Case Study: Emirates achieves 90% faster social responses and triples social care volume with SparkCentral

How Emirates reduced social response times by 90% and tripled outbound volume

Emirates, a global airline known for high standards of service, faced a growing challenge as passengers increasingly used Facebook, Twitter and other social channels for real-time help. The airline’s marketing-focused social presence wasn’t set up to manage high volumes of customer care requests, leading to inconsistent responses, overlooked inquiries and a need for a scalable support solution.

Emirates selected Sparkcentral to provide a contact-center-style workflow, routing and collaboration tools for its social care team, enabling 15 agents to manage inquiries more efficiently. The result: response times fell from about five hours to roughly 30 minutes (a ~90% reduction), the team tripled the volume handled on Twitter and Facebook, and Emirates now delivers faster, consistent support across channels and languages.

Emirates

Karen Bell-Wright

Senior Vice President, Retail and Contact Centres