Transforming Passenger Experience with Genesys Cloud CX

Genesys Cloud CX

Transforming Passenger Experience with Genesys Cloud CX - Virgin Atlantic Case Study

Elevating Customer Experience Through Digital Transformation

Virgin Atlantic, known for its dedication to providing an exceptional customer experience, faced challenges during the COVID-19 pandemic. To address the increasing volumes and provide a seamless passenger experience, the airline turned to the Genesys Cloud™ platform. By leveraging best-in-class digital technology, Virgin Atlantic was able to overcome legacy platform limitations and streamline its operations.

Comprehensive Solution for Enhanced Efficiency

By adopting the Genesys Cloud platform, Virgin Atlantic replaced its siloed systems with a unified solution. This transformation led to significant improvements including shorter queues, increased efficiency, and reduced system costs. With capabilities like inbound and outbound communications, email, social media, web messaging, chatbots, and workforce engagement management, Virgin Atlantic was able to elevate its customer service to new heights.

Significant Business Impact

The implementation of Genesys Cloud proved to be a game-changer for Virgin Atlantic. The airline saw a remarkable 220% increase in interactions handled through Genesys Web Messaging, leading to improved customer engagement. Additionally, there was a 50% decrease in average handle time, a 28-point increase in CSAT year-over-year, and around 20% of contacts being handled efficiently by chatbots. These results demonstrate the tangible benefits of leveraging cutting-edge technology for customer service excellence.

Testimonials from Virgin Atlantic Executives

Louise Phillips, VP of Customer Centers at Virgin Atlantic, expressed how Genesys Web Messaging boosted efficiency by closing conversations 220% more than the previous system. Ceri Davies, Manager at the Customer Center, highlighted the importance of agent experience in delivering exceptional customer service. Their testimonials underscore the positive impact of Genesys Cloud on Virgin Atlantic's operations and overall customer satisfaction.

Looking Towards the Future of Customer Experience

With Genesys Cloud as a key enabler, Virgin Atlantic is poised to continue enhancing its customer experience journey. The platform's holistic approach to customer engagement, combined with advanced features like chatbots and workforce management, sets the stage for sustained success. By prioritizing both agent and customer experience, Virgin Atlantic is well-positioned to maintain its status as a beloved travel company and industry leader.

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