CSAT
75% → 89%
+14 pp
Case Study · Customer Support
Customer Service Outsourcing for a Flight Booking Platform
We delivered full-cycle customer support: 24/7 call handling and weekday chat support, covering platform consultations, ticket selection and booking, and payment/order issues.
Booking conversion
Baseline → +17%
+17%
Internal support load
100% → 68%
−32%
NPS / CSI
Quarterly surveys
Automated collection
Project Overview
The project covered full-cycle customer support for a flight ticket booking service. The outsourcing team provided 24/7 phone support and weekday chat support, including platform consultations, ticket search/booking, and payment/order issue resolution.
Goals
- Deliver a high level of Customer Experience for booking service users.
- Optimize internal support load through professional outsourcing.
- Increase booking conversion via qualified consultations and booking assistance.
- Systematically collect and analyze feedback to improve the service.
Approach
- Routing with status fixation: every request is classified (tech question, consultation, booking, conflict case) for deeper analytics and improvement.
- Continuous training: product immersion plus weekly soft-skills sessions.
- A single knowledge base to ensure consistent response standards.
- Non-monetary motivation: top performers receive paid flight tickets to chosen destinations.
Challenges at the Start
We addressed three launch challenges: 24/7 coverage, deep product expertise for complex cases, and structured request classification for analytics.
Coverage
No 24/7 capacity in-house
- High load on internal support didn't allow true 24/7 availability.
- Need for a stable round-the-clock operation with predictable service standards.
- Requirement to scale without growing internal headcount.
Expertise
Complex routes and conflict cases
- Operators needed strong technical and product expertise for complex itineraries.
- High expectations for accurate guidance on booking flows and edge cases.
- Consistent communication standards across all operators.
Analytics
No unified request taxonomy
- A structured classification was required to analyze demand and improve service quality.
- Need to detect recurring reasons for contact and prioritize improvements.
- Lack of visibility into request structure across channels.
What We Did
We organized the operation across three tracks: coverage, training + knowledge base, and routing analytics + Voice of Customer.
1
24/7 Phone Support + Weekday Chat
- Organized 24/7 phone support for inbound requests across all topics.
- Launched weekday chat support for fast, convenient assistance.
- Covered consultations, booking support, and payment/order issues end-to-end.
2
Training + Knowledge Base + Quality Control
- Delivered specialized training on the booking product and workflows.
- Created and implemented a single knowledge base to standardize responses.
- Ensured strict quality control across all support stages.
3
Routing Analytics + Motivation + VoC
- Implemented routing with status fixation for every request to analyze the structure of contacts.
- Built a non-monetary motivation program: best operators received paid flight tickets.
- Launched quarterly customer surveys with automated data collection for NPS and CSI.
Results
Customer satisfaction increased to 89% CSAT, booking conversion rose by 17%, and internal support load decreased by 32%.
CSAT
75% → 89%
+14 pp
Booking conversion
Baseline → +17%
+17%
Internal support load
100% → 68%
−32%
NPS / CSI
Quarterly tracking
Automated collection
KPI Comparison Chart
Before After
Note: the chart visually compares "before/after" for each KPI.
Metric
Before
After
Δ
CSAT
75%
89%
+14 pp
Booking conversion
Baseline
+17%
+17%
Internal support load
100%
68%
−32%
How We Measured Success
CSAT
Customer Satisfaction Score measured via surveys after each interaction with support.
NPS / CSI
Quarterly measurements of loyalty and overall satisfaction with the service.
Operational metrics
Waiting time, handling time, first-contact resolution rate, plus request structure based on fixed routing statuses.
Conversion
The share of successful bookings after operator consultations was tracked.
Conclusion
A quick summary of what worked — and what others can replicate.
Project outcome
Better CX + higher conversion + lower internal load
The project confirmed the effectiveness of outsourcing for a flight booking support operation: internal resources were reduced by 32%, service quality improved (CSAT 89%), and booking conversion increased by 17%. Routing analytics and a non-monetary motivation program created a transparent and efficient support model that continues to evolve.
- 24/7 coverage can be delivered without increasing internal headcount.
- Routing + request classification turns support contacts into actionable insights.
- Training + a single knowledge base keeps responses consistent across channels.