82%
Self-service success
250K
Monthly visitors to self-care solution
+20%
Self-service CSAT
35%
Decrease in AHT
One of Europe’s largest regional airlines needed to reduce operating costs and embrace digital transformation to continue its flight to success without leaving its passengers waiting. 

The Challenge

To improve CX by adding more channels, increasing self-service capabilities, updating the ticketing system and reducing customers’ reliance on voice and email for issue resolution. 

Our Solution

We began by overhauling the existing ticketing system and introduced social and chat as new channels alongside voice and email. Through examining common call drivers and through agent interviews, we then added a self-service portal that included a standardized web form for email support. 

Alongside the new channels, we established key metrics for monitoring performance and gathering the necessary insights for continuous improvement.

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