Case Study: a leading low-cost airline achieves higher automation and lower call volume with Hubtype

How a low-cost airline achieved record growth with automation and WhatsApp

A leading low-cost airline faced challenges with high call center volumes and a lack of automation, which hindered its self-service strategy and scalability during crises. The airline partnered with Hubtype to leverage its conversational apps and automation platform on channels like WhatsApp and web chat to reduce operational costs and improve the customer experience.

Hubtype implemented a comprehensive solution including a new chatbot, IVR call deflection, and CRM integration to automate complex processes. This resulted in 28% fewer calls, a 74% faster process for adding bags, and an increase in cases solved by automation from 30% to 68%, all while achieving a 9.6 customer satisfaction score.