Case Study: WestJet achieves 24/7 social customer service and faster response times with SparkCentral

How WestJet became the first Canadian business to provide 24-hour a day customer service on social media in 2016

WestJet, founded in 1996 and grown into a major airline with thousands of employees and hundreds of destinations, faced a growing customer‑service challenge as its social audience exploded to hundreds of thousands of followers. The social care team was using marketing tools that couldn’t scale—conversations fell through the cracks, response times lagged, and managers lacked the performance and staffing data needed to treat social like a true contact center channel.

WestJet implemented Sparkcentral to provide automated routing, workflow automations, real‑time and historical reporting, and data exports. The platform let agents handle three times as many service requests, enabled 24/7 social customer care (the first Canadian business to do so in 2016), cut response times from hours to minutes, expanded care to Instagram, and gave managers the analytics to improve staffing and guest satisfaction.

WestJet

Mike Byrom

WestJet