Case Study: Skyscanner improves customer satisfaction and response times with Zendesk Guide

Skyscanner - Customer Case Study

Skyscanner, a global travel search engine, needed to answer customer questions quickly while supporting more than 50 million unique visitors each month. Its small support team faced pressure from high traffic, multilingual demand, and recurring questions about bookings, while customer satisfaction had been hard to measure closely.

Using Zendesk Support and Zendesk Guide, Skyscanner rebuilt its help center, added ticket-by-ticket CSAT tracking, and expanded self-service and automations. Over 18 months, Skyscanner increased CSAT by 18 percentage points and cut average first response time over email by 76%, from 17 to 4 hours; less than one percent of help center visitors now submit a support ticket.

Skyscanner

Jon Thorne

Senior User Satisfaction Manager