How Skyscanner Reduced Customer Contacts by 40%

About Skyscanner

Skyscanner is a global travel search company, originally from the UK and now owned by a Chinese firm. Valued at $1.75 billion in 2016, Skyscanner indexes flights from over 300 operators, offering users a platform to search for flights, hotels, and car rentals in multiple languages and currencies.

Skyscanner

Testimonial

Jon Thorne / Director of User Satisfaction

Skyscanner has worked with Dominic and the team at ROCA for a number of years, mainly using their expertise in Zendesk help site customisation. They are always approachable and have a 'can-do' attitude, working efficiently to find solutions to often complex problems, and finding ways to help meet our goals. Their professional advice is always spot on, and they truly are experts in their field. I would absolutely recommend Dominic and ROCA as a reliable and good value business partner.

Skyscanner

The Process

The challenge

Skyscanner faced a crucial issue: customers mistakenly believed that Skyscanner was responsible for booking their flights. In reality, Skyscanner is primarily a search engine, directly handling only about 5-10% of bookings made through their platform. This misunderstanding led to a high volume of misdirected customer inquiries.


The solution

Based on 15 years of customer experience expertise and a decade-long relationship with Skyscanner, we implemented the following solutions:

  1. Custom Help Center Design: Developed a self-service-focused help center with a user-friendly interface.

  2. Custom Navigation: Created a three-section knowledge base (flights, hotels, car hire) with an intuitive, single-page navigation system.

  3. Strategic "Contact Us" Button Placement: Hid the "Contact Us" button at the bottom of each article to encourage users to read through relevant information first.

  4. Clear Notification System: Implemented various formats to inform users that Skyscanner is not a booking agency.

  5. Custom Search Features:

    • Developed a searchable database of booking partners

    • Implemented Inbenta, an AI-powered search solution

    • Created a custom script to prioritize Skyscanner-related bookings


Results and benefits

Based on the solutions implemented, there was a significant improvement in many areas of expertise:

  • 40% Reduction in Customer Contacts

  • Improved Customer Experience, especially for younger demographics

  • Significant Cost Savings

  • Enhanced Clarity about Skyscanner's role

  • Streamlined Support Process


conclusion

Our solution for Skyscanner showcases the power of strategic customer experience design. By implementing a robust self-service system and clear communication channels, Skyscanner reduced their support load and improved customer satisfaction. This project highlights our powerful ability to deliver significant improvements for large-scale, global businesses.