24/7 Passenger Support Built for Flexibility
Scaling everyday support without slowing the core team
Airportr needed to outsource most day-to-day customer support while maintaining fast, reliable service across languages and channels. The goal was to give the internal team more capacity for complex cases and product development without compromising the customer experience.
High-volume day-to-day support
Routine customer inquiries were consuming internal capacity that was better focused on complex operational cases and product development.
Always-on multilingual coverage
Customers expected timely support across calls, email, chat, and social media in English, German, and French, including outside standard business hours.
Efficiency without overstaffing
The operation needed enough flexibility to maintain 24/7 coverage while keeping staffing and operating costs under control.
Multilingual coverage designed for efficiency
Simply Contact built a flexible support model combining 24/7 multilingual coverage, omnichannel handling, part-time staffing, and structured quality control.
Omnichannel support
Agents handle calls, email, live chat, and social media, allowing workload to shift between channels as demand changes.
24/7 multilingual coverage
English, German, and French support is available around the clock, with native-speaking agents helping maintain natural, accurate communication.
Flexible staffing
Part-time agents, optimized locations, and carefully planned shifts provide full coverage without carrying unnecessary staffing costs during quieter periods.
Quality and process control
Strict quality control, performance monitoring, and standardized workflows help maintain response quality across languages, channels, and working hours.
End-to-end passenger support across the journey
BOOKINGS & PAYMENTS
- New reservations
- Changes to existing bookings
- Payment assistance
- Booking-related questions
REAL-TIME CUSTOMER SUPPORT
- Product consultations via chat or call
- Frequently asked questions
- Service and journey information
ISSUES & COMPLAINTS
- Customer complaint handling
- Case clarification
- Resolution of service-related issues
- Escalation when further support is required
Faster support through better processes
Simply Contact refined scripts, macros, and workflows to improve response speed while maintaining accuracy and service quality.
AHT and First Response Time were reviewed regularly, with QA and training used to address gaps and improve consistency across the multilingual operation. These changes helped shorten handling and response times while increasing customer satisfaction.
Flexible coverage, consistent performance
Simply Contact maintained reliable multilingual, omnichannel coverage with a lean staffing model while improving response efficiency and customer satisfaction.
customer support coverage
communication channels supported: calls, email, chat, and social media
languages of service: English, German, and French
part-time agents maintaining full coverage
OPERATIONAL OUTCOMES
- Average Handling Time reduced through improved scripts, macros, and workflows
- First Response Time improved across customer channels
- Customer satisfaction increased as response speed and consistency improved
Sophie — Quote
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.
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