and peer-to-peer support. The Khoros-powered community approach reduced crisis-related posts and support tickets, improved member guidance and engagement during emergencies, and helped maintain user trust and operational continuity.

Upwork

Stan Gromer

Director