Case Study: Skyscanner achieves an 18-point CSAT increase with Zendesk Guide

With Guide, Skyscanner saw an 18 percentage point increase in CSAT and a 76% drop in first response time (FRT)

Skyscanner, the global travel search engine, needed to answer customer questions faster as it grew to more than 50 million unique visitors a month. Its support team also had to improve self-service and better handle recurring booking questions across more than 35 languages.

Using Zendesk Guide, Skyscanner relaunched its help center and put more emphasis on self-service, article targeting, and ticket deflection. Over 18 months, its CSAT rose by 18 percentage points and its average email first response time dropped 76%, from 17 to 4 hours. The help center now generates about 2,000 tickets a month, which is less than one percent of help center visitors.

Skyscanner

Jon Thorne

Senior User Satisfaction Manager