Grasp
3 Case Studies
Case Study: Saudi Arabian Airlines improves customer service and handles WhatsApp cases with Grasp
A Grasp Case Study
WhatsApp as the ideal channel to increase customer comfort
Saudi Arabian Airlines (SAUDIA) sought to increase customer comfort by offering support on the popular WhatsApp platform, a channel its customers were already using. The challenge was to implement this service without overburdening their customer service team. The airline partnered with the vendor Grasp to utilize its software for managing WhatsApp communications.
By implementing Grasp's platform, SAUDIA integrated multiple WhatsApp numbers and email accounts into a single, clear overview for its agents. The solution, which later included Grasp's chatbot function, allowed the team to handle a flood of inquiries efficiently, especially during the COVID-19 pandemic. As a result, SAUDIA's team now resolves approximately one million customer cases annually through WhatsApp, which has become the guests' preferred channel, while agents enjoy more manageable workloads and faster response times thanks to Grasp.
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Saudi Arabian Airlines
Mansour Alyamani
Customer Service Manager