Hugo Increased Airline Bookings by 15% with Optimized Support

The Client

The Client, a well-known U.S.-based airline H’Q in Dallas, operates 4,000+ daily flights to over 100 destinations. It provides a user-friendly booking website and mobile app for managing flights and online check-in. Known for affordable travel and quality service, it is a preferred choice for business travelers nationwide.

The Challenge: Scaling Customer Support for a Growing Airline

The Client faced several challenges:

• Increased call volume during peak travel times strained customer service, leading to longer wait times.
• Expansion into Spanish, Dutch, and French-speaking markets created a need for round-the-clock, multilingual support, which the existing infrastructure struggled to accommodate.
• Heavy reliance on manual processes limited the Client’s ability to scale and respond quickly to changing customer needs.
• Managing booking changes and loyalty inquiries for frequent travelers strained the in-house support team, decreasing customer satisfaction.

Strategic Solutions: Hugo’s Approach to Customer Support Optimization

To address these challenges, Hugo implemented the following strategies for the Client:

Dynamic Staffing and Call Deflection

Hugo implemented a dynamic staffing system that adjusted agent levels based on real-time demand. Additionally, the team collaborated with the client to implement an IVR deflection system, redirecting inquiries to chat. This dual approach optimized resource allocation during peak times and reduced call center volume, ensuring quicker issue resolution.

24/7 Multilingual Support Team

Hugo built a team of 300 customer service agents fluent in Spanish, Dutch, and French, allowing the client to offer round-the-clock support in customers’ preferred languages.

Automation and Workflow Optimization

Hugo collaborated with the client’s dev team to:

• Implement automation on its app and web chat channels, allowing more inquiries to be handled through self-service options. This included real-time information integration and automated FAQ responses, minimizing direct agent involvement and ensuring smooth transitions to agents when needed.
• Connected messaging systems with CRM platforms provided a unified view of customer interactions, enabling more efficient, personalized service.

Concierge-Level Support

Hugo assembled a specialized team with travel expertise to manage booking, loyalty program inquiries, and complaint resolution, providing customers a high level of personalized assistance.

The Result

Hugo’s solutions transformed the client’s customer support, achieving the following impressive outcomes:

• 18% increase in customer satisfaction scores from faster, personalized support.
• Operational costs were reduced by 34% from automation and dynamic staffing.
• 15% increase in bookings through the loyalty program with exceptional concierge-level service.
• A 35% increase in inquiries handled through enhanced automation on mobile, web chat, and IVR call deflection, leading to a 30% reduction in call volume.
• The first call resolution rate reached 87%, allowing prompt issue resolution.

By addressing specific challenges with tailored solutions, Hugo not only streamlined the Client’s operations but also enhanced customer satisfaction and increased bookings.