Case Study: Skyscanner uncovers hidden customer conversations with Brandwatch

Skyscanner improves insights for 100 million users with Brandwatch

Skyscanner, a major travel metasearch engine, faced a challenge in understanding authentic customer sentiment. They lacked visibility into indirect brand mentions and real-time conversations about their brand across various markets and languages, which limited their insights for strategy and customer engagement.

Using the Brandwatch social listening platform, Skyscanner's team automated alerts into Slack to track sentiment and uncover previously missed mentions. This solution enabled faster responses, stronger cross-team collaboration, and better customer support. The results included clearer customer insight and the ability to act quickly on feedback, even during high-pressure periods like the pandemic.

Skyscanner