Case Study: Brussels Airport achieves 24/7 omnichannel customer care with Premium Plus and Zendesk

How to scale your workflow using chatbots, WhatsApp and SunCo the Brussels Airport story

Brussels Airport, a major European travel hub, faced immense pressure on its customer service due to increasing passenger numbers and unpredictable crises like bad weather. Their Customer Care team struggled with high volumes of inquiries, a lack of 24/7 availability, and inefficient use of multiple disconnected tools for different channels. They sought a partner to help them implement a unified, high-performance omnichannel system.

Premium Plus implemented a Zendesk solution featuring an integrated chatbot for WhatsApp and social media, along with Aircall for telephony. This omnichannel system allowed the airport to offer 24/7 support, automate responses to FAQs, and seamlessly handle a tripling of inquiries during the COVID-19 pandemic. The results included easier case management, reliable data for analysis, and the ability for the entire team to work effectively from home, ensuring customer excellence during a major crisis.

Brussels Airport

Alexandra Debandt

Welcome Center Coordinator