Case Study: Virgin Atlantic achieves 95% CSAT and shifts calls to SMS with LivePerson

Virgin Atlantic routes travelers from IVR to SMS

Virgin Atlantic, a customer-focused airline, wanted to reduce hold times and give travelers a faster, more convenient way to contact support without waiting for a voice agent. The challenge was to meet customers in their preferred channel while maintaining the brand’s warm, personalized service.

Using LivePerson’s Conversational Cloud to route IVR callers into SMS conversations, Virgin Atlantic enabled real-time, asynchronous messaging from mobile devices. Within six weeks CSAT climbed to 95%, calls shifted to messaging grew ~20% week‑on‑week, half of messaging users completed surveys, agent engagement rose to 100% satisfaction, and the airline is now expanding to WhatsApp and in‑app messaging.

Virgin Atlantic

Zoe Thomas

Messaging Agent