Case Study: Baleària achieves safe, seamless omnichannel passenger service with Zendesk Messaging

Baleària + Zendesk Serving passengers safely with seamless messaging

Balearia, a maritime transport company serving routes from the Balearic Islands to the Bahamas, faced a sudden surge in customer contacts during the COVID-19 pandemic while transporting millions of passengers and cargo. The company needed a fast, safe way to provide contactless boarding and omnichannel support as ticket volumes spiked and agents moved to remote work.

Working with Zendesk and partner redk, Balearia rolled out Zendesk Chat, WhatsApp messaging, Support, Guide and Sunshine in just two days, with agents up and running in about 30 minutes. The solution kept customer satisfaction at 96% despite a more than 500% contact increase, enabled WhatsApp boarding-pass delivery to reduce crowding, expanded self-service, and is projected to cut requests and handling times by up to 20% as omnichannel tools are further adopted.

Baleària

Alessandro Zollino

Director of Customer Experience