Case Study: Skyscanner achieves 22.5% higher CSAT with Unbabel

Skyscanner - Customer Case Study

Skyscanner, the global travel search engine, needed to scale customer support for a fast-growing international user base while keeping costs lean. With only a small support team, it faced long first-response times, language barriers across 30+ customer languages, and pressure to improve satisfaction as its business became more service-driven. Unbabel helped Skyscanner address this challenge with multilingual support capabilities, including Unbabel for Zendesk Support, so agents could manage translated interactions within their existing workflow.

With Unbabel, Skyscanner was able to provide scalable multilingual support without increasing support costs at the same pace as growth. The result was a 22.5% increase in CSAT, from 75% to 92%, and first reply times improved by 70% to 5 hours. Unbabel’s solution also enabled Skyscanner to support languages and scenarios that were previously impractical to cover, strengthening its global customer experience.

Skyscanner

Jon Thorne

Global User Satisfaction Manager