Case Study: Khoros cuts support backlog 19% and avoids $885K Salesforce spend with Kayako One
Key results
The challenge
Khoros, a customer-engagement software company, watched its support backlog climb for 20 consecutive weeks. In the run-up to adopting Kayako One, its L1 backlog jumped from 657 tickets to 1,363 — a 107% increase in two weeks — with average response times stretching from hours to days.
The solution
Khoros migrated support off Salesforce to Kayako One, using AI triage, cross-skilled L1 agents, and dedicated backlog-reduction sprints. The migration took about three weeks with a four-person team at half capacity, moving roughly 40,000 tickets and the full knowledge base, with Kayako One resolving about 50% of tickets in its first week live.
The results, in context
Over eight weeks Khoros reduced its L1 backlog 19% (1,363 to 1,105), cut resolution time 70% (about 3.5 days to under one day), and raised CSAT 13 points (78% to 91%). The support footprint dropped from 67 to 34 people, and the company reports its Salesforce spend of $885,789 a year was avoided as support exited the platform. The figures are quoted from Kayako's published Khoros customer story and dated when sourced.