Case Study: Allegiant Air achieves faster, more efficient social customer care and nearly doubles message responses with Sprout Social

How Allegiant Air’s customer relations team is taking flight with Sprout Social

Allegiant Air, a Las Vegas–based low-cost carrier, relies on social media for customer care but faced rising volume and speed challenges: about 15% of inquiries come through social channels and messages handled by the Customer Relations team nearly doubled from 8,185 in Q3 2019 to 14,490 in Q3 2021. Limited tools (like answering Instagram DMs natively on an iPad) and hundreds of messages split across agents made maintaining fast, organized service difficult without growing headcount.

By adopting Sprout Social’s Smart Inbox, integrating Instagram DMs, using pre-crafted response templates, keyword-based tagging and task assignments to Content Marketing, Allegiant streamlined workflows and collaboration. The team now replies to far more messages with the same staffing level, serves customers faster, improves UGC sourcing and rights requests, and has strengthened customer loyalty and responsiveness across platforms.

Allegiant

Alyssa Salazar

Customer Relations Manager