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Customer Support for Airportr

Airportr is an airline-integrated platform that allows passengers to transport their luggage directly from their doorstep to the airport and back. It simplifies and speeds up the baggage handling process for both departures and arrivals.

  • Industry Travel & Leisure
  • Location UK
  • Size 1 000 employees
Airportr: №1 Airportr: №2

About the project

  1. Challenge

    Airportr needed to entrust most of its customer support to a reliable partner to ensure quick and efficient customer support. This allowed the internal team to focus on handling complex business cases and driving product development.

  2. Key requirements
    • Fluency in English, German, and French
    • A dedicated, stress-resistant team of professionals, partially assigned to this project
    • Handling all communication channels, including calls, emails, chats, and social media messages
    • Consistently meeting performance goals
  3. Solution
    • Handling incoming communications across tickets, chats, social media, and calls, providing multichannel support. This ensured smooth workload distribution.
    • 24/7 support in 3 languages by hiring native-speaking agents and implementing strict quality control. Clients received timely, high-quality service in their preferred language.
    • Optimizing locations and shift schedules is a strategy to maximize efficiency with part-time agents. It ensured full 24/7 coverage while keeping operational costs low.
    • Improved customer support scripts and macros to enhance response speed and accuracy. It helped reduce Average Handling Time (AHT) and First Response Time (FRT).
    • Focus on improving Customer Satisfaction (CSAT) through regular reviews of AHT and FRT. It led to a better overall customer experience and increased satisfaction rates.
  4. Tasks we fulfill
    • Handling all incoming communications
    • Responding to frequently asked questions
    • 24/7 support across four channels and in three languages
    • Assisting with reservations and changes to existing bookings
    • Providing real-time product consultations via chat or call
    • Assisting with payments
    • Managing and resolving customer complaints
Airportr: №4

Results

Simply Contact implemented a training and quality control process to ensure agents efficiently handled the full range of Airportr’s customer inquiries. Despite the project's part-time structure, all tasks were completed. The partnership between Simply Contact and Airportr can be summed up in three words: economical, efficient, and effective.

  • 24/7

    service

  • 4

    communication channels

  • 3

    languages of service

  • up to 15

    part-time agents in the team

Testimonial

Airportr: №5

We really enjoyed our time working with the Simply Contact team. Our collaboration resulted in increased customer satisfaction and rapid response times. The team was highly responsive and maintained open communication through virtual meetings and emails. Clients can anticipate a team that not only meets but exceeds expectations in delivering results.

Sophie
Head of Customer Support

Other cases

Airportr: №6 Airportr: №7
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