Case Study: Virgin Atlantic Achieves a 50% Decrease in AHT With Genesys

Britain’s second-largest airline, Virgin Atlantic has an ambition to be the most loved travel company. With its employees being at the heart of its business, the airline takes pride in its dedication to providing an exceptional customer experience.

Challenges

Challenged with skyrocketing volumes during the COVID-19 pandemic, Virgin Atlantic embarked on a journey to reimagine and transform its passenger experience with best-in-class digital technology.

Some of the main challenges faced included legacy platforms with limited functionality, multiple siloed contact channel platforms, limited chatbot functionality, and a lack of insight into why customers were contacting.

Value and Achievements

Now, with the Genesys Cloud platform, the airline has an all-in-one cloud solution instead of a mix of siloed systems. This has led to shorter queues, greater efficiency and reduced system costs.

Virgin Atlantic has achieved remarkable milestones with Genesys Web Messaging, handling 220% more interactions.

The airline has also seen a 50% decrease in average handle time and a 28-point increase in CSAT year-over-year.

Additionally, 20% of contacts are now managed with bot technology, reflecting the airline’s commitment to innovation and efficiency.

Louise Phillips, VP Customer Centres, Virgin Atlantic said, “When we compare Genesys Web Messaging to our previous offering, we are closing 220 percent more conversations. So, we’ve actually doubled our efficiency.”

Ceri Davies, Manager, Customer Centre, Virgin Atlantic said, “I’m really excited about the future of customer experience. I think that Genesys has a nice balance between understanding that the better an agent experience we have, the better the customer experience will be.”

This blog post has been re-published by kind permission of Genesys – View the Original Article

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About Genesys

Every year, Genesys orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement.

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Author: Genesys
Reviewed by: Hannah Swankie