Case Study: Volaris achieves lower customer service costs and faster digital CX with Verint Systems

Transforming the Digital Customer Experience Through Messaging and Automation

Volaris, the low-cost airline, needed to improve customer experience while keeping operational costs down. To do this, the company worked with Verint Systems, using Conversocial, a Verint company, to modernize digital service across messaging, live chat, email, and voice channels.

Verint Systems helped Volaris roll out Messenger Customer Chat, bots, and WhatsApp Business to shift customers toward faster, more efficient digital support. In 18 months, Volaris achieved 81% of inbound service volume through messaging, a 43% reduction in agent response time, a 29% reduction in average handling time, and an anticipated 83% lower cost per resolution; its bot also resolved 14.5% of monthly messaging conversations without human help.

Volaris

Hector Espinosa

Content, Social Media and Product Manager, Customer Engagement