Case Study: LATAM Airlines achieves 90% employee satisfaction with Zendesk Support

LATAM Airlines achieves 90% employee satisfaction with Zendesk

LATAM Airlines, a major airline in Latin America, faced the challenge of uniting its globally distributed workforce of over 30,000 employees amidst economic uncertainty and a complex merger. The HR team needed to streamline internal support processes and improve employee engagement to mirror the success of their customer service operations. To address this, they turned to the Zendesk Support platform.

By implementing Zendesk, LATAM Airlines streamlined HR workflows, deployed a comprehensive knowledge base with over 3,000 articles, and introduced an AI agent. The solution led to a 90% employee satisfaction rate and an 80% AI agent accuracy. Zendesk enabled the company to realize a lower total cost of ownership by using a single platform for both customer and employee support, significantly improving productivity and service quality.

LATAM Airlines