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/ Skyscanner Case Study

Skyscanner is the world’s travel search site, available in over 30 languages and 150 currencies, with over 60 million travellers around the world comparing flights, hotel and car hire option on the site and app every month. Skyscanner has enjoyed stratospheric success in the past decade, and employs over 800 people across ten offices globally.

In early 2016 the company raised £128M with five new partners and in late 2016 was bought by Chinese travel company Ctrip, valuing Skyscanner at £1.4bn. Remaining operationally independent, Skyscanner continues to grow at pace. The company has a track record of delivering industry firsts, from launching conversational bots with Facebook, Skype and Amazon, to powering the travel internet with over 1,000 partners using its White Label and API solutions.

Skyscanner’s award winning app has been downloaded over 60M times.

Case study: Skyscanner and Unbabel

Maturing the Customer Service Function

When Jon Thorne joined as Global User Satisfaction Manager in 2013, he realised that Skyscanner’s transition from a data company to a service business was generating a deluge of new customer service interactions. His challenge was:

- To put service front and centre of the business: Skyscanner’s reputation now stood on service as much as information accuracy.

- To optimise the cost and efficiency of maintaining a high-quality customer service function as the business grew dramatically, including into new territories.

Skyscanner's results in numbers

92%

Customer Satisfaction

Customer Satisfaction (CSAT) 75% to 92% in one year (Oct '14 - Oct '15)

Customer Satisfaction (CSAT) consistently above 92% 2016-17

70%

Faster replies

First response time 17hrs to 5 hrs in one year (Oct '14 - Oct '15)

Average first response time below 4 hours 2016-17’

42%

Non english requests

This “long tail” of languages meant that providing traditional language support would be expensive, unscalable, and among rarer languages (which includes hardly-rare examples like Romanian and Finnish), barely used.

The Unbabel Approach

Along with off-the-shelf integration with Zendesk, which means that content and live chat can all be processed through Unbabel through a simple API, Unbabel brought its uniquely scalable approach to translation to Skyscanner’s delivery challenge.

“Today, Skyscanner has a 10-person support team across multiple time zones and languages. But with 60M monthly users, that still represents an incredibly lean customer service operation – a team which has nevertheless managed to cut first response times by three quarters in three years.”

Jon Thorne,

Global User Satisfaction Manager

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