Faced with a 600-900% surge in queries in March 2020, Finnair built on established automation processes, maintaining premium customer support without missing a beat.
Finnair is Finland's largest airline, known for its sky-high standards when it comes to customer support. Its 250 customer service agents provide support in multiple languages, including Finnish, Swedish and English.
In 2018, Ultimate had supported Finnair in implementing a tool that suggested answers to chat agents in real time. This boosted answer accuracy and slashed response times. After its great success, Finnair decided to build chat automation.
Only five months after Ultimate and Finnair’s first automation success story, Covid-19 hit...
In March 2020, Finnair’s query volumes surged. Faced with an increase of 600 to 900%, Finnair needed to respond immediately to an influx of customers reaching out about cancellations and refunds.
For Finnair, a premium brand, the stakes in navigating this challenge were particularly high.
Thanks to Ultimate’s strong customer success support, Finnair was able to effectively navigate the Covid-19 crisis by:
During their collaboration with Ultimate, Finnair also decided to change their CRM to Salesforce.
When it comes to improving their customer experience through automation, Finnair is in it for the long haul. The next leg on Finnair and Ultimate’s journey will include building an automation virtual agent for the Finnair App and Facebook while working on a backend integration to increase automation rates.
Find out how Ultimate can automate your customer support.