Case Study

Customer Satisfaction scores that soar

Discover how Skyscanner increased its CSAT scores by more than 22%, with Unbabel’s AI-powered, human-refined translation solution.

[Unbabel] doesn’t just cut the cost of support, it’s binary: it means we can provide support in scenarios where previously we simply couldn’t.

Jon Thorne
,
Global User Satisfaction Manager — Skyscanner

Edinburgh-based Skyscanner helps people to plan and book directly from millions of travel options at the best prices. Founded in 2003 as the only search engine to recognize low-cost/no-frills airlines, the business has always used completeness and independence as its USPs.

  • No. 1 global search engine for travel
  • 60M+ monthly visitors
  • 60M+ app downloads
  • 30+ customer languages
  • 1200+ global partners on 5 continents
  • 40% YoY growth

Seamless multilingual support for travel

Keeping support operations lean without sacrificing the quality of customer experience is every travel company’s dream. But the industry brings a lot of operational baggage — different time zones, different seasons, different languages. With Unbabel, Skyscanner was able to overcome those traditional hurdles to customer excellence and business agility.

The Unbabel effect
92% CSAT (22.5% increase in CSAT)
First reply in 5 hours (70% faster)
Live chat demand continuing to grow

Challenge fielding more queries with the same sized team

When Jon Thorne joined as Global User Satisfaction Manager in 2013, Skyscanner was generating a deluge of new customer service interactions. To put service front and center of the business, he had to optimize the cost and efficiency of their customer service function as it grew into new territories.

Scaling always-on multilingual support with Unbabel

Unbabel met Skyscanner’s challenges with a uniquely scalable approach to translation. With a simple Zendesk integration, John and his team were able to reply to their customers in their native languages without changing their workflows and scale the business while keeping support costs low.

What's inside

  • An overview of industry challenges
  • Insights into different approaches to multilingual CX
  • Skyscanner’s before and after story with Unbabel

In short, everything you need to know to level up your customer experience.

Edinburgh-based Skyscanner helps people to plan and book directly from millions of travel options at the best prices. Founded in 2003 as the only search engine to recognize low-cost/no-frills airlines, the business has always used completeness and independence as its USPs.

  • No. 1 global search engine for travel
  • 60M+ monthly visitors
  • 60M+ app downloads
  • 30+ customer languages
  • 1200+ global partners on 5 continents
  • 40% YoY growth

Highlights

The Unbabel effect
92% CSAT (22.5% increase in CSAT)
First reply in 5 hours (70% faster)
Live chat demand continuing to grow

Challenge

Solution

Results

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