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Finnair - securing a 5x efficiency increase for one of the world's longest operating airlines

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Finnair is one of the most innovative, safest and longest-operating airlines in the world. With a complex route network connecting Asia, North America and the northern regions of Europe and beyond through its hub at Helsinki Airport, and a total of 60,000 monthly contacts, Finnair was looking to improve the efficiency of its customer service team, and increase focus on their online sales channel.

Challenge

  • Achieving a customer satisfaction score of 4.4/5 or above
  • Shifting away from traditional, more costly channels
  • Making the customer experience more convenient for online customers

Results

  • Success of live chat channel meant Finnair could shut down some traditional channels
  • 70% case resolution during the chat conversation 
  • Reduced number of calls to their support team

Why giosg?

  • An intuitive user experience
  • Highly reliable software
  • Great support

 

Find out how we helped Finnair prime their live chat for take-off and permanently transcended the limits of their legacy systems in the process.

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