Case Study: FlixBus achieves faster, smarter customer service with OMQ

Flixbus In the fast lane of customer service

FlixBus, a major European transport company and market leader in coach travel, faced the challenge of managing customer service inquiries across its growing international network. To improve communication and implement a central knowledge management system capable of handling requests in 32 languages, FlixBus turned to vendor OMQ and its OMQ Contact product.

OMQ implemented an intelligent, dynamic contact form that recognizes customer inquiries as they are entered and suggests suitable solutions in real time. This solution automatically routes requests and reduces the volume of incoming inquiries. For FlixBus, the implementation by OMQ resulted in increased speed and quality for its support department and a significant boost in customer satisfaction.

FlixBus

Jochen Heidenberger

Head Of Customer Service