Case Study: AirHelp achieves 65% faster response time and 100% request capture with SentiOne React

How AirHelp reduced their response time by up to 65% with SentiOne React

AirHelp, the world’s largest air passenger rights advocate serving customers in 35 markets and 16 languages, struggled to gather and route inbound requests from multiple social channels and messaging apps into the right local teams quickly. To reduce delays in reading and assigning airline complaints across Messenger, Facebook, email and other channels, AirHelp partnered with SentiOne and deployed SentiOne React.

SentiOne implemented an all-in-one online contact centre with integrated social channels, advanced routing, a Supervisor/Performance dashboard and an Instant Response Module (40+ agents, 846 response templates) to centralize queues and speed assignments. As a result, SentiOne helped AirHelp capture 100% of requests, cut Facebook Messenger response time by up to 65% and increase Facebook comments response coverage fourfold, while giving clear visibility into market, team and agent performance.

AirHelp