Turning Complaints into Confidence: How Airlines Can Elevate Chat Support

Context: Airline Chat Support Challenges

A leading airline was struggling with low customer satisfaction (45%) on its digital chat support channels (website, mobile app, WhatsApp).
Key issues included:

• Long wait times for agent responses

• 11,000 unattended chats carried forward from a previous partner

• Robotic chatbot loops with no resolution

• Multiple transfers between agents and bots

• Lack of proactive updates on refunds, baggage, or flight status

With 60% of complaints originating from chat support, leadership identified this as a critical channel for building brand trust and customer loyalty.

The Challenge: Broken Workflows, Not Just Limited Resources

The real problem wasn’t agent shortage—it was:

• Fragmented workflows

• Absence of governance and escalation protocols

• Delayed reporting (weekly only, no real-time visibility)

• Reactive rather than proactive resolution management

Key Pain Points:

• Average First Response Time (FRT): >24 hours

• Resolution updates only when customers followed up

• Leadership blind spots due to lack of consolidated reporting

Vasutti’s Approach: Building a Smart, Unified Chat Support Ecosystem

Step 1: Customer Journey Mapping

• Analyzed customer journeys for Flight Changes, Refunds, Baggage & General Info

• Identified frustration points: chatbot loops, no handover logic, delayed live agent responses

• Implemented smart routing: high-priority queries (refunds, cancellations) → live agent instantly

Step 2: Intelligent Response Framework

• Scenario-based transcripts for quick resolution

• Weekly calibration sessions for supervisor upskilling

• SLA-driven dashboards with real-time alerts for overdue responses

Step 3: Quality-Driven Workforce Management

• Backlog clearance of 11,000 pending chats

• Executive performance classified by response quality

• Training interventions for top 10 customer scenarios

Step 4: Real-Time CX Dashboard

A unified leadership dashboard enabled:

• Live view of FRT, ART, SLA compliance

• Top 10 recurring complaint drivers

• Customer sentiment analytics from transcripts

• Agent performance monitoring with proactive SLA alerts

Automation Milestones Achieved

Outcomes That Mattered

Operational Efficiency

• 50% reduction in escalations to email/call center

Customer Experience Gains

• Proactive updates reduced follow-ups by 45%

Satisfaction Impact

• CSAT scores improved from 45% → 84% in just 6 months

• Customer complaints about “unhelpful chat” dropped by 65%

Why This Matters

This case study proves that data-driven contact center transformation is not about adding more agents—it’s about smart workflows, real-time insights, and proactive engagement.

At Vasutti, we specialize in:

• Contact Center Optimization

• Workforce Management & MIS

• Data-Driven Customer Experience Transformation

Ready to transform your customer support into a growth engine?

Connect with us: info@vasutti.com

Call Us: +91 9972014397