Case Study: Airbnb builds a custom branded gift collection with &Open

How we helped Airbnb design an extensive collection of custom gifts for customer service scenarios

The customer, Airbnb, needed an extensive collection of custom gifts to be used across a large number of customer service scenarios. They partnered with the vendor &Open to design and implement a solution for their customer service and appreciation efforts.

&Open designed a fully custom, branded gift collection for Airbnb. They utilized a bulk-buy approach to secure lower prices and ensure sustainable production. The solution included a bespoke gifting platform, AirbnbLove, which allowed multiple teams to access and send gifts that could be used alone or bundled together. This integrated gifting into Airbnb’s customer service cycle, though no specific quantitative results were detailed in the provided text.

Airbnb