Stagnation of Ancillary Sales and Overwhelmed Refund Claims Process
This airline carrier is consistently rated as the best airline in Northern Europe and transports over 12 million passengers a year.
But their customer support was facing growing pains. The staff was not taking advantage of ancillary sales and products as a direct source of revenue. Training and better insights into customer behavior was needed.
To top it off, the COVID pandemic brought in a surge of refund claims, which their customer care teams struggled to service. They needed a partner who could manage a complex customer experience process on short notice.